We're making changes to the Community, so you may have received some notifications - thanks for your patience and welcome back. Learn more here.
Forum Discussion
The "online-only" option has disappeared from the context menu on Windows 11.
I am also having an issue with Smart Sync in Windows 11. I started in Windows 11, this is not a migration issue. I have a business account with over 1 TB of data and 30k+ files. For months I have be...
Walter
Dropbox Staff
Dropbox StaffHey Admin_InsightSeminars, sorry to jump in here and thanks for the additional details.
Could you please let us know your ticket ID in order to look it up in our system?
Hi Walter,
Here are all my tickets. I was told on 2/13/23 that all the tickets would be combined and someone would reach out to me. It's now 3/6/2023 and I haven't heard from anyone. I have walked through the basic troubleshooting, uninstall, reinstall, clear cache, adjust icon overlay, turn off anti-virus, and whitelist in the firewall, but my issue is more advanced. Something is interfering with the Dropbox installation on my Windows 11 computer and I need advanced help figuring out what it is. Getting to someone who has that skill set has been nothing short of impossible. I have to believe this is a known Windows 11 issue, known by someone somewhere and I'm not the only person having this experience. If you can help me get to someone who can help, preferably someone who isn't going to walk me through all the same steps that already have not resolved the issue, I would greatly appreciate it.
21018286
21069940
21169506
21170031
Update to my earlier post, I reached out to Dropbox Support Chat #21573296 and was told Justin sent me an email from escalation. I did not receive this email, when I replied to the ticket asking when this was sent and how to have it resent, no response. So I just reached out again on Dropbox Spport Chat #21169506 to re-escalate ticket #21169506. I asked Logan to look up when Justin from the escalation department sent his response and was told he couldn't share that information with me due to privacy. So basically, there was no email from Justin and this is tech support covering themselves. It has now been 1 month and 2 days of trying to get this issue resolved. This is the worst tech support I have ever received. It doesn't surprise me Dropbox receives 71% negative reviews for its customer service.
If I could change from Dropbox today, I would. We certainly won't be upgrading from the Professional to the Business Plan. I will do everything in my power to steer us in a different direction.
- Hannah
While we appreciate your feedback here, Admin_InsightSeminars, I do see a response from our team with some further troubleshooting steps in your -now closed- #21169506 ticket.
Can you take another look?
Yes, I received the email from Leela (who is awesome) who combined all my tickets and re-escalated the issue. After that, I didn't receive a response. I believe this is the email I was told came from Justin, which I did not receive. I've gone through my spam filters and scoured my email. I absolutely did not receive it, and when I asked for the date and time of when it was sent so I could take an even more detailed look at my email, customer service refused to give me that information citing privacy reasons. Believe me, had I received that email, I would have been all over it. I am a Dropbox power user. This issue is greatly impacting my efficiency at work and my ability to utilize my Windows 11 laptop. I would love nothing more than to resolve it.
I'm pretty sure there is something blocking the Dropbox system extension from being installed and really need assistance to figure it out. I've already done some advanced troubleshooting: turning off the firewall and anti-virus, uninstalling Dropbox, restarting in safe mode, manually wiping every Dropbox file from my hard drive and registry, and re-installed the app directly from Dropbox.com with the firewall and anti-virus off, and that still did not fix the issue. "Online-Only" is still not available in the App Sync Preferences and is not available as an option when right-clicking file explorer. The Dropbox app ignores the "Online-Only" setting for some folders during re-install and indexes and attempts to download all files anyway until I run out of disc space. However, some folders still show as "online-only". If I want to access a file in one of those folders, I have to set it to offline to access it, and there is no ability to make it online-only again. That feature does not exist in my desktop app.
