Dropbox no longer overwriting files

[aisb]

A few days ago, Dropbox stopped overwriting files when I edit and re-save them. Now, every time I edit one of my files on iPad and save to Dropbox, it creates a new file ending in (1). It used to simply update the file. I've tried re-installing dropbox and Illustrator (the app I'm saving from), but it hasn't worked. I've also tried saving from Procreate and the same issue occurs. Is there something else I can try? Thanks!

[c4l1n]

Hi Megan, thank you for your fast reply. Happy Monday you too!
Yes, I have the same issue like OP.
And the same behaviour for aprox 2 weeks on two different android phones: Z Fold 4 and S21 Ultra. I have reinstalled Dropbox App on Fold and registered for beta versions on S21. Still, same issue, after scan, on save, if the file name exists, automatically creates a new file with (X) at the end, without offering me the option to overwrite the existing file. What screeshots you need?
Please help!
Thank you.

[aisb]

I implore anyone engaging with the support staff to avoid wasting time sending them videos of you troubleshooting things. I'm pretty sure they're not allowed to tell you when something in Dropbox is broken.

They themselves don't seem to have complete means to troubleshoot, so there's no way for them to verify if the problem is with Dropbox. This means it can only ever be a fault on your end, or with another app.

They can tell you to update stuff, and they can tell you what's already on the Help Centre pages. If you use Dropbox and can understand the Help Centre articles - awesome! You have a greater capacity to rectify the problem than the support team. Every person I have engaged with was critically limited in their understanding of the capabilities and limitations of Dropbox.

I don't believe they can fix anything on their end, or acknowledge any problems with Dropbox.

Of course, not the fault of individual staff who are only people (although the salary for support staff is good, I can't imagine it feels good to work there), it's just that Dropbox doesn't provide adequate tools or training, despite the fees you are paying, amounting to billions of dollars in revenue.

They will very happily waste your time and money.

[c4l1n]

I understand your point.

Still, I discovered error messages before creating the files with (1) at the end: Upload failed.

[aisb]

Totally - do what you gotta do! I hope you get a better outcome than I did 🙂

[Megan]

Hi @c4l1n, can I also send you an email, in order for us to have a closer look into what you mentioned? 

Also, @aisb, I am sorry to hear about that, I understand that what you experience isn't ideal. Do you still face the same behavior on your end? 

[aisb]

@Megan it's fixed now but I don't really care - I've moved to another service because of how I was treated.

It's been almost a year since I first raised this issue and in that time no one at Dropbox has been able to  acknowledge that this was broken. I've got an email chain of 60 emails and so many videos i had to make of me doing the same thing over and over while Dropbox staff gaslit me. It took months, then the person I was speaking to disappeared. How will Dropbox rectify this?

Why was I told it was working when it wasn't?

And why is there no way to escalate a complaint? Or get a refund for the product while it was broken? Why can't the  developers test their own product? 

[c4l1n]

Dear Megan, of course you can sent me a mail. So, I will need to go through everything aisb mentioned here? Let's not waste our time, please. Let's be practical, OK? Thank you.

[Jay]

Hi @c4l1n, before we continue via email, which which file types are you experiencing this issue with?

[c4l1n]

pdf

[Hannah]

Hey @c4l1n, thanks for your reply.

Since it's been a while since the last time you were having this issue, can you please confirm that you have since updated your Dropbox app to the latest version (338.2.2)?