Search not working

[Mmmooo]

Dropbox search can’t find anything. The files, however, are there. How can I make Dropbox find them or reindex them???

[mpintomali]

Hi Walter,

Thank you so much. 

It's still not working and it's a frustrating situation, since it's now Tuesday afternoon.  Sometimes the search results give a bizarre set of documents (just a few results and only from recent dates), but mostly it's "no results found" over and over again.  So the problem persists.  John the specialist wrote back but very briefly.  This is what he said:

"I just wanted to update you and let you know our engineers are still working on this. I'll get back to you as soon as I have more information."

You can see the ticket for his full message, but that's the essence of it. 

I hope you can reach out to the engineers and please convey to them how disruptive this is.  I cannot do my work properly without this search function.

Your help is greatly appreciated.

Sincerely,

Michelle  

@Walter 

[Megan]

Hey @mpintomali, thanks for the update!

Also, I appreciate your patience on this. I understand this isn't ideal, however please bear with our Support, as they try their best to work on this. 

I can reassure you that your issue is being looked at. 

[mpintomali]

Hi Megan,

I truly appreciate your reply, because I've been feeling very much like Dropbox does not care about its customers.  I have been a loyal customer and great advocate of Dropbox for years, and have never had an issue.  But now that I have an issue, which is due to no fault of my own, I am quite dismayed to see how dismissively I've been handled by the chat and specialist staff.  If I hadn't posted on these boards (as a last resort), then I never would have known that nice people like Walter and yourself perhaps actually do care.  I will trust that the team is working on it and hope to hear from you soon.  Please impress upon them that I am a real person who's waiting for their solution.  Thank you.

Best wishes,

Michelle

@Walter 

@Megan 

[hahamarmite]

My search bar is also not working at all. When i search for files i know exist and can find via the folders, it shows as no results. 

Is there a fix for this issue yet?

thanks!

[mpintomali]

@Walter 

@Megan 

Hi Walter and Megan,

I'm writing because it's Wed. morning and the problem has still not been resolved (since Sunday).  Please can you contact the engineering team.  Thank you.

Sincerely,

Michelle

[mpintomali]

@Megan 

@Walter 

Hi Megan,

Please can you check with the engineering team. I feel utterly left in the lurch by Dropbox, and neither you nor Walter has followed up on this, nor have the employees Donald and John.  Thank you very much.  It's been four full days.

Sincerely,

Michelle

[Nancy]

Hi Michelle, sorry for jumping in here. 

I’ve also traced your ticket in our system, and I’ve left an internal note with our comments for our advanced team. 

Our team is already looking into your case, so please rest assured they’ll get back to you as soon as they have more updates on this. 

Thanks for your patience!

[SimonK89]

Hello Dropbox Team,

It is Thursday morning, and I have been experiencing this exact same issue all week.  It has happened to me once before, and the solution suggested was to clear my cache, which I have done three times this week, and it has not helped.  This is significantly slowing down my ability to work and is very frustrating.  Any updates on the situation would be much appreciated.

Thank you,

Simon

[mpintomali]

Hi Nancy,

Thank you very much for replying.  It's really hard to believe that Dropbox is actually working on resolving this major issue because no one reaches out to give updates (I keep having to post here).  But I really appreciate your message; thank you.

@Nancy 

@Megan 

@Walter 

I'm sorry you're having the same issue, Simon.  It's apparently a known Dropbox issue that the engineering team "is working on."

[mpintomali]

I tried reaching out to Dropbox Support via Twitter yesterday and they just keep saying the same thing, that the team is working on it.  It's very frustrating.  I heard from John today (the specialist) who requested further information, but still no resolution.

@SimonK89 

@hahamarmite 

@Nancy 

@Megan 

@Walter