Couln't download. Remove incompatible characters from the filename

[Dimples]

Recently all of my computer with Dropbox have started showing a sync error "Couln't download. Remove incompatible characters from the filename. e.g. emojis, /\"<>:|?*"

The problem filename isn't shown, the "Go to File" link just takes me to the root directory of my drive, and I obviously can't search for those bad characters.  How do I find this file to solve the sync issue?

[Samaelsquirrel]

... nice fail.

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[Megan]

Hey there, @Gordo1, thanks for posting here! 

If you have some screenshots, they'd definitely be more than welcome. 

Also, if you search for the content online, are you able to locate them there? 

I would like for you to locate your Dropbox icon, on the menu bar, next to your WiFi and date and hover your mouse there. That should give you the version of the app. 

Let me know more, and we'll take it from there!

[utpmg]

Well, that link fails, but it seems to point to something related to Dropbox Beta. I'm not using Beta.

[Megan]

Allow me then to share the response here as well: 

A change was made recently which surfaces these issues in Dropbox's Sync issues UI, but this specific issue previously existed before that recent change.

When Dropbox on macOS uses File Provider, macOS specifies certain filenames types that they will ignore, including filenames ending in a '~'. This ignore list is built-into macOS. Because of this, Dropbox can't sync files that match one of these ignored filename patterns.

If you have a file that matches this ignore list in your Dropbox on our servers (maybe you uploaded it from a different device for instance), we cannot download that file onto a device running macOS. It is still safe on Dropbox's servers. You can either ignore the warning or you can remove the file from your Dropbox through the website if you don't want to sync it to any of your devices.

[utpmg]

But these files were originally stored using a Mac. I've never used a PC. I understand that something has changed, but users should be notified that a change has been made, not surprised with dozens of "errors" suddenly. 

[mdraznin]

Copying and pasting that “answer” here is not resolving this problem. You’re here to understand and resolve customers’ - who pay lots of $$ and most are long time users- problems. C’mon Dropbox. Get someone on this problem who will interact here with solutions IRT and get this resolved. This prob has been going on for years now. That’s unacceptable. Pointing us to another thread is equally unacceptable.

[Gordo1]

Hello Megan,

Thank you for replying and any help.

The version of the Dropbox App is 189.4.8395 and says its up to date.

Attachments:

ss-01 - the notification on the desktop.

ss-02 the pop-up window when notification is clicked.

I have tried clicking the link to "view file" and "go to folder" but I do not get any result. 

I have searched online for this content and so far I have not been able to locate the file or the folder. Please help me with next steps, I really appreciate it.

Best,

Gordon

  

[Walter]

Hey @Gordo1 - sorry to jump in here, but could you let us know if you've also tried the 'view now' button within the notification?

Also, can you navigate to your backups page and let us know if you see those files or folders listed there? 

[Gordo1]

Hi Walter,

The "view now" link pulls up the Sync Issues pop-up window. (Attachment "ss-02")

The Backups Page has never been used. My dropbox is large and I have never used the back up, so that make take awhile.

[Walter]

In that case, could you try fixing your hardlinks and permissions and let us know how it goes @Gordo1?