Files Not Downloading With Double Click

[simonellery]

Hi there. I am looking at a dropbox guide. It says 'To access a file that is stored with Smart Sync, team members can just double-click it and Dropbox quickly downloads and opens it on their computer. '

However, from the dropbox finder window, I need to right click on change smart sync from online only to local to open a file. I'm using a Mac. How can I get it so all I need to do is double click on the file to download it?

[tanaudel]

I'm having the same problem. I'm on a MacBook Pro with Monterey. ANY file that's not stored locally I have to right click on and make local in order to open it. Even if it's small and the connection is great.

[sprocket003]

I also am having the same issue! When I double click a file that's in the cloud the Finder says "The file couldn't be opened." I'm on Monterey 12.0.1 on an M1.

[Walter]

Hi all!

For anyone affected by this, could you please try the steps outlined here and let me know if you notice any difference?

[simonellery]

Nope, does nothing.

[Walter]

Sorry to hear that @simonellery. 

May I reach out via email to have a further look internally? 

[simonellery]

Sure thing  🙂

[tanaudel]

That seems to have worked, thank you.

[Walter]

I just sent you an email to have a further look internally @simonellery - whenever you get the chance, please have a look at your inbox and we'll take it from there.

@tanaudel - glad to hear this worked for you!

[cleberdecampos]

I work on a team of 7 people, in which 5 people have issues with smart sync.

I am one of the 2 where Smart sync behaves as expected: when you double click an online only file, it opens instantly. 
I use 3 computers and 2 Dropbox accounts (the business and the personal), and for me, it works as expected in all of them (Big Sur and Catalina OS systems. 2 computers connected by cable, one laptop by wi-fi. 2 of the computers are from the company, therefore with more security issues, one is a personal laptop).

My other colleagues need to right click and select "local" before opening a file (they are using company macbooks and imacs). 

If they try to double click it, they will get an error message. (attached)

This becomes incredibly annoying when working with Indesign documents that have hundreds of links inside. 

My colleagues need to go file by file clicking to make local (or make huge project folders (50gb plus) available local.

We already contacted Dropbox support and the suggestion was to reinstall the app, then they closed the ticket.

The IT department of our studio also tried all sorts of troubleshooting without success.

we did all of these:

logout dropbox, restart, login dropbox
uninstall old dropbox with app cleaner
install new dropbox
tweak configurations of dropbox (activate and desativate extensions on mac permissions)
uninstall indesign
install older version of indesign

install most recent version of indesign

none of these steps solved anything. 

I read most of the posts on the forum with similar issues but couldn't find anything that worked.

status on bar is all files up to date.

can anybody help us with this incredibly annoying issue.

thanks

[Megan]

Hi @cleberdecampos, let's see what we can find on this! 

You mentioned that you've contacted our support team in regards to this. Would you mind sharing the ticket number with me, so I can locate it on our system? 

Let me know!