You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.

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TomGose's avatar
TomGose
New member | Level 2
7 years ago

I have an issue accessing my files as they're greyed out. Can you help?

I tried to upload a video to Dropbox yesterday and ever since I cannot even view my files/folders via my laptop. I cannot even write a ticket to support. the only link on the site that leads me anywh...
  • Mark's avatar
    Mark
    4 years ago

    Yes, you would need to create a new folder, move all the files in to it  and then share that with everybody if you them to have that name. But, remember - they can change the name themselves... to anything they want.

     

    The reason it keeps the first name given is that anybody, at all, who has that shared folder can rename it or move it as they like. So you cannot then change the name yourself. 

About View, download, and export

Need support with viewing, downloading, and exporting files and folders from your Dropbox account? Find help from the Dropbox Community.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!

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If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!

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Community Home | Modern Slavery Statement | Terms of Service | Privacy Policy 

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You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.

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Find help from the Dropbox Community."},"Rank:rank:47":{"__typename":"Rank","id":"rank:47","position":30,"name":"New member | Level 2","color":"333333","icon":null,"rankStyle":"TEXT"},"User:user:808498":{"__typename":"User","id":"user:808498","uid":808498,"login":"TomGose","deleted":false,"avatar":{"__typename":"UserAvatar","url":null},"rank":{"__ref":"Rank:rank:47"},"email":"","messagesCount":6,"biography":null,"topicsCount":1,"kudosReceivedCount":0,"kudosGivenCount":0,"kudosWeight":1,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2018-11-02T17:12:54.652-07:00","confirmEmailStatus":null,"registrationAccessLevel":null,"ssoRegistrationFields":[]},"followersCount":null,"solutionsCount":0,"ssoId":null,"entityType":"USER","eventPath":"community:mxpez29397/user:808498"},"ForumTopicMessage:message:307326":{"__typename":"ForumTopicMessage","uid":307326,"subject":"I have an issue accessing my files as they're greyed out. Can you help?","id":"message:307326","revisionNum":7,"repliesCount":9,"author":{"__ref":"User:user:808498"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:101001012"},"conversation":{"__ref":"Conversation:conversation:307326"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:307326"},"body@stripHtml({\"truncateLength\":200})":" I tried to upload a video to Dropbox yesterday and ever since I cannot even view my files/folders via my laptop. I cannot even write a ticket to support. the only link on the site that leads me anywh...","body@stringLength":"660","rawBody":"

I tried to upload a video to Dropbox yesterday and ever since I cannot even view my files/folders via my laptop. I cannot even write a ticket to support. the only link on the site that leads me anywhere is the dropbox business link (kind of ironic that you can ALWAYS upgrade).

\n

 

\n

To explain further, I cannot even see file folders, just grey rectangles.

\n

I CAN save things to dropbox via ny laptop AND I can access my files with my phone and the dropbox app but not through my laptop.

\n

I'll spare you my rant about writing tickets being the only means of communication available.

\n

Any ideas, I'd appreciate the help?

","kudosSumWeight":0,"postTime":"2018-11-02T17:17:58.228-07:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wx","node":{"__typename":"Tag","id":"tag:dropbox business","text":"dropbox business","time":"2022-10-25T07:42:00.782-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wy","node":{"__typename":"Tag","id":"tag:Restore","text":"Restore","time":"2022-07-26T01:00:16.034-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wz","node":{"__typename":"Tag","id":"tag:View","text":"View","time":"2019-10-08T04:51:14.432-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3w0","node":{"__typename":"Tag","id":"tag:Web","text":"Web","time":"2020-01-27T07:00:15.930-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:307326_7"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":16455},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[]},"Conversation:conversation:307326":{"__typename":"Conversation","id":"conversation:307326","solved":true,"topic":{"__ref":"ForumTopicMessage:message:307326"},"lastPostingActivityTime":"2022-07-26T05:10:55.247-07:00","lastPostTime":"2018-11-02T18:31:46.946-07:00","unreadReplyCount":9,"isSubscribed":false},"ModerationData:moderation_data:307326":{"__typename":"ModerationData","id":"moderation_data:307326","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:307326_7":{"__typename":"Revision","id":"revision:307326_7","lastEditTime":"2022-07-26T05:10:55.247-07:00"},"AcceptedSolutionMessage:message:307338":{"__typename":"AcceptedSolutionMessage","id":"message:307338","conversation":{"__ref":"Conversation:conversation:307326"},"author":{"__ref":"User:user:364291"},"revisionNum":1,"uid":307338,"depth":6,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"parent":{"__ref":"ForumReplyMessage:message:307335"},"subject":"Re: I have an issue accessing my files as they're greyed out. Can you help?","moderationData":{"__ref":"ModerationData:moderation_data:307338"},"body":"

Great, thanks for the update TomGose - so are you having the issue you described only on Chrome? Does it persist on an incognito window and after clearing your browser's cache

\n

Also, have you made sure you're running the latest version of Chrome? 

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Great, thanks for the update  - so are you having the issue you described only on Chrome? Does it persist on an incognito window and after clearing your browser's cache

\n

Also, have you made sure you're running the latest version of Chrome? 

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Can you help?","editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:307335"},"body":"

Alrighty, I see it now and it says \"up to date\".

","body@stringLength":"55","rawBody":"

Alrighty, I see it now and it says \"up to date\".

","isEscalated":null,"parent":{"__ref":"ForumReplyMessage:message:307333"},"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"customFields":[],"repliesCount":3},"ModerationData:moderation_data:307338":{"__typename":"ModerationData","id":"moderation_data:307338","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ModerationData:moderation_data:307335":{"__typename":"ModerationData","id":"moderation_data:307335","status":"APPROVED","rejectReason":null},"ModerationData:moderation_data:307333":{"__typename":"ModerationData","id":"moderation_data:307333","status":"APPROVED","rejectReason":null},"ModerationData:moderation_data:307330":{"__typename":"ModerationData","id":"moderation_data:307330","status":"APPROVED","rejectReason":null},"ModerationData:moderation_data:307329":{"__typename":"ModerationData","id":"moderation_data:307329","status":"APPROVED","rejectReason":null},"ForumReplyMessage:message:307329":{"__typename":"ForumReplyMessage","id":"message:307329","revisionNum":1,"uid":307329,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"conversation":{"__ref":"Conversation:conversation:307326"},"subject":"Re: I have an issue accessing my files as they're greyed out. Can you help?","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:307329"},"body":"

Also, where would I look to see of the app is up to date? Via my laptop the site is completely frozen. I may be able to find it with my iphone though. Thanks.

","body@stringLength":"165","rawBody":"

Also, where would I look to see of the app is up to date? Via my laptop the site is completely frozen. I may be able to find it with my iphone though. Thanks.

","author":{"__ref":"User:user:808498"},"isEscalated":null},"ForumReplyMessage:message:307330":{"__typename":"ForumReplyMessage","id":"message:307330","revisionNum":1,"uid":307330,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"conversation":{"__ref":"Conversation:conversation:307326"},"subject":"Re: I have an issue accessing my files as they're greyed out. Can you help?","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:307330"},"body":"

Dropbox takes time to transfer files between your computer and our servers Tom ( TomGose). 

\n

Bear in mind that most standard consumer ISPs offer 1/10th the upload speed when compared to the download speed and larger files will take longer to sync.

\n

You can always look at the Dropbox icon in your taskbar (Windows) or menu bar (Mac) and see if it is done syncing. When Dropbox is fully synced then you should see a tick followed by the words “Up to date” on the menu. 

\n

If you do not see this then can you please let me know what the message being displayed reads?

\n

Also, how did the reboot go for you? If you're accessing your account via the web please try another browser to exlude any browser specific issues.

\n

Thanks for your cooperation so far!

","body@stringLength":"1143","rawBody":"

Dropbox takes time to transfer files between your computer and our servers Tom ( ). 

\n

Bear in mind that most standard consumer ISPs offer 1/10th the upload speed when compared to the download speed and larger files will take longer to sync.

\n

You can always look at the Dropbox icon in your taskbar (Windows) or menu bar (Mac) and see if it is done syncing. When Dropbox is fully synced then you should see a tick followed by the words “Up to date” on the menu. 

\n

If you do not see this then can you please let me know what the message being displayed reads?

\n

Also, how did the reboot go for you? If you're accessing your account via the web please try another browser to exlude any browser specific issues.

\n

Thanks for your cooperation so far!

","author":{"__ref":"User:user:364291"},"isEscalated":null,"parent":{"__ref":"ForumReplyMessage:message:307329"}},"ForumReplyMessage:message:307333":{"__typename":"ForumReplyMessage","id":"message:307333","revisionNum":1,"uid":307333,"depth":4,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"conversation":{"__ref":"Conversation:conversation:307326"},"subject":"Re: I have an issue accessing my files as they're greyed out. Can you help?","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:307333"},"body":"

Hi Walter,

I am able to access dropbox using Safari whereas Chrome I couldn't (and still cannot). Honestly, when I log-in to dropbox there isn't anything in the task bar (I have a Mac) like you described.

I really appreciate your help, any other ideas? At least I can access it via a different browser but that, as you know, is treating the symptom not the problem.

Thank You.

","body@stringLength":"401","rawBody":"

Hi Walter,

I am able to access dropbox using Safari whereas Chrome I couldn't (and still cannot). Honestly, when I log-in to dropbox there isn't anything in the task bar (I have a Mac) like you described.

I really appreciate your help, any other ideas? At least I can access it via a different browser but that, as you know, is treating the symptom not the problem.

Thank You.

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Walter,

 

Many thanks. Using the incognito browser, I was able to access the files as usual. I also cleared the cache and was able to open dropbox normally without the use of incognito.

I had just updated the laptop to the latest version a few days ago.

 

I appreciate your help. Have a great weekend!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"postTime":"2018-11-02T18:26:42.777-07:00","lastPublishTime":"2018-11-02T18:26:42.777-07:00","metrics":{"__typename":"MessageMetrics","views":16369},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001012/message:307326/message:307340","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjQuMTF8Mi4xfGl8M3w1MjoxfGludCwzMDczNDEsMzA3MzQx","node":{"__ref":"ForumReplyMessage:message:307341"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:307341":{"__typename":"ModerationData","id":"moderation_data:307341","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:307341":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:364291"},"id":"message:307341","revisionNum":1,"uid":307341,"depth":8,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"parent":{"__ref":"ForumReplyMessage:message:307340"},"conversation":{"__ref":"Conversation:conversation:307326"},"subject":"Re: I have an issue accessing my files as they're greyed out. Can you help?","moderationData":{"__ref":"ModerationData:moderation_data:307341"},"body":"

No worries TomGose - glad I could help!

\n

Should you ever need anything else, just let us know.

\n

Thanks for using Dropbox and have an amazing weekend ahead too :wink:

\n

Cheers!

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