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Forum Discussion
Search not working
Dropbox search can’t find anything. The files, however, are there. How can I make Dropbox find them or reindex them???
- Solved. Miraculously the search tool is finding files again after going on an unexplained weeks-long holiday.
If anyone else experiences this problem, try waiting it out. 🤷♂️
The Dropbox search function hasn't been working on my computer or phone for the first time in all my years using Dropbox. It has been about 24 hours now, and I am STILL waiting for Dropbox to resolve the issue. The customer service is quite slow and their specialist has still not gotten back to me (the chat agent was very helpful but couldn't resolve it after troubleshooting). It just keeps saying "no search results found" despite these being commonly searched files. It's clearly an error on Dropbox's end. The agent had me check another browser and incognito windows...same thing. I also logged out and logged in, nothing. Restarted my computer, nothing. On the phone app, every search just says "zero results." I just wanted to register this here.
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
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.
I'm sorry you're having the same issue, Simon. It's apparently a known Dropbox issue that the engineering team "is working on."
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.
- Since my last update there has been a change in the Dropbox app for iPhone. I’m looking for specific files inside my Dropbox and enter the exact filename but still they don’t show up. Before the update everything worked well.
I’m experiencing exactly the same issue, on iPhone app, on iPad app and in Safari web browser too which makes it highly likely that the problem exists on Dropbox’s end. Have just made the iPad and iPhone app update today and issue persists including in the web version. Disappointed, I’m paying a prime price for Dropbox expecting a prime service!
“Since my last update there has been a change in the Dropbox app for iPhone. I’m looking for specific files inside my Dropbox and enter the exact filename but still they don’t show up. Before the update everything worked well”
- Walter
Dropbox Staff
Hey mpintomali & Lorca55 - sorry to hear you're having issues with the search function in your Dropbox accounts.
Can you please send us a screenshot with a sample search term and the results you'd expect to find and clarify how long have you been having this issue?
Also, mpintomali if you could share your ticket's ID, it would help us locate it in our system.
Keep us posted!
Thank you for your reply, Walter. The search function is still completely not working on either phone or computer, and Dropbox customer service has been awful. It is now Tuesday and the problem started on Sunday. This is the ticket: https://www.dropbox.com/support/ticket/18158800 (there is an image attached). John, the Dropbox specialist, said it's a known issue but left open when it will be resolved. It's quite frustrating, since I feel like I'm paying for a service that I'm not receiving and that I very much need. The search function has worked flawlessly for years, and I've searched for numerous files and folders. Now, anything I search comes up as "No search items found" (computer) or "No results" (phone).
If there is anything you can do to assist, I would be deeply appreciative. Thank you.
- Walter
Thanks for the ticket ID mpintomali
I looked it up in our system and passed your comments on to the expert who's handling your case.
You should be hearing from them soon, but please let us know if you have anything else to add in the meantime.
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!
- Hi
- Hi..in past 24 hours , all the files I have created or edited becomes unsearchable. I can manually find the files but nothing is found when I search for it using file name. Dropbox tech support asked me to wait 72 hours and it will fix itself. Just wondering if anyone is experiencing similar issues...
- Megan
Hey Kav18, I'd be happy to help with this!
Can you clarify which platform you're using on your end, when you notice this behavior? Is it the same when you use our mobile app, desktop app or web?
Also, feel free to send me your ticket number reference, so I can locate it on our system.
Thanks a bunch!
I wish Dropbox would stop the avoidance tactic by sending frustating go-nowhere questions and requests for informaiton. The search feature simply does not worked as it has for years now. From what I can tell it is a problem with photos/files added or copied to Dropbox folders via the laptop app. Now that I've searched the community boards, I know it's not me. In the past I have usually gotten prompt, meaningful responses to problems I've raised. The silence on the search complaints is deafening...which probably means the search problems are chronic and serious. At this point, I wish Dropbox would just admit it.
