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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.
Walter
Dropbox Staff
Dropbox StaffHey 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.
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
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 Walter
My support ticket was #18122873.
Jake from Dropbox wrote to me:
“This was a change that was made where the Alphabetical search is only for individual files that are outside folders, of files that are within a folder once you have the folder open.
Once you access a folder you will see that the files within that folder are searchable.
There are many customers that are not happy with the new lay out, may I suggest clicking on the following link and submitting an Idea to have the function reverted to the old process.”
That’s why i wrote in this forum…
CarloPlease note that my issue is different from Lorca's issue. The problem is still not resolved by Dropbox, almost a full week later. PLEASE can someone follow-up. Thank you.
- It seems to me that I DO have the same problem: The Dropbox search function neither in the iPhone App nor in my browser is usable, I get nothing at all or not what I’m looking for. I have the problem for more than a week now.
