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Frostbytes's avatar
Frostbytes
Explorer | Level 3
6 months ago

Issues with File Requests: "Something went wrong, but we think it was a fluke. Try again."

For the last two weeks, file requests fail when clients send us files, with both Mac and PC on multiple days.  The same file requests previously worked, as recently as three weeks ago.   The clien...
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Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox Staff

Hey InfoSLSorg, let's jump right into this! 

 

Is it possible that you have any available plug-ins on your browser that might be causing this? Do you notice the same behavior when using an incognito tab? 

 

Feel free to send me a screenshot of the error message you receive on your end, while hiding any personal details there.

 

Keep me posted!

InfoSLSorg's avatar
InfoSLSorg
Explorer | Level 3
6 months ago

Megan,

I have tried using Ignito in all the browsers. Same error. I was able to access these folders until today!

 

I have not added any plug-ins to my browsers AND I am having the issue on all my browsers (Chrome, Firefox, Safari, Edge, and Opera).

 

The files in the two file request folders are critical and I need to access them asap.  Any help is greatly appreciated!

 

Attaching a screenshot from one of the two that I can't access.

 

Thank you.

 

 

 

 

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    6 months ago

    Hey InfoSLSorg, when did this start happening?

     

    Have you tried contacting our Support about this? If so, would you mind sharing your ticket number reference, in order for me to locate it on our system?

    • InfoSLSorg's avatar
      InfoSLSorg
      Explorer | Level 3
      6 months ago

      Just started happening today.

       

      I did contact Support after posting this. - started with a Chat, moved to Email. The ticket number is 23842651.  The person I am communicating with is named Derek. The most recent communication they asked me to record the screen showing the error, which I did. The link to the screen recording is https://capture.dropbox.com/mY1rspJayvu7uXD6.

       

       

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff
        6 months ago

        Hey there, InfoSLSorg!

         

        Thanks for the heads-up! I've located your ticket number, and passed my comments to it too. 

         

        I'd suggest that you continue troubleshooting there, since our Support has more tools, and visibility to the account itself and your case might need to go to our Specialized agents.

         

        If you need something else, please let me know and I will be more than happy to help every step of the way! 

  • Numbersguy7777's avatar
    Numbersguy7777
    Explorer | Level 3
    6 months ago

    The only way I was able to obtain resolution was to find the email from dropbox that alerted me that the client had uploaded the requested documents, then click on the link to the folder inside that dropbox email.  I could not view the files when I directly went into dropbox and found the folder, however.   Try clicking the link in the alert email from dropbox instead

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