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Forum Discussion
Search not working - no result, but the folder is there.
Hello all, Just today I was using DB as normal, and attempted to find a folder for a particular job. We use a a number system to identify folders like "20-240" where 20 is the year, and 240 is the 2...
Daphne
Dropbox Staff
Dropbox StaffHi JefW, I hope you're having a good day so far!
Since you've already tried this with another web browser, would you mind letting me know if you have the same behaviour when you're using an incognito window? Can you also try clearing your browser cache to see if that helps?
If the issue persists, could you send me a screenshot of what you see when searching for a particular folder name?
For searching in the desktop app, are the files that you're searching for synced locally on your computer or "online only" with Smart Sync?
Let me know and we can go from there!
Thank you for a response Daphne,
cleared browser cache (as I mentioned I attempted with two different browsers, one had never logged onto dropbox before), as well as my co-worker on a different computer had the same issue), and attempted the incognito approach, both with the same negative results in that the search did not work.
The files searched for are not using the "smart sync" and are not on my local computer (they reside on my co-workers local computer (and synched to dropbox).
Hope this helps to troubleshoot the problem.
Thanks for your time.
edit - I'm not sure how I should send you a screenshot, did you mean to post it here in this thread?
I'll attempt to do that (note I blocked out our user name).
- Daphne
Thanks for getting back to me here JefW!
Was this screenshot taken when searching from your desktop app, or from your coworkers computer? If the files are not synced to your desktop then they wouldn't appear in the results when searching through the desktop app.
Would you mind sending me another screenshot of what you see when searching on the website? It's definitely good practice to exclude any personal info from the screenshot too like you did in your last post, so thanks for taking the time to do that!
Hi Daphne,
Yes, that search was via my desktop app (Like you asked).
This screenshot is when I used the web based search function.(note: I had to move and work on the original missing folder from when I started this question thread... the 20-240... but I know the same problem is also associated with the 20-239, so I'm showing you the results of that search, which also failed to find the proper folder). Again, when I go into my co-workers folder, I can clearly see the 20-239 is there, but it will not show in the search results.
Also of note, and might help with the troubleshooting... when I moved that folder yesterday 20-240 to my system to work on it, it seems to have fixed the issue (I have another co-worker (there are 3 of us in total), and his search worked when I moved the folder to my system).
I've contacted my other co-worker and have asked him if his files are all currently synched, and am awaiting his reply.
screenshot attached is from the web search.- Daphne
Thanks for that JefW, apologies if I wasn't clear initially that the screenshot that I was referring to was for the website.
It's rather strange though that you were only able to search the folder online when you synced the folder locally.
I'd suggest to reach out to our Support team so that they can have a better look into this with you since I wasn't able to replicate this myself. You can reach out to them with the options here.
Once you do, you'll receive a ticket number (eg. #1234567) which you can let me know and I can pass along all the info you kindly provided here already.
Thanks!
