Note: If you’re still installing the integration for the first time, see Dropbox Sync Installation Instructions instead.
A folder is missing for a specific case
New case folders are created automatically and can take a little while to appear — if you just added the case, give it a couple of hours before assuming something is wrong.
If it’s been longer than that, check the following:
Make sure you have a folder named exactly “MyCase” in your Dropbox account, in its original location. If it’s been renamed or moved, that will stop new folders from syncing.
Confirm the case is marked active in MyCase. Only active cases sync to Dropbox.
Very long case names (over 256 characters) can prevent a folder from being created. If your case name is unusually long, this may be why.
If you’ve checked all of the above and the folder still hasn’t appeared, contact our Support Team at [email protected], or by chatting in — we can attempt to generate the missing folder for you from our system.
“We are unable to load your Dropbox documents at this time”
If you see this message in a case’s Documents tab, it means the sync has been interrupted. This is almost always caused by the “MyCase” folder being moved from where it was originally installed in your Dropbox account.
To fix it, locate wherever the folder ended up and move it back to its original location. If you’re not sure where that was, contact our Support Team for help — in some cases the integration will need to be reinstalled, which is covered in Dropbox Sync Installation Instructions.
Documents added in Dropbox aren’t showing up in MyCase
The Dropbox integration syncs in both directions, but only for folders our integration created. If a document you added in Dropbox isn’t appearing in the case’s Documents tab in MyCase:
Confirm the document was placed directly inside the correct case folder (not a folder you created yourself inside the MyCase folder — those don’t sync).
Give it a few minutes; syncing isn’t always instant.
If it still hasn’t appeared, contact our Support Team so we can take a closer look.
Multiple case folders — or the whole MyCase folder — have disappeared from Dropbox
If everything was working and then a large number of folders (or the entire “MyCase” folder) suddenly seem to be missing, this is usually the result of the folder being moved or renamed somewhere in your Dropbox account, sometimes by another user on your team.
What to try:
Search your Dropbox account for a folder named “MyCase” — it may have been moved rather than deleted.
If you find it, move it back to its original location to restore the sync.
If you can’t locate it, contact our Support Team. Depending on the situation, this may require reinstalling the integration (see Dropbox Sync Installation Instructions and Migrating Existing Dropbox Documents into MyCase for what that involves).
Uninstalling the Integration
Are you sure you want to uninstall the Dropbox integration?
Dropbox folders will no longer be visible in MyCase for each case. MyCase folders and files will remain in Dropbox but no more syncing will occur.
Do not uninstall if you plan to use the Dropbox integration in the future. We currently do not support reinstallation with MyCase folders that were created during the initial setup.