Some customers who use Dropbox, or other cloud storage providers, have questioned why the files they are trying to import are grayed out, and why they are unable to select or download the files.
This is usually because they have accessed the cloud storage provider from the app’s Case Selection screen, which is where you create a new Case File, or open an existing Case File. This is not where you select files to import.
To download files from a cloud storage provider you need to open a Case File first, and from inside the case press the Plus button at the bottom of the document list, then choose Import Documents. From the window that pops up you then navigate to the cloud storage provider to select and download the files.