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My backed up desktop folders disappeared from my computer and are only on the Dropbox cloud

Hi everyone -

have had Dropbox for a while, and have had specific files from my Macbook back up to Dropbox (my documents file and my desktop). When I used the laptop last night everything was located on my Macbook and in Dropbox where it should be. This afternoon, came home from work and I have nothing on my desktop anymore (all files, folders, etc) and my entire My Documents folder are gone from the Macbook but are in Dropbox. Anytime I create a new file on the desktop it disappears into the dropbox cloud. There are sync issues identified, and I can't fix them because Dropbox can't find the files in their original location...not sure what to do or how to fix. I want all the files in both places, not just in the cloud on Dropbox. Any help appreciated. Thanks!

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Hannah

Hey @GPet73, thanks for reaching out to our Community.

If you go to your local Dropbox folder in your Finder, are you able to locate your desktop files there?

And in their original locations, do you see shortcuts for the folders, or just nothing at all?

Also, what is the sync status of the Dropbox app? You can hover over the Dropbox icon in your menu bar with your mouse to find out.

Let me know what you find.

Abuhitham

Same Problem and other folders disappeared ( Desktop - Documents - Video ) In cloud only

any help appreciated

Update -- Add Picture can't remove Desktop From Syncing in Dropbox

GPet73

Hi Hannah -

thanks for responding. will try and answer everything but let me know if I leave something out.

I can see most of my files in finder (except for the ones that I have as online only) but the backup folder is not visible at all

the folders from my desktop and the documents folder no longer appear anywhere on my computer - only in the online/web browser link to dropbox and for some - they have completely disappeared from my macbook locally

there are two sync issues that need to be resolved when I hover - the desktop folder and the documents folder, but I can't restore since the original locations can't be found, I've tried uninstalling/reinstalling the app as suggested by dropbox for fix, I cannot make new folders in either location on my macbook because they then quickly disappear into the cloud. Anything I put on my desktop (even as quick as a screenshot) disappears automatically to the dropbox cloud and off the desktop.

super frustrating as dropbox was intended to be back up - not home for these files. hope that makes sense and let me know if I have missed anything. Thanks again!

Abuhitham

I downloaded my files from Dropbox Backup and after all that hard work it disappeared and i can't disable sync and also auto backup pc

I WANT MY LAST STATUS BACK

Jay

Hi @GPet73, could you attach a screenshot describing what you're experiencing with the location of the computer backup folders?

@Abuhitham, have you changed the computer backup in any way via the desktop app or the site itself?

Abuhitham

Hi @Jay

thanks for responding,

of course not
I expect that after the last update of the program
I saw a message like that you can't see your backup files in File Explorer
And you can watch it online in dropbox backup

And then there was a problem with the disappearance of shortcuts, documents and files that had already been backed up

I tried to restore the files several times and cancel some features in the Dropbox and also reinstall, but to no avail

Thank you for helping us

GPet73

Photo 1.jpg Photo 2.jpg Photo 3.jpg Hey @Jay

Thanks for responding. I have attached three screenshots for you. One is the desktop (photo 1) - there should be a folder there under my hard drive (as well as a documents folder in my files, but didn't add a screenshot of that). I can tick off the box to have them added back to my macbook (photo 2) but within a few minutes of doing so they disappear again into the cloud. Photo 3 is the sync issues I see in the app - the problem is, every time I add something to the desktop or documents folder it is within a minute or two sent back to the cloud.

Hope that helps and thanks in advance for the assistance.

Hannah

Thanks for all this info, @GPet73 and @Abuhitham.

Can you please confirm with us, which version of macOS you're running and which version of Dropbox you have installed?

You can see the Dropbox version, by hovering over the Dropbox icon in your menu bar with your mouse.

GPet73

Hey @Hannah

I am running Monterey 12.4 and I can't confirm what version of Dropbox I'm running as it was advised to remove and re-install and as it is currently syncing, I can't see what version it is now, apologies.

Hannah

You should still be able to see the Dropbox version, if you hover your mouse over the Dropbox icon, instead of clicking on it, would you mind trying again?

Dropper2244

I'm having the same exact issue as the others above.

I'm using dropbox version 153.4.3932.

and OSX Monterey 12.4

Formerly was syncing my desktop, movies, and documents folder to dropbox. Returned to my computer one afternoon about 6 days ago and those folders had all disappeared locally from my computer. Only viewable now on dropbox.com. Dropbox app showing sync errors.

Hannah

Thanks for the nudge here, @Dropper2244 and sorry to see you're having trouble with this.

Can you please also check the sync status of the Dropbox app?

You can do that by hovering your mouse over the Dropbox icon in your menu bar.

GPet73

Hey @Hannah

the current version is Dropbox 154.3.5344

jpjd

It looks like dropbox on latest version of Mac OS is now stored in the CLOUD STORAGE folder (which is in the LIBRARY... which is hidden by default on the Mac!) This is so dumb and unintuitive. Also I'm super annoyed I can't store my dropbox on an external anymore. My Mac Studio has a small hard drive and I like to keep files viewable offline which is now impossible based on my internal hard drive space. I HOPE dropbox changes this back to the way it was sooner than later of I'm looking for a new cloud storage solution.

If this isn't fixed soon I will be heading over to Google drive. I can store my files offline to any drive I choose.

Screen Shot 2022-07-27 at 8.41.09 AM.png

Dropper2244

Hovering over the dropbox icon in my menu bar, it perpetually says "downloading 2 files".

Upon clicking, at the bottom of the dropdown window it says "syncing 2 files".

Under the "sync history" tab of the same window, at the top theres a yellow box saying "couldn't sync files - to fix this, view sync issues for your files".

Then clicking into the "sync issues" its shows an error for "Desktop - Couldn't download. In the file info, unselect the locked checkbox". I've confirmed none of the folders having issues are locked in the file info.

James_H

I am experiencing exactly the same problem as Dropper2244 above

Megan

Hi everyone, thanks for your patience on this one!

Can you try logging a ticket with our Support for this one? Feel free to share your ticket with me here once you do.

If you have any problems doing so, let me know and I'll be happy to open one, on my end for you.

Thanks a bunch!

LivT

Hi Megan, I have the exact same issue. I emailed support but they gave me tips on how to cancel a Backup instead...which has nothing to do with this issue I believe.
Can anybody help me?
Thanks

Walter

Hey @LivT - sorry to jump in here, but could you share your ticket ID with us so that we can look it up in our system?

Also, are you able to navigate to your backups page and manage your backed up folders from there normally?

LivT

Hi Walter, sure here is the No. 23082206

Yes, I can. Tho one of the two shows unlinked, and that is the one with the most updated Downloads, Desktop etc.

I also have some synch issues as others reported. I attach screenshots in case they are useful. Thanks a lot in advance!

Screen Shot 2023-12-27 at 12.18.56 PM.png

Jay

Hi @LivT, thanks for the info. I'd recommend replying to the support ticket directly to advise that the information isn't helpful to your issue.

I've also gone ahead and prioritized the ticket to expedite matters on your behalf.

LivT

Hi Jay, I have already done that a few days ago. Thanks