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Space usage is wrong

Hi all,

Any and all help appreciated guys - I've got 109GB of storage of which a 100GB 12 month freebie is about to end. I've had a clear out and on my pc the total file size is now 365MB but dropbox is reporting 11.7GB used (see first snip) and I keep getting emails telling me I'll be over my storage quota when the freebie ends. I've removed any shares I can find and cleaned the deleted files folder but still nothing. In the second snip below you can see dropbox folder sizes and they agree with the third snip of what my pc tells me is there.

regards

Dave

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Accepted answers

dave99

Finally resolved - there was a hidden folder I couldn't access without the direct address for it's location. Contents deleted and now my account is reporting the correct usage.

Thanks everyone here, Jay, Joni and the Dropbox engineers for helping to resolve this.

All comments

Rich

@dave99 wrote:
... total file size is now 365MB but dropbox is reporting 11.7GB used (see first snip) and I keep getting emails telling me I'll be over my storage quota...

You likely have the backup feature enabled. Check your Backups page.

dave99

Thanks for the reply Rich, I did have a backup set but I deleted that as part of the clear out, could it still be active or does deleting the backup disable it? If not I can't find a setting to disable the backups

Rich

@dave99 wrote:
If not I can't find a setting to disable the backups

First link I posted in my reply.

dave99

Thanks, found the info but no backups set on any of my devices. Tried setting a backup on each device and then deleting them incase the system has got stuck somehow but still the same.

Hannah

Hey @dave99, thanks for joining our Community!

Would you mind sending us a screenshot of what you see in your Backups page here?

Thanks!

dave99

Hi Hannah,

Thanks for taking the time to help - here you go

Megan

Hi @dave99, is it possible that the changes you made, have yet to sync to your account online?

What does your syncing status report?

dave99

Hi Megan,

Thanks for the help, I deleted the vast majority of files last week including a backup so it should have had plenty of time to update. I've also been into all 3 of my devices and they're all up to date. All 3 devices report the same 11.7GB used but all 3 only have 365MB of files. The syncing status on my pc says "your files are up to date" and when I go into view sync issues it says "no issues"

Hannah

Happy Monday, Dave and thanks for the screenshot and the additional info.

Can we reach out to you via email, so we can investigate on this internally?

dave99

certainly Hannah, do I need to pm you my email address or do you already have access to it?

Jay

Hi @dave99, I've sent you an email, please could you reply to me as soon as possible!

dave99

Finally resolved - there was a hidden folder I couldn't access without the direct address for it's location. Contents deleted and now my account is reporting the correct usage.

Thanks everyone here, Jay, Joni and the Dropbox engineers for helping to resolve this.

Hannah

Thanks for keeping us in the loop, Dave.

I'm glad to see your issue was resolved.

If you need anything else, make sure to give us a shout.

Have a wonderful rest of the week!

ELEL

HI, i have the same issue with my storage level after i insert the usb for back up. How or where did you find the hidden file? best, EL

dave99

Hi ELEL,

Dropbox engineering had to look into it and gave me a link that went straight to the folder- the folder was there you just couldn't see it from the backups page.

Were you backing up the usb to your dropbox or were you backing up your dropbox to the usb? Have you tried the suggestions I got sent previously in this thread?

Regards,

Dave

ELEL

Hi, I changed my laptop so I inserted the usb that automatically updated my dropbox with the data saved from my usb backup storage.

So now:

_ I deleted the cache

_I look into hidden file

_I delete the app and downloaded again

_cancel some files to see if the the level of storage would have updated but not

here the picture of what I see. on the info from my pc of dropbox it said 1.94gb, while on dropbox app is said 5,2 gb

Immagine 2022-10-06 182326.png Immagine 2022-10-06 182436.png

many thanks,EL

Rich

@ELEL wrote:
on the info from my pc of dropbox it said 1.94gb, while on dropbox app is said 5,2 gb

Check your Backups page.

ELEL

Wow I found the files copied from the automatic backup there! Now it all adds up, thank you very much Rich!!😊