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I did uninstall and reinstall and now I see the new Dropbox and Dropbox (old) and no storage space,

I did a uninstall and a reinstall as some shared files were not going into Dropbox. When I did the reinstall it looks like it is syncing absolutely everything on my computer. I also have a file called Dropbox (old) which I thought would be removed. In the new Dropbox file, I have folders but nothing is in them. I don't know how to resolve this . I cannot find the tabs that the instructions on the website are eluding to. Please help.

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Walter

Hey @Quiksylver, sorry to hear you're having issues with this.

Can you please send us a screenshot of the app's exact status and version as shown in your menu bar/system tray?

Where is the Dropbox folder located as per your Sync tab under the app's preferences?

Also, do you any syncing icons in either of your Dropbox folders at the moment?

Let us know what you find and we'll take it from there.

Quiksylver

I hope this information is what you requested. I have also included a copy of what was placed in the dropbox when I did the re-install. I question the Epson 'stuff' as to the reason it is in Dropbox. There are many more files (for the lack of a better word) that should never been placed in Dropbox.

Thank you as I have located the information with the links that you have provided.

Quiksylver

Walter

Did you enabled the Dropbox Backup feature at some point perhaps @Quiksylver?

What's your account's plan tab showing in regards to your quota at the moment?

Did you check your Dropbox folder's content for any syncing icons by the way?

Quiksylver

Walter,

When I go into the plan tab is says Dropbox Basic (free). That is not true as I paid for the subscription. I did use the free one for a minute when it was first introduced. There always is confusion as one is my personal name but the one that I need is under my business name. I only use Dropbox for my tax business and related documents.

I sent a picture of the folders in this Dropbox. All folders are empty and no syncing icons.

I do not recollect doing a drop box backup but it does say that it is 10% complete under the Sync and backup tab. I tend to panic when things go 'offside'.

Sylvia

Jay

Hi @Quiksylver, is it possible that you have another Dropbox account on which your files might be located?

Quiksylver

I believe that is the case but have no idea how to locate and rectify the situation. When I go to my C:\users\s_ __\ there is a DropBox and a Dropbox (old). The old still contains the files and the Dropbox (that is the one being reinstalled) holds empty folders. I would like to delete the one that is currently being reinstalled but it is out of storage so it cannot complete the reinstall.

Gosh this is so confusing to this old girl.

Jay

The old folder should belong to a different Dropbox account entirely. Do you have any other email addresses that could've been used to login to the Dropbox site with?

Quiksylver

Jay,

I have the following email addresses.

[Removed as per Community Guidelines]

Dropbox was set up as a solution for my personal tax service business as I used a laptop and a desktop. Worked wonderful.

Sylvia

Jay

Could you try using those emails when trying to reset the password for the Dropbox account from this page?

If any of them have a Dropbox account associated with them, you should receive an email to reset the password. Once you've done so, you can login to see if the missing files are there.

Quiksylver

Jay,

I did as you advised, tried the three email address to reset the password and I could only change the password for the email address [email removed as per Community Guidelines] When I opened that file up it contains only the folders that I have sent to this page previously and they are still empty.

What do we do next to rectify this? I would like to terminate the reinstall that is taking place now (which can't be completed as I am supposedly out of storage) and continue with the limited functionality of the Dropbox on my C drive labeled as Dropbox (old).

Any other recommendations would be appreciated.

Jay

You can deactivate the computer backup on the current installation if it is running by following these steps.

Regarding the old folder, it should belong to a different Dropbox account, however, without knowing which account it was connected to, it can't be linked correctly.

Quiksylver

I have been away and I was hoping that the issue would resolve itself in my absence. But alas, it did not.

I tried to disable the back up as per your instructions. When i get to step 3: Click Manage backups I get something asking 'if I want to keep my PC backed up?' It has three boxes 1. desktop, 2. documents and 3. downloads. I can click on any or all of these and then it says to 'setup' or 'not now'. Step 4 states that I should find 'adjust settings' and click disable backup. Unfortunately, not so on my computer.

Is it possible to just cancel/terminate the syncing that is in process? That would give me the best results as long as the contents of the Dropbox (old) is not jeopardized. I am at my wits end. Please help in any way you can. I must get this rectified by year end.

Jay

It sounds like computer isn't setup on your machine, since you're getting the option to set it up when you select folders.

Could you attach a screenshot of what you're seeing on this page?

Quiksylver

This is what shows up after I click 'Manage backup'.

Sylvia

Megan

Hi @Quiksylver, thank you for your patience!

It seems the feature hasn't been enabled indeed. Now, did you have any progress with your app's syncing status?

Also, when you visit your account's plan right here, what do you see in terms of your space?

Quiksylver

Megan,

The syncing status remains the same ' Uploading 29 files. Can't update as your dropbox is out of space.

When I go into subscription is tells me that I am using Dropbox Basic (free) with no billing information. I do pay the subscription in February and have done so for many years.

As we are getting nowhere fast, what would happen if we deleted this Dropbox and I purchase a new subscription. First off, I will be losing 2 months worth of paid subscription but more importantly can I capture everything that is on my C: drive labeled 'Dropbox (old)?

Please advise.

Megan

Hi @Quiksylver, is it possible that you have two accounts, and you're using your Basic account with your desktop app?

If I were you, I'd firstly use our self-serve look-up tool, in order to locate the charge. If it's another one of your accounts, and email addresses that you have access to, you could then try to sign-in to the app with that email address.

As for deleting your account: if you uninstall the app, and delete your account you should be able to keep your content on the device, and then sync it to the new account.

Quiksylver

Megan, Walter or Jay

And the saga continues. But..... your guidance is still required. As I stated before, I have Dropbox on another device. I opened that Dropbox app and located what we need.

The account that I need is attached to the email: [personal information removed per the Community's Guidelines]. I know the password. And I have used 0.1% of the 2.0 TB storage.

Now I need explicit instructions to delete the Dropbox app that is currently loading under the email [personal information removed per the Community's Guidelines]. I concur with your previous suggestion that perhaps the Dropbox attached to that email is not set up.

Your prompt guidance will be appreciated.

Jay

If your Dropbox desktop application is signed into the incorrect account, you can sign out of it by following these steps. Once signed out, you can sign into the correct account for the files to sync.