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Most incompetent support ever / Dropbox sync issue (drobox for business)

Hi all,

I have Dropbox synchronization issue with several laptops at my company.

The issue started after the latest update. The affected laptops are unable to sync with Dropbox.

I first reported the issue to Dropbox support on October 31, 2023. I was asked to provide the names of the affected devices. I will receive a email and have to respond with the name mailing from the admin address. I explained that this account does not have a mailbox and that I can only receive email from it.

9days later I received a response from Dropbox support (on November 8), but the response was irrelevant to the issue. I was again asked to email the issue from the admin account. Only then they can fix the problem.

I reiterated the issue and explained that I cannot reply from a forwarded email address.

I received a response from Dropbox support on November 9. I was again asked to email the issue from the admin account.

I created a new mailbox and linked it to the admin account because I didn't want to waste more time. I asked Dropbox support to always include my email address in the CC field of their emails.

On November 12, Dropbox support finally provided a solution to the issue (my email not in cc): I should log out of the accounts on the laptops.

However, this solution did not work. There is an error message in Dropbox that said "This computer isn't linked to an account." I attached a screenshot of the error message. I also explained to Dropbox support that I cannot uninstall Dropbox from the laptops and reinstall it because this would result in the loss of data from the past three weeks.

Dropbox support responded that it is logical that the laptops are not linked to the admin accounts because there are no devices linked to the admin accounts. Also they can't add an email address in CC for security reasons.

I responded that I am not stupid and that the screenshot and error message are from one of the laptops that is not syncing. Also I want my email address in CC because there aren't any security details shared, thus there is no security issue!

I also explained that I tried uninstalling and reinstalling Dropbox on one of the laptops, but this only worked because I had all of the files that were modified in the past three weeks on a USB drive.

On November 15, Dropbox support responded that one of the laptops with the issue was able to sync. They then asked me to log out and log back in on the other laptops to fix the problem.

I responded that logging out and logging back in does not work, as I have explained previously.

I am at a loss as to what else I can say or do to get Dropbox support to understand the issue. The time difference is also not helping. I am urging Dropbox support to resolve this issue as soon as possible. This is unacceptable.

I would appreciate any help or advice that you can provide.

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Megan

Hi @Admin30, sorry to hear about that, let's see what we can do to help!

If it's not too much of a trouble, I'd appreciate if you could send me your ticket number reference, in order for me to check your communication with our Support team, and check what steps they've already provided.

You also mentioned that you had some trouble with your devices not syncing properly, however I'd need some more info. When did this start?

What is the OS, and Dropbox version running on these devices?

Let me know more, and we'll take it from tere!

Admin30

Hi Megan,

Thank you for looking into this.

It concerns Ticket #22866777
OS = Win11
Dropbox V186.4.6207

We can no longer log in to Dropbox (desktop app), which prevents file synchronization. This has been an issue since the last Dropbox update (weekend of October 28). Logging in and out of Dropbox is not possible because it indicates that it is not linked. Attached are screenshots of the problem.

Removing Dropbox from the computer is NOT an option as it would result in the loss of +3 weeks of data.

can't log outcan't log in

Megan

Hi @Admin30, thanks for the additional info!

I checked the email address, and it seems that our agent responded back and provided some additional steps, on how to unlink the app using our website.

Have you given them a go?

Admin30

I suspect that this is not a solution for us.

Since the latest Dropbox update, my colleague is no longer synchronized. The latest update has the impact that the entire Dropbox folder structure is different, so all folders are now located in a different location on the laptop.

Because my colleague has been working offline for more than 3 weeks (i.e. with the files that are already on her laptop) and is therefore saving the files in the old locations, this will likely cause problems when she is back online.

The first thing Dropbox will do is implement the Dropbox update and thus change the locations of everything. After that, Dropbox will no longer know what has changed offline and this will therefore cause problems, I think.

I suspect that the only solution is for her to be online in the old structure first, have the files updated, and then only receive the Dropbox update. However, I fear that this is no longer possible and that this will therefore result in a loss of more than 3 weeks of work.

Is my reasoning correct?

Megan

Hi @Admin30, if the app isn't syncing at the moment then when the issue is reinstated, what should happen is that the app update everything that was changed locally, to the account online.

However, if you have any second thoughts about this, I'd suggest you make a copy of all the content that you've changed lately, and that they have yet to be synced.

You can keep this local copy somewhere in the device, or even on an external drive, and then proceed with the steps suggested by the Support agent.

Admin30

Hi Megan,

That's true, but only if the Dropbox structure has not changed in the meantime (according to me) and that is the case. The full folder structure has changed due to the update of October 28th:

C:\Dropbox (Company Name)

is now

C:\Company Name Dropbox

This means that all file locations have changed. It seems impossible for Dropbox to still make the update if this is the case.

Best,

Dennis

Admin30

As I suspected, 4 weeks of work lost for my colleague, for which I thank you all!

Admin30

Dear,

I would like to complete a support satisfaction survey, but the support representative via email "fails" to provide it to me. Could someone send it to me?

Thank you in advance.

Megan

Hi @Admin30, sorry to hear about that!

After a closer look at your open ticket, it seems that the agent working on your case is trying to resolve the survey issue, and re-send it to you.

On our end, we don't have a way to provide you with a survey here, and while we don't have a formal complaints process in place, we'll be happy to listen to your feedback.