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I see duplicate Dropbox folders on Windows, after reinstalling the desktop app, and they both sync

Hi there

I had a problem where I noticed one day about a month or so ago that my backup of my current computer had disappeared so couldnt access any files from my computer on my phone. The only way I could see to fix it was to reinstall dropbox on my computer which it fix the backup problem. However I now have a problem on my computer where my windows explorer shows two indentical dropbox folders. How do I remove of them without losing any files? Anything I do to one of the folders affects the other, they both have the same files and both sync. Thanks in advance.

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Hi Megan

My husband has just managed to sort everything out for me. Thank you both for your help.

edit:

For me it turned out that Id been using a downloaded version of dropbox on my computer and when I uninstalled it to fix my back up problem I then reinstalled dropbox using the microsoft app version of dropbox instead. That caused me to have two identical dropbox folders that were both syncing. To fix it we uninstalled dropbox again and then reinstalled using the downloaded version again and it fixed my duplicate folder problem.

The problem i was having where i was getting the message on the last screenshot about my folders were not in the defaut location, my husband googled some hidden commands in the dropbox application that allowed you to reset the default location which fixed that problem. I dont remember what is was now though im afraid.

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Hi @Xariel, welcome to our Community!

What you mention is quite odd indeed.

Can you send me a screenshot showing the two Dropbox folders you see with their syncing icons?

What’s their filepath on your computer?

I’d also like to know the syncing status and app version of the Dropbox app there.

Keep me posted.

Hi Nancy

Here is screenshot.

Screenshot 2024-05-22 23.51.45.jpg

They both have the filepath C:\Users\dream - they both look the same as the one shown in the screenshot

I think the version on my computer is v199.4.6287

Hey @Xariel, thanks for the screenshot!

Would you be able to also check the app's preferences, and more specifically your Sync tab to check if the Dropbox folder path is the same one as the one you see on your screenshot?

Hi Megan

Here is the screenshot.

Screenshot 2024-05-23 19.29.25.jpg

Thank you

Hey @Xariel, thanks for the screenshot.

Is the path of the other Dropbox folder exactly the same?

If you click on the Dropbox icon in your system tray and then on the folder icon next to your avatar, the app should open your actual syncing Dropbox folder.

Also, I want to point out that the sync icons on the files in your first screenshot don't look like Dropbox icons, but OneDrive ones.

Can you disable OneDrive and let me know if the Dropbox icons come back?

Hi Hannah

Yes both folders have the same filepath. When I click on the dropbox icon in the system tray the folder directs me to the bottom folder. In this screenshot.

Screenshot 2024-05-23 22.34.17.jpg

My Onedrive wasnt connected to any account but ive uninstalled it anyway. Doesnt look like anything changed. The screenshot above was after I uninstalled onedrive.

Thank you

Thanks for checking, @Xariel.

Another issue is that the icon of the Dropbox folder should be a Dropbox icon, not a blank white page icon.

If you add a file or make any change to the bottom Dropbox folder, does this change sync to your account on dropbox.com as well?

Yes Ive seen that both folders are just blank white page icons but not sure why. I added a blank new text doc to the bottom folder and it appeared in both folders and on the dropbox.com

Hey again, @Xariel! Can you right click on each of these folders, go to their Properties and send me a screenshot of what you see?

Before reinstalling Dropbox on your device, did you completely remove the app from your computer? If yes, did you also delete the local Dropbox folder after that?

Hi Nancy

Here are the two screenshots.

Screenshot 2024-05-24 23.27.56.jpg Screenshot 2024-05-24 23.25.58.jpg

When I uninstalled dropbox I just went to the programs and features and uninstalled it from there. I must have reinstalled it a different way as i cant see it in the list this time in the programs and features. I didnt delete anything anything else at the time. Do I need to try and uninstall it the way you linked and then reinstall again?

I wouldn’t suggest this for now. One more thing I’d like to ask though is whether you were asked to pick the location of your Dropbox folder once reinstalling the Dropbox app.

If yes, did you choose your previous/existing location?

I’d like to gather as much info as possible and check this with our team.

Hi Nancy

Yes it gave me some error at first (I cant remember what it was now) and then I chose the location it used to be in.

Is there any chance you installed the Dropbox app via the Microsoft Store when this happened?

Hi Nancy

Yes im pretty sure I did

Thanks for all the info, @Xariel.

I think in this case, what you'll need to do is the following:

Uninstall the Dropbox app
Make sure the device is no longer linked to your Dropbox account (you can confirm this from your security page, the particular computer will need to be removed from your "devices" list).
Delete the existing Dropbox items
Reinstall the Dropbox application either from our website or the MS Store and sign in to your account

Try these steps and let us know how it goes.

Hi Hannah

If I remove my current computer from the device list will my backup of that computer be removed aswell? If it doesnt, when I reinstall dropbox will dropbox think my computer is a new device and try to backup again or will it recognize my computer backup when i reinstall and continue as if nothing happened? Sorry if this is confusing. Many thanks

No worries, @Xariel!

If you have the backup feature enabled, to make sure everything goes smoothly, I would suggest disabling it first and then moving forward with the uninstalling of the app.

Hi Hannah

Ive tried to do what you said about uninstalling etc, Its a bit of a mess right now. Ive uninstalled the app, unlinked my computer on the security page, then deleted the dropbox folder. It deleted all my files etc on my computer AND I still have a dropbox folder that still seems to be there that I cannot delete. Heres a screenshot.

The error message comes up everytime I try to open any folders or save anything. I havent reinstalled yet but I cant access any of my files currently so im going to have to reinstall it again even though theres still a problem.

edit: I restarted my computer and it fixed the error message problem.

Its like dropbox is still installed even though i uninstalled it and ive searched to see if on my computer at all and i cant find it.

Keep in mind that your Dropbox content will remain there, even if the app is uninstalled @Xariel.

If you wish to remove them, you'd need to delete your Dropbox folder. You mentioned that it's like Dropbox is still installed, but if you've managed to remove both the program and the folders, you should be good to go.

Hi Megan

I did delete the folder and non of my usual files are on my computer anymore after uninstalling. However the folder is there but empty. I will see what happens when I reinstall then. Thank you

Hi Megan

It appears im practically back to square one in that the two folders are back in my windows explorer folder. Now however, my backup feature wont work. It keeps telling me my folders are not in the right location for it to work. Heres a screenshot.

Screenshot 2024-06-03 22.37.03.jpg

Also my computer is now not linked properly. How do I link my computer so that my files are back as they were? Thank you

I see, when you say that your device isn't properly linked, would you mind clarifying @Xariel?

Also, if you check the app's preferences, and more specifically your Sync tab, where is your Dropbox folder located?

Are your Backup folders on the same path as the Dropbox folder, or somewhere else at the moment?

Hi Megan

My husband has just managed to sort everything out for me. Thank you both for your help.

edit:

For me it turned out that Id been using a downloaded version of dropbox on my computer and when I uninstalled it to fix my back up problem I then reinstalled dropbox using the microsoft app version of dropbox instead. That caused me to have two identical dropbox folders that were both syncing. To fix it we uninstalled dropbox again and then reinstalled using the downloaded version again and it fixed my duplicate folder problem.

The problem i was having where i was getting the message on the last screenshot about my folders were not in the defaut location, my husband googled some hidden commands in the dropbox application that allowed you to reset the default location which fixed that problem. I dont remember what is was now though im afraid.

Happy to see that your issue is now resolved @Xariel!

If you need something else, please let me know and I will be more than happy to help every step of the way.

I have the same exact problem. After reading the three pages under this topic, it remains unclear to me how to resolve the problem.

Hi @HollisHoHo, just to clarify, could you attach a screenshot, or more information what what you're experiencing, which device and OS you're using, and what steps you've tried so far?

I am having the exact same problem as well. Looks like we will have another 3 pages of the back and forth based upon the followup response.

For me it turned out that Id been using a downloaded version of dropbox on my computer and when I uninstalled it to fix my back up problem I then reinstalled dropbox using the microsoft app version of dropbox instead. That caused me to have two identical dropbox folders that were both syncing. To fix it we uninstalled dropbox again and then reinstalled using the downloaded version again and it fixed my duplicate folder problem.

The problem i was having where i was getting the message on the last screenshot about my folders were not in the defaut location, my husband googled some hidden commands in the dropbox application that allowed you to reset the default location which fixed that problem. I dont remember what is was now though im afraid.

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