I cannot setup Dropbox Backup on my Basic account. Set up grayed out.

Hi @Podblast, welcome to our Community!

First of all, amazing job on your troubleshooting there!

Out of curiosity, if you uncheck any of the paths shown on your screenshot, and instead of all 3 you choose to sync 2 or 1 of them, does it then allow you to proceed maybe?

Let me know more!

Hi Megan,

It does not matter what options I select. None, one, all, or a few.

The button remains disabled.

Sorry to jump in here, @Podblast.

I know you're not getting any error messages, when trying to set up the backup, but can you follow these troubleshooting steps (when applicable), to see if they help?

Hi Hannah,

I've exited every application I could think of that could be using my Desktop (it was a short list) and folder permissions look set correctly already.

I have also done the usual troubleshooting routine: Restart machine. Update Windows.

Still no option to use this feature...

Hey @Podblast, sorry to jump in here, but could you try setting the Backup from the website, directly from this page?

Let us know how it goes!

Hi Walter,

This page will prompt me to open a link to the Dropdox desktop app.

Clicking through, next I see a new page including a "Get Started" button to start setting up Dropbox Backup.

When I click this button I see the same "Want to keep your PC backed up?" prompt with the same "Set up" button that is greyed out that I've been previously getting to via -> Preferences -> Backups tab -> Manage backups button.

It seems clear to me that there is an intended check or sequence of checks in the code running the Dropdox desktop app that is deciding to grey out and disable the "Set up" button. Surely I cannot be running a unique enough combination of Dropbox plus Windows plus whatever-else that this can elude your team from replicating.

I've long since found a work-around for my needs that circumvents the need for Dropbox Backup, but I would love to know why it never let me set it up. If this were my project, I would recommend adding some text to display to the user whenever the Set up button is disabled to explain why, or at the very least to display some sort of error code that I, or the next person, could relay to you or lookup in your FAQ/documentation and learn what is going on.

If you are interested to know, my workaround was to use the Windows mklink tool and create a junction directory from where I wanted to use Dropdox desktop to backup, and instead I've moved that directory into the manual Dropbox folder.

Happy to try any other ideas you have, or if you have figured out a solution for why this Set up button is disabled I would love to learn why.

Thanks

hello_box11

Hey @Podblast, I guess your machine might somehow ran into an edge case that was not accounted for. Could you sign out and sign in again, and restart Dropbox to see if that will fix the problem?

Hi @hello_box11

Logging out and in again seems to re-initiate the setup process.

Once I selected to keep my files Local Only it reaches the Dropbox Backup feature and once again the option to continue is disabled.

Thanks!

hello_box11

Thank you for trying that out! I guess then we will need some additional info to debug this issue. I’m not sure what’s the process to collect user id info. @Walter can you help collect the info and forward it to backup dev team to further debug?

Hey @Podblast, thanks for keeping us in the loop here.

Would it be OK if we reach out via email to have a further look internally at this point?

Hi Walter,

Yes this is fine. I take it you can grab my email via my account information.

Hi @Podblast, I just sent you an email!

I'll be more than happy to continue troubleshooting with you there. Cheers!

RR88

Hi,

I am getting exact same problem on my win10(22H2) now, I tried everything as on the post, any updates for solutions?

Hi RR88,

I’m currently waiting on a response from the engineering team about this.

If we end up coming up with a solution or a root cause I will post it here.

Hey @Podblast, we appreciate you still being here and please do update us, when you have more info!

As for you @RR88, can you let us know if you have the most recent stable version of the app installed?

You can see this info, by hovering over the Dropbox icon in your system tray.

I have exacly the same problem! Jesus!

Hey @aristeidist, sorry to hear about this.

Can you please let us know if you've attempted any troubleshooting steps like rebooting your computer or reinstalling the app at all since you first noticed this?

If you did and this persists, can you let us know the app's exact status and version as shown in your menu bar/system tray and clarify your computer's exact OS version?

Thanks so much!

Yes I have tried all these and more (such as completely uninstalling onedrive).It s Windows 11 and have downloaded and re installed the latest dropbox app.

Hey @aristeidist, can you please let us know the exact version of the Dropbox app that you have installed?

169.4.5684

Thanks, @aristeidist!

Can you please check if you can enable backup from the backup page in your account online?

I go "manage backups" and then "open backup settings" which opens the app in my PC and has the same problem

FYI the app crashes in this screen and does not respond at all Screenshot 2023-03-17 225956.png that and does not respond at all.

hello_box11

Can u try to upgrade to v170? I think that should fix the issue

Hey @aristeidist, did you had any luck with the most recent version of the app?

I will try in a few days that I will have acces to that PC again and let you know. Thanks for the feedback.

I downbloaded v.170.4.5895. Still same problem

Hi @aristeidist, can I send you an email, in order for us to have a closer look into this?

Yea please!