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"Your account can't be updated to the new .. shared workspace" error on desktop app

Hi all,

For 2 weeks now my dropbox desktop application has not been synced with my online dropbox. When I open the application on the desktop it says:

"Your account can't be updated to the new .... shared workspace. Some files are being used by other applications:

- filewatcher

- Microsoft outlook

- windows explorer

To sync your files, close all Windows Explorer windows, close these applications, and try again."

I have done everything from what I found on Google and I contacted support and they have been emailing me back and forth with such delayed feedback.

I have closed everything, restarted my computer, done all the updates, updated my computer... The list can go on. When it hits the little dropbox icon on the bottom right part of my screen, it says dropbox is updating but it does finish. Then it opens up the same "Can't sync dropbox account" popup.

Please help!

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Hannah

Hey @tiger9time, thanks for bringing this to our attention.

Can you please send us the ticket number for your communication with our support team, so we can check it out?

Thanks in advance.

tiger9time

Ticket #22862833

tiger9time

Ticket #22862833

Hannah

Thanks for the ticket number, @tiger9time.

I passed your comments along to the team working on your case and raised the priority of the ticket, so you'll be getting a reply the soonest possible.

TECHNICAL INSIGHT

After an update on were we've our files stored and share with our users, it stock in "couldn't rename" the Drive that's being used on Dropbox and i cannot sync the account.

Please advise.

Error:

Can't Sync Dropbox Account

Your Account can't be updated to the new X shared workspace. To continue syncing your dropbox account, close the following files or folders:

"X share path"

Details:

Couldn't Rename "X share path"

Hannah

Hey @TECHNICAL INSIGHT, thanks for reaching out to our Community.

Can you try to close any files or apps/programs that might be accessing your files?

Then, please end all active processes in Task Manager (Windows) or Activity Monitor (Mac).

As a last step, restart your device, and make sure to quit any applications that launch automatically on startup.

TECHNICAL INSIGHT

I have a ticket with support, and they already asked me to close everything, restart the system, and try again and nothing has changed.

Ticket #22861409: Dropbox Support Chat

Hannah

Thanks for the ticket number, @TECHNICAL INSIGHT.

I raised the priority of your ticket as well and passed your comments along.

The agent working on your case will get back to you really soon.

TECHNICAL INSIGHT

Hannah . since we're getting complaints from users not being able to see their changes.

Please let us know if we can push from our end, there a phone number that we can call to speed things up?

Much appreciated

TECHNICAL INSIGHT

Hi @Hannah , sorry to bother you again but no luck with support. no anwsers yet. i've rquested phonecall and i've not receive the first one and via email nothing either. could you please help me out on this?

Nancy

Hey @TECHNICAL INSIGHT, I checked your ticket, and I can see our advanced support replied back to you with some extra steps, but you didn’t respond to their email (which is why the ticket closed automatically after a while).

Unfortunately, our advanced team can only be reached via email at the time.

If you check your email address again, including your spam folder, can you find their emails? You should also be able to reply back to them directly, which will open a new ticket automatically.