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My backup isn't there when I click "manage backups", why?

I recently upgraded to dropbox beta V187.4.5691 on my MacBook. I successfully backed up an external USB thumb drive to DB - meaning DB recognized the external device and asked if I wanted to back up. Now I want to backup an external hard drive - formatted as MAC OS extended (journaled)- and although it is recognized on my computer, it does not appear when I click I click preferences, backups, manage backups. How can I get dropbox to recognize the external hard drive in order to back it up?

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Megan

Hi @lauren626, welcome to our Community!

When you plug in the external drive, do you see the pop-up window that asks you if you wish to backup your drive?

Also, is the external drive any of the following supported types APFS, HFS+, ExFat or FAT32?

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

lauren626

Hi. When I plug in the drive I do NOT see the pop-up window that asks you if you wish to backup your drive. Note that the drive is recognized by my computer - just apparently NOT by dropbox!

The external drive is HFS + supported.

Thanks for any help you can provide

Walter

Hey @lauren626 - sorry to jump in here, but could you navigate to your backups page and let me know if you see the beta tag on the upper left part of the page?

Do you see your external drive listed there perhaps?

If not, can you clarify how large is the drive and how much data you've got stored there?

lauren626

Hi.

The Beta tag IS present on the upper left portion of backups page.

The external hard drive is NOT present!

The drive is Capacity : 499.76 GB available: 391.77 GB (222 KB purgeable)

Thanks for any help you can provide

Jay

Hi @lauren626, could you try these steps to see if you're able to set up the backup manually?

If not, could you attach a screenshot showing what you're seeing on that backup prompt?

lauren626

Hi Jay. I appreciate your reference to the document "How to update to dropbox backup beta" however, it is not relevant to my issue. As you can see on the attached screenshots - I am already running dropbox backup beta. The issue is the when I click "Manage Backups" - the external hard drive does NOT appear in the leftmost pane. Screenshot 2023-11-21 at 10.58.31 AM.jpg

Walter

Thanks for clarifying that for us and the screenshots too @lauren626

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

lauren626

It would be great if someone reached out via e-mail to work on this issue. I would welcome the help because this issue is making dropbox unusable for my purposes.

Jay

Hi @lauren626, I've sent you an email, please could you reply to it when you get a chance.

lauren626

I replied to your email and look forward to resolving this oroblem