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Lost access to Desktop folder on Mac when I downloaded Dropbox, and now can't access.

I've lost access to the Desktop, Documents and Downloads file on my mac - help??

I just set up a new Dropbox account with a different email. When it asked whether I wanted to sync/back-up Desktop, Documents and Downloads folders, I said no, because when I did this with a previous account, this caused problems. I thought that this would mean that my Desktop files etc would just remain on my hard drive, and I would have a Dropbox folder with things I wanted to back up to the cloud.

But this has caused all the icons to disappear from my Desktop!

Luckily the files are still there when I search for them. When I got to Desktop folder in Finder and click on it, a message says 'The operation can’t be completed because the original item for “Desktop” can’t be found.'

Logging out of Dropbox didn't help.

Help???

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BryanmMac

I did follow the directions with no luck. The folders are physically missing from my Mac.

Desktop, Documents, and Downloads are all aliases linked to the DropBox environment.

ak_alpenglow

The support administrators here will jerk you around for a couple weeks giving you different advice and things they say will help. None of it will help. If you keep pushing long enough, eventually, they will connect you with a support engineer in a different tier that actually does know what’s going on, has seen it many times, and will actually help. However, this process will take quite some time, and it involves a lot of terminal commands and steps. It is stunning to me that this problem is still going on and dropbox has not done anything to fix it. Very bad look.

BryanmMac

Thanks for the reality check, ak.

This is a bad look. I feel like I paid money to be hacked.

DropBox, please address.

ak_alpenglow

I hope you get it sorted out. If it is any consolation, I can confirm that after a considerable amount of effort and wasted time, I was eventually be able to regain control of my machine and recover my folders and functionality. Stick with it.

Jay

Thanks for the info about the missing folders, I'd recommend getting in contact with the support team directly for further assistance.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

sadsad

Just found this post, I am having similar issue couple days ago.
I completely freaked out when I saw all my files on Mac desktop vanishing during the installation process!
Could anyone advise me how to connect with support engineer directly? Thanks!

Sorry for reposting, but I can’t find my previous reply.

BryanmMac

Sadly, I've received no response back from DropBox on my original ticket. I believe my ticket was closed with no resolution on their part. I also don't have tons of time to sit around and troubleshoot. I still do not have access to my Downloads and Document folders. At least the new Sonoma update gave me back Desktop control.

I feel hijacked by DropBox. To roll out an intrusive updates that hijacks folders without necessary rollback, and to then be nonchalant about the fix, is unexcusable.

Nancy

I’m sorry to hear about your experience, @BryanmMac.

You said that you’ve been in contact with our support team. Can you send me the ticket number from your convo, so that I can check what you've discussed with them?

BryanmMac

Thanks, Nancy.

The ticket # is: #22816400

Megan

Hi @BryanmMac, thanks for the info!

I was able to locate the ticket number, and it seems the Specialist responded back to you; asking for more info, but the ticket was automatically closed since you didn't respond back.

Were you able to check his reply, and provide the necessary info?

ak_alpenglow

Hey Megan,

Have you taken note that this problem continues to utterly infuriate your customers and it is still going on after all of this time? I am holding off on upgrading the tool now because I know I cannot trust your company to not screw up my machine and my access to my own data. The longer this goes on, the bigger the risk it is to Dropbox to lose a substantial volume of customers. This is completely unacceptable for user experience, and totally unbecoming of a company that aspires to grow.

BryanmMac

I replied back and received no response. I need someone to get on a call with me and fix the issue. I am exhausted at trying one-off solutions. The software "broke" my OS. I need someone not named me to fix it. I will gladly accept a stipend from DropBox for my problem-solving faulty software. I mean, please help!

Nancy

@BryanmMac, I’m afraid our specialists can’t be contacted via phone at the moment, only via email.

Can you please try to reply back to their latest email once more, and let me know what happens? if it goes well, you should receive a new ticket number.

If you face trouble again though, let me know, and I’ll try to assist further with this.

Thanks!

sadsad

It's really frustrating to hear that. The standard responses and slow response times in the Community just add to our frustration.

If you are a paid account, shouldn't you have access to email support and live chat support?