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Folder sync issue on MacOS

ric_lewallen

I have a client with macos catalina. The finder shows the file structure:

/user/dropbox/downloads

the website shows:
/user/dropbox/documents/downloads

It is hung up trying to sync. I am not sure how get things aligned without loosing data. Any insight appreciated.

thanks,

ric lewalln

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Walter

Hey there @ric_lewallen - sorry to hear about this.

Can you please send me a screenshot of the app's exact status and version as shown in the menu bar at the moment?

Also, did you enable the Dropbox Backup feature at some point? Do you see those folders in your backups page perhaps?

Let us know more and we'll take it from there, Ric.

ric_lewallen

I am enabling dropbox backup on the clients new computer, I am not looking at dropbox backup when seeing this issue. Please refer to the screenshots attached. I await your insight. downloads_folder_located_in Documents_folder_in_dropbox_com.png

Hannah

Hey @ric_lewallen, sorry to jump in.

Can you let us know what you see in this user's backups page?

Is it possible that the "downloads" folder in the "/user/dropbox/documents/downloads" path is just a folder named "downloads", instead of the "Downloads" system folder that's backed up?

ric_lewallen

Hi Hannah,
The screenshot is below. Let me make things clear.
1. This is a backup of the new computer. The old computer never had backup turned on. I do not think backup has anything to do with this issue.

2. As shown in previous screenshots, the downloads folder is in the proper location in the dropbox folder when you view it in finder. Downloads does not show up in the dropbox folder on dropbox.com

ric

Jay

Hi @ric_lewallen, could you clarify what you mean by 'this is a backup of the new computer'? Did you manually back it up yourself?

Did you enable anything in Dropbox, such as the new Backup beta, or did another app or service move the folders into the Dropbox folder?

ric_lewallen

On the new computer, the dropbox app is installed. On the new computer, I turned on the dropbox backup function. That means when you look at the web site, dropbox backup shows a backup.

Dropbox backup is NOT turned on, has never been turned on with the old computer.

ric

ric_lewallen

I did not/not mean to accept any reply as a solution. Everything is as broke as it was when I started this thread.

ric

Jay

Thanks for the info. I'd recommend getting in contact with the support team directly in order for them to investigate this in more detail on their end.