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Unable to manually move Dropbox folder to users/[user]/cloud storage

Hi,

We have two identical MacBook Pro systems and need to keep them synced. In order to do this properly, we need the Dropbox folder to be located in the same location on both systems.

One system has installed the File Provider version of Dropbox, which moves the Dropbox folder to users/[user]/library/cloud storage. The other system says we're ineligible for the File Provider Update and has the Dropbox folder in users/[user]/.

A dropbox support rep told me to manually move the Dropbox folder on the non file-provider system to user/[user]library/cloud storage. This appears not to be possible - the Dropbox app refuses to create a folder in that location ("Can't create a Dropbox folder in teh requested location").

How do we make sure both systems have Dropbox folders located in the same location? Without this, all the other shortcuts and aliases we use, which connect to Dropbox locations and which sync via iCloud etc., become broken, our sync systems fail and we can't keep working with both systems.

Many thanks for your help, and (sorry to say it), what a shambles Dropbox support seems to be.

Jules

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Trailerman

I just wanted to share that we found the solution to this issue. It took a month, and should perhaps be more widely available. Basically, Dropbox will not permit a File Provider upgrade, if the number of files being synced exceeds 300,000. The solution for us was to unsync a bunch of content to get below that limit, then apply the upgrade (which appeared automatically), then resync the full data set. Aside from a few minor teething issues, things seem to be working, and this has finally enabled us to sync our systems bu having Dropbox located in the same location.

All comments

Hannah

Hey @Trailerman, thanks for letting us know about this.

Can you please give me the ticket number for your communication with our support team, as a first step?

Manually moving the Dropbox folder to that location shouldn't be possible indeed, but I'll happily look into this for you.

Thanks in advance!

Trailerman

Hi Hannah,

Many thanks for your response.

Ticket #23020638,

Ticket #22972347

Ticket #23064167

... all relate to this issue.

Unfortunately your support reps keep closing the case before it has been resolved.

I'd be hugely grateful for your help in getting a proper solution to this issue.

Kind regards,

Jules

Nancy

Hey Jules! Sorry for jumping in, and thanks for the ticket numbers.

You mentioned in the beginning that one of your computers appears to be ineligible for the Dropbox for macOS on File Provider update.

Did you receive an error message perhaps? Can you send me a screenshot of what you see on your end?

I’d like to have a look, and check if there’s another workaround here.

Trailerman

Hi Nancy - many thanks for your response. Here's what Dropbox tells me on the system in question:

File-Provider Eligibility.jpg

Nancy

Thanks for the screenshot! From what I understand, your device isn’t generally ineligible for the update. However, it seems that the update hasn’t been rolled out to this one yet.

What I’d like you to do is to make sure your desktop app is up to date first, and then, check out these steps.

To grant full disk access to Dropbox on your device, please follow the steps outlined here, according to your OS version.

Let me know if this helps at all.

Trailerman

Hi Nancy,

Many thanks for your response.

Dropbox is already configured with Full Disk Access, and full Accessibility access - have checked and all settings were already enabled.

Desktop app is already fully up to date - currently running v189.4.8395

I feel like I'm still no closer to a resolution. I can't manually move the Dropbox folder to users/[user]/library/cloud storage. I'm unable to upgrade to File Provider. I'm unable to downgrade to a pre-File Provider version on the machine that needs to be kept in sync with this one.

Extremely grateful for your ongoing help and support and would love to hear any further suggestiosn.

Kind regards,

Jules

Trailerman1

Bump - Nancy, any chance of some further assistance here? I’ve tried what you suggested but it doesn’t address the problem we have. I am getting copy and paste responses from the Dropbox suppprt team that also don’t address this issue. Very grateful for your help.

Kind regards

Walter

Hey @Trailerman1 - sorry to jump in here, but I just wanted to mention that you can try unlinking and relinking your account through the app's preferences at this point.

Just note that during this process the app will need to rebuild your database and settings so it might take a while.

Let us know of any updates!

Trailerman1

Hi Walter,

Many thanks for your response.

Can I possibly just clarify the objective unlinking and relinking my account? Does this enable me to then move the Dropbox folder to users/[user]/library/cloud storage, even though it's a restricted folder?

Or might this make my account eligible for the file-provider update?

As I understand it, these are the only two solutions, that will allow us to have our Dropbox fodler installed in the same olcation on both systems.

Many thanks again for your help.

Jules

Trailerman

Hi Walter,

I have done a total unlink/relink of my DB account, re-enabled full disk access and it has made no difference to selecting users/[user]/library/cloud storage as the Dropbox folder. Dropbox tells me "Can't create a Dropbox folder in the requested location" every time I try and select that folder.

I've also done a separate and complete uninstall and reinstall of Dropbox, in addition to an unlink/relink. It will still not allow me to upgrade to the File Provider version and tells me I am inelligible.

Please can I get some detailed instructions on how to either a) select the Cloudstorage folder as my Dropbox folder, or b) upgrade to the File Provider version of Dropbox.

II have now been asking for support with this issue for almost 4 weeks. Please can I now get some meaningful support.

Thanks and regards,

Jules

Walter

Thanks for the additional details there @Trailerman - much appreciated.

Would it be OK if we sent you an email to have a further look internally at this point?

Trailerman

Hi @Walter - absolutely, would love any help you're able to offer to finally get a solution to this issue. I do have ticket #23064167 currently open on this, but I'm making no progress atm.

Thanks again for your help.

Walter

Thanks for the ticket ID @Trailerman - I was able to locate it and passed your comments on to the agent who's handling your case.

They'll be getting back to you soon, but please let us know if you have anything else to add.

Trailerman

Thanks Walter. I'm just hoping somebody can either make our non-elgible system eligible for File Provider (how hard can it be?), or provide clear instructions on how we can move the Dropbox folder on the ineligible system to the same folder as the File Provider system uses. Two simple questions that we've comprehensively failed to get proper guidance on.

Trailerman

Hi @Walter - I am still getting no joy from your support team. How do I get advice on how to make my Mac system eligible for the File Provider upgrade, if that's the only way to resolve this situation? Why would one of two systems with almost identical hardware and runnign the same OS version not be eligible.

Really need some help with this, and much as your support department might like me to just give up, File Provider has literally broken oour ability to keep systems in sync, and we need a solution.

Thanks for your help.

Trailerman

I have two Macbook Pros running identical OS versions, same Dropbox account, and almost identical hardware.

One has automatically updated to File Provider version of Dropbox. The other system tells me I am ineligible for the update. There is no explanation and the notes provided at the 'Learn More' link are disconcertingly vague.

Please can somebody explain why this is happening? I need to update both systems to File Provider (or downgrade one to non File-Provider), in order that both Dropbox folders can be stored in the same location and the systems kept in sync.

Thanks for your help.

Mark

Are both running same version of Dropbox?

www.dropbox.com/downloading

Trailerman

Thanks for your response and help.

Apart from the fact that one is running File-Provider version and one isn't, yes both runnign latest DB version. Non file provider system has had Dropbox uninstalled reinstalled with latest version multiple times. Also have unlinked/relinked account - always comes up as non-eligible

Mark

Dropbox isnt on an external drive is it? https://help.dropbox.com/installs/dropbox-for-macos-support

Trailerman

Hi @Mark - File Provider version doesn't allow Dropbox to be on external disk. So no - Dropbox on File Provider system is in the default location (users/[user]/library/Cloud Storage). Dropbox on non file-provider system is also in default location - user/[user name]/Dropbox.

All I'm trying to establish here, is why I cant upgrade the non file-provider system to the File provider version. Just want an answer to that specific question if possible.

Thanks

Mark

That was a possible answer to it.... Dropbox isnt updating systems where people have them Dropbox on an external drive.

Trailerman

Ahh, all clear - no, Dropbox is on the internal drive, default location.

Hannah

Hey @Trailerman, I can see you have an update on your ticket from the agent working on your case, so make sure to check it out!

Trailerman

Hi @Hannah - thanks for the note.

I have implemented his suggested fix (enabling 'Updates for Dropbox for macOS on File Provider' in our Admin account), but for some reason, despite setting our team in the Admin settings to allow File Provider updates, the system in question still refuses to show eligibility for File Provider.

Really frustrating as it seemed like there might finally be a solution.

Walter

Hey @Trailerman - sorry to hear you're still having issues with this.

I'd suggest replying to your ticket directly with our team as they'll be better equipped to help further in this case.

Let us know if you have anything else to add in the meantime.

Trailerman