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I can't delete my documents even after stopping syncing and removing Mac OS device

I recently downgraded to Basic and downloaded all documents stored (I had two computers synced) on Dropbox. I did this with both computers, stopped the syncing process, and delinked them in security settings. I was able to successfully delete the stored documents for one computer, but not the other. Which is causing a problem since I have documents for that computer still on Dropbox but I cannot delete them. Every time I try, I have to go to settings to delink the computer. Except I have already done that. I removed all my devices from syncing and deleted them. Still the documents remain. I am at a loss as to what to do. Since it seems impossible to directly call Dropbox and ask them to delete, what can I do at this point? The only thing I need Dropbox for is to store backups from a blog, but I cannot do that know because those documents exceed the bandwidth.

The computer involved is a 2020 MacBook Pro (M1) running Sonoma 14.5. All I need to do is remove the documents in its folder on Dropbox. The device was removed from the account so it should delete but cannot as it seems to be in a loop taking me to backup settings. If I try I no longer have access to this device option, I can see the device has been removed but Dropbox apparently doesn't. Any help would be appreciated.

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Jay

Hi @marktaylor61, thanks for bringing this to our attention.

Since you mentioned backup, is it possible that you enabled the computer backup feature? Have you tried deleting the backups from the site?

This will help me to assist further!

marktaylor61

No, I didn't use that feature for this computer (Mac Book). I synced documents. When I try to delete the documents still on Dropbox (the Mac Book Pro folder), I am unable to do so. I have already downloaded all the documents, removed Dropbox from the computer etc. So it is a glitch of some kind. Not sure whether I caused it somehow or something else.

Jay

Okay, just to clarify, you have a Dropbox folder on your MacBook Pro. You have already unlinked the Dropbox desktop application from your account, and uninstalled it as well since you're not using it.

However, you're still not able to delete files from that Dropbox folder? What kind of error do you get?

marktaylor61

When I checked today, it said I had to go to backup settings to delete. When I go there, it shows that I have to install Dropbox (which I removed from my computer after removing the device). If I hit I cannot access, it tells me to go and remove the device. Hence the loop. I removed Dropbox after turning off the syncing and after downloading all the documents. I use the delete feature to remove documents from both the desktop and Mac Book folders. I got a delete notice of files deleted and did not know until today they (the Mac Book docs) were still there.

Jay

Are you able to reinstall the Dropbox desktop application in order to disable the Dropbox Backup feature from the app itself?

marktaylor61

I would be reluctant to restore it. It was a major hassle to stop the syncing, to download, and make sure it was totally off Dropbox. Is there any way for you guys just to delete the folder?

Jay

Could you confirm that you've removed the devices from your account with a screenshot from this page on your account?

marktaylor61

Sure. Here is the screenshot. Screenshot 2024-08-13 at 17.54.52.png

Walter

Thanks for the screenshot @marktaylor61

Could you send us another one, showing the exact error you're getting when trying to delete the docs you mentioned?

marktaylor61

Sorry for the late reply. I had to take care of some other business. When I attempt to delete, it tells me go to Backup Settings. I click on it and, well, you can see it wants me to download and install Dropbox. If I click I no longer have access to the computer, I go to settings and it confirms my device is not there anymore.

Screenshot 2024-08-15 at 10.48.27.png

Jay

Just for clarification, could you attach a screenshot from this page showing where the quota breakdown is on your account?

marktaylor61

Sure, here you go.

Screenshot 2024-08-15 at 11.35.14.png

Jay

According to the screenshot, you're not using any space in Dropbox Backup, and the files are in your Dropbox folder instead, in private unshared folders.

Have you checked your account to see the file and folder sizes?

marktaylor61

Dropbox is saying I am well above the threshold and the documents are still sitting there and cannot be deleted. My sole and only concern is to have those files removed from Dropbox. Would it be easier to simply cancel the account to wipe out everything? Dropbox is telling me those documents are there. And because they are there, I am far above the 2 gb limit.

Jay

You could do that, but it would be easier to check and delete the files from the Dropbox site, since all the files seem to be in your normal folder, and not the Backup page.

marktaylor61

Dear Jay:

Sorry for not responding sooner. I was out of touch for a little while. I clicked on one item to delete. However it takes me to backup settings telling me I have to install Dropbox again on my laptop. I already stopped syncing long ago and downloaded the files. However, unlike my other computer, I cannot delete it on Dropbox itself. This is clearly a glitch and as long as those files remain, it takes me over the limit for the basic plan.

marktaylor61

Dear Jay:

One additional note. I did try to check the file size but it doesn't work in Firefox (it will not show that feature at all). Not sure if that is the browser or a security extension prohibiting it from displaying. I can access the file info but nothing about the size of it. It looks to me that closing the account might be the only way to clean it all out. Strange though that this happened as it did.

Hannah

Hey @marktaylor61, regarding the option to see the file size, can you try from a different browser, to see if you get a different behavior?

Also, can you send us a screenshot of what you see when you try to delete the files from your "all files" page?

As for deleting your account, of course, deleting the account, will also delete the files, but keep in mind that once deleted, both the account and the files will be unrecoverable, so you need to be extra careful and sure that you don't need them.