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Manage hard drive space and selective sync aren't working; my files are still offline.

I have 2TB of Dropbox for my Photo Albums (and have had for many years).

All folders were synchronised to my laptop but a mix of online and offline.

My laptop has circa 1TB free.

Last month Dropbox updated the Dropbox App and all files were removed from my PC.

I have added the Dropbox app back to my machine and there is not room to add all of my files.

Using selective sync I can add files to my HDD but when I set them to online only to free up disc space they continue to exist on my HDD. The white tick on solid green background turns to a green tick on white background (like they are online only) but they are still on my HDD.

If I use the 'Manage hard drive space' the app will allow me to select the files and allow me to make them online only. The dark blue area of the used space bar reduces and I get the message; "All offline files were successfully moved to online-only, Nice!" But no hard drive space is freed.

If you run 'Manage hard drive space' again the offline files are all back.

You can make them offline repeatedly but when checking they are still there - even though the icon is green tick on white background (so they should be online).

If you go into airplane mode the online only files are still on my HDD.

I know I am not the only person having this problem. I have seen lots of people with similar problems and I cannot see any satisfactory explanation / solution.

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daniel blueyonder

Update: Whilst writing this it occurs to me that none of my files now have a solid green tick for available offline.
Every file is saved on my hard drive.
Every file has a white background with green tick (like as though it is online only).
When I right hand click files I do not have the option to make offline or online only.
When I selectively sync all files behave in this way.

Nancy

Hi @daniel blueyonder, thanks for posting on our forum.

To check this further, can you send me a few screenshots of what you see on your end (including what appears in your local Dropbox folder, next to the files/folders that are still taking up space)?

Other than that, I’d like to know the syncing status and app version of your Dropbox app at the moment.

Ping me when you have more updates.

daniel blueyonder

Hi there,
I have done a complete uninstall and reinstall but things are no better.
There was an update last week that fixed the colour of the ticks and allowed you to right hand click to select online ort offline. I was quite optimistic - but everything remained on my HDD.
As of today the system has revered to green tick on white background (online only), but everything files are occupying space on HDD.
Screengrabs attached.
1) Dark blue bar shows HDD being used by Dropbox. I have 291GB of space on my HDD.
2) I selected all offline files and moved to online only. I get a message; "All offline files were successfully moved to online-only. Nice!" Dark Blue Bar has gone. But space on HDD is still 291GB (so no improvement).
3) Large files have a green tick on white background so online only?
4) Put PC in aircraft mode - all online services disabled and video still plays from HDD.

This has been going on for a month now so I would be grateful for a rebate on my service plan cost until you fix the error.

Nancy

Thanks for all the screenshots! Appreciate them.

Can you please try to set a file as online-only again now (if possible) and then, open it with VLC? Do you notice the syncing icon change at that point?

The specific sync icons that you’re seeing next to your files usually mean that they files have been opened with a third-party app on your device (for more info, please also check this Help Center article).

daniel blueyonder

Hi Nancy, I was setting the files to online only in the screenshots. That is what I was doing. It makes no difference to HDD usages and the fact that I then put the computer in aircraft mode with no internet access proves that the file is on my HDD.
Previously icons were solid green for on device and white background for online only.
Now I have files with green icons and files with white icons and they are ALL on my HDD which means I cannot sync all of my Dropbox on my PC because there physically is not enough room - that is why I have paid for Dropbox all these years. But as of last month it stopped working.

Megan

Hey @daniel blueyonder, let me also jump in here!

You mentioned that when you use selective sync your content behaves the same way.

Normally, when using selective sync you, the folders shouldn't be seen and accessible when accessing your Dropbox folder. Is that the case?

Also, could you hover your mouse over the little Dropbox icon next to your WiFi, on your task bar and let me know the version that you're using?

daniel blueyonder

Hi Megan,
For avoidance of doubt, I am only using selective sync because Dropbox is malfunctioning.
I would like my entire Dropbox (all of it), to sync on my PC (not just a selection). But my PC HDD is not big enough - that is the only reason I am using selective sync, (because I can only fit a very small part of my Dropbox library on my PC without using up all space).
The folder I select will sync to my HDD but then I am unable to make it online only, (to free up enough space to sync the next folder and so on).
I have been a Premium Dropbox customer for years and it has all worked fine but since Nov-24 it can only sync the number of files I can fit on my PC HDD and it is therefore utterly pointless and I am wasting my money. Very frustrating.
I have checked and am running v214.4.5217
Please help!

daniel blueyonder

Just tried again with 'Manage Hard Drive Space'.
Selected the top six largest files.
Clicked "Move to Online Only" and got a black banner message "Success! You saved 3.65GB of hard drive space."
No Hard Drive space was freed and on the blue bar at the top of the dialogue box and when I check the files are still on the drive locally.
Close 'Manage Hard Drive Space'.
Reopen 'Manage Hard Drive Space' and black banner says; "Your files have been updated." and the files I moved to online only just now are back on the list.

This has been happening since November.

Hannah

Hey @daniel blueyonder, thanks for all this info.

It's definitely a strange issue.

Can you let us know what your exact Windows version is?

Also, have you reached out to our support team about this at all?

daniel blueyonder

I got the IT lads at work to have a look and they spent some time researching and trying all manner of work arounds and solutions - installing and reinstalling changing settings. Apparently lots and lots of people have the same problem and it has never been resolved for anyone (lots of threads like mine left open).
I am therefore in the process of migrating to OneDrive which works perfectly and I didn't know I had.
I have cancelled my auto-renew for Dropbox.