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Syncing errors and selective sync conflicts makes my device unusable for my work.

My Dropbox stopped syncing on June 20 and I contacted you on June 23 for help. June 30 is the last time I've heard from anyone on your team—NO attempt has been made to help me troubleshoot, and my laptop is completely unusable without the ability to sync files with my desktop and my colleagues. I am desperate and don't know how else to get help, so I'm trying here.

I tried to troubleshoot on my own by opting out of File Provider, and then it made a second copy of my Dropbox folder in a new location on my Macbook, and filled up my hard drive. Now I can't sync anything, and I have "selective sync conflicts" all over the place.

Hard drive is full. Laptop is unusable for my work. For me this is an emergency.

Ticket #25240588: Dropbox Plus Support

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Closed - Partially Delivered

Comments

Megan

Hey @rarified, sorry to hear about that!

I was able to locate your existing ticket number in our system. Please rest assured that it has already been escalated and marked as high priority.

Our team is currently reviewing your case, and it looks like the agent working on it just replied back a few moments ago. Did you get the chance to review their reply?

We truly appreciate your patience and understanding while we work to find the best course of action for your issue.

If you need something else, please let me know and I will be more than happy to help every step of the way.

rarified

Thank you for replying so quickly, Megan, I appreciate it! And yes, Sharon responded about the same time I made this post. I have not yet had the opportunity to work through her suggestions to see if they will get my laptop syncing again.

I’m reaching out because I need your help escalating a broader concern to Dropbox leadership.

When a long-time paying customer reaches out in a panic, explaining that their work has come to a halt because their laptop is completely disconnected from Dropbox, it is not reasonable or acceptable to wait more than two weeks for a meaningful response. My initial outage started June 20, and I contacted support on June 23. A real attempt at resolution didn’t begin until July 9. It seems that the problem may have stemmed from a recent product update, so the Dropbox leaders should have been aware that this could potentially cause issues.

This is not a criticism of the individual team members—I know support teams are often doing their best under pressure. But in a situation this urgent, the delay suggests a bigger issue that needs attention at the highest level. I’m asking you to please ensure that my experience is reviewed by Dropbox leadership to understand how support breakdowns can seriously impact long-term users.

I have lost much of the trust I had in Dropbox due to this experience. I need to know that if something goes critically wrong in the future, there’s a path to responsive help. So I'd like a response to my concerns.

Thanks again for your time and for helping move this forward.

Hannah

Thanks for your update here, @rarified.

I completely understand where you're coming from.

I can see that your case was sent to our specialized team, so this means that the issue needed some additional investigation, which might require some extra time on our end.

Whatever the case though, our apologies for the delay and rest assured that your comments and feedback on the issue and the process have been passed along to our team.

Hopefully, the team can get to the bottom of this for you the soonest possible.

If there's anything else we can do, please let us know!