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Can't delete backups that have filled up my Dropbox

Dropbox account is over the limit because a few large files were backed up from an External Drive. Unfortunately the Computer that had the external drive attached died and is gone.

The list of backup files as seen below:

When an attempt to delete some of them is made the option to click on "I don't have access" is shown. Clicking on that prompts you to go to the security tab in Settings and sign out of the device.

However, the only device showing there is the one currently being used so it's a dead end.

If Backup Settings is selected instead of the "I don't have access" option you just come back to the settings and are told "to manage the settings of External Drive, sign on to that device".

How can I delete these backups?

Thanks!

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vladgasan

@AceConrad I can clarify what is happening with your external drive backup and what options you have now.

After completing a few checks of your account internally, deleting an unlinked device from your account likely won't help you delete the backup files.

External Drive Backups are read only. You cannot remove individual files or folders from them on the web or from another device. The only way to change what is included is from the original computer that created the backup by adjusting its Backup settings. Since you no longer have that machine, there is no way to trim or edit the backup.

At this point you have two possible paths:

Delete the entire external drive backup
This is the only supported way to free space if the original machine is gone.
You can do this on dropbox.com by going to Backups, selecting the external drive backup, and deleting it. This will immediately free the space.
If you want to keep the data
There is a feature called "Copy to computer" backup. It creates a normal folder copy that you can edit freely. It requires enough free quota to complete the copy. Since your account is already over quota, the copy will not finish unless you temporarily upgrade or clear space first. After the copy completes, you can delete the original backup.

Given your current situation, the only actionable path without upgrading is to delete the entire external drive backup.

If you want to keep the data, the only way is to raise your quota by upgrading to a paid plan, after we will opt you into "Copy to computer" feature, you will then copy your Backup content to Dropbox and after that you can delete the original backup.

Let me know if you have questions and I can help walk you through the steps.

All comments

Walter

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

If this persists after clearing your browser's cache and/or on another web browser, please let me know and I'll reach out via email to investigate further with account specific information.

Thanks!

AceConrad

OK, I tried clearing the cache in Chrome but no change in behavior. Also did a fresh install of Firefox but same thing.

AceConrad42

OK, I tried clearing the cache in Chrome but no change in behavior. Also did a fresh install of Firefox but same thing.

AceConrad

I've tried multiple times clearing the cache in Chrome, Firefox and MS Edge. I'm still getting told to delete the device but none of the devices are the one that had the external drive connected to it. I've also tried deleting all devices except the one I'm using but the result is the same.

Maynard

Having the same problem, I hate this! I am not paying for something I use every few months to share an video.

Megan

Hey @AceConrad & @Maynard!

I just sent you an email, in order for us to investigate further. Please reply back to me, and we'll take it from there.

Thanks!

AceConrad

Thanks, I confirmed.

vladgasan

Hi @AceConrad

Could you try removing the backed up device from your account's security page and then try deleting your backup?

AceConrad

The only device linked listed on my security page is the computer I am currently using. Do you mean to remove the ones that are listed as unlinked?

AceConrad

I deleted all the ones that were listed as unlinked but it made no difference.

vladgasan

At this point you have two possible paths:

Delete the entire external drive backup
This is the only supported way to free space if the original machine is gone.
You can do this on dropbox.com by going to Backups, selecting the external drive backup, and deleting it. This will immediately free the space.
If you want to keep the data
There is a feature called "Copy to computer" backup. It creates a normal folder copy that you can edit freely. It requires enough free quota to complete the copy. Since your account is already over quota, the copy will not finish unless you temporarily upgrade or clear space first. After the copy completes, you can delete the original backup.

Let me know if you have questions and I can help walk you through the steps.

AceConrad

Thank you! I deleted the entire backup and now have free space available.

Theresa

Hi there, and thanks for stopping by the Dropbox Community! 😊 I am glad to see your issue is resolved. These situations can be a bit tricky depending on how and where the backups were created, so it’s great to hear everything is sorted now. Thank you for coming back to update the thread too; it really helps others who might run into the same thing!

By the way, I’m Theresa 👩‍💻, one of the community managers here at Dropbox HQ. Since you’ve been sorting out your backups, I’d love to know... what’s your favourite Dropbox feature? I always enjoy hearing what people find most helpful in their day-to-day.

Looking forward to hearing more,

T 😺 (Dropbox Community Manager)