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I'm unable to change my Dropbox folder path on the desktop app.

behindthelines

I've reinstalled the program, deleted my app data, but no matter what I do, when I navigate to try to change my folder path, the app crashes and restarts. No error code, nothing. Dropbox support was unable to figure it out. Anyone else have issues with this?

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Nancy

Thanks for posting on the forum, @behindthelines.

When saying that you’ve already reinstalled the Dropbox app and removed the app data, I understand that you’ve performed an advanced reinstall with these steps. Is this correct?

Can you clarify at what point during the move process the Dropbox app crashes exactly?

I’d also like to know the current syncing status and app version of your Dropbox app.

Finally, I’ve found your ticket in our system and I’ve also added an internal note on your behalf. Our team will see it and get back to you as soon as possible.

Keep me posted.

behindthelines

Sure. Yes, I was pointed to that article about the advanced reinstall and followed those steps. The issue lies here:

When I reinstall Dropbox, everything works fine until I go to "advanced settings" and then try to change the folder path. When I click "Other", the app crashes out and restarts to the very beginning, prompting me to log in again. If I skip the "advanced settings" and try to change the folder path inside the app itself by navigating to "preferences —> sync —> Dropbox folder location", it opens a windows explorer panel, then crashes and restarts itself without an error code.

I need to change drive paths because I'm syncing a huge project and my internal drive doesn't have enough space, so I need to sync to an external drive.

What's goofy is that it actually works fine on a different computer I have. I installed it and was able to change the folder path no problem. There's something going on between Windows and Dropbox on this one specific computer. What's even goofier is the program worked like 2 weeks ago on this computer, and I haven't upgraded or changed anything.

Hannah

Thanks for the additional info, @behindthelines.

While the app is installed and working, what do you see for the version and sync status when you hover over the Dropbox icon in your system tray?

Also, which Windows version are you using?

Was the Dropbox app updated to the new version before this issue started happening?

By the way, I see that your ticket is with our specialists at the moment, so you will be getting a response really soon.

behindthelines

Dropbox Version: 264.4.3421

Sync Status: Up to Date (this is using the default Dropbox location on my C: drive and only syncing a few files as a test)

Windows: 11 Home version 25H2

The previous version that worked was up-to-date as far as I know.

Hannah

Thanks for this info, @behindthelines,

Regarding the 'new version' I mentioned in my previous reply, I was actually referring to the version of the Dropbox app that utilizes the Cloud Files API. Do you remember getting this update at any point?

behindthelines

I must have had this update because those sync icons were appearing in Windows for me.

Walter

I see, thanks for the clarification on that one and sorry to jump in here @behindthelines.

At this point, I'd recommend waiting for an update on your open ticket with our support team as our expert will be able to assist further with account and device specific information.

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

behindthelines

Waiting for support is extremely frustrating. I respond right away to their requests, then have to wait hours to hear back from them. Meanwhile, I'm burning work time because I haven't got a way to even use Dropbox like it was intended. How is this acceptable for a product I'm paying for?

Jay

Hi @behindthelines, we appreciate your feedback regarding the support ticket.

It can take time for the support agent to investigate this matter on their end prior to responding to your latest email. We'd recommend waiting for their response as they have more access to troubleshooting tools to assist further.

In the meantime, if there's anything else we can assist with, feel free to reply back here.

behindthelines

Just a little update for anyone following this thread….yesterday Dropbox support suggested to me that I try moving my folder using the "preferences —> sync —> Dropbox folder location" menu.

That was presented to me as a solution after eight days of silence…even though I already stated in the support ticket that I tried that specific course of action and it didn't work. I keep mentioning in the ticket that I'm unable to use the product I'm paying money for, but no one has discussed any sort of compensation.