Hannah Dropbox Community Moderator

Hi there, @epleake, thanks for your comment here. Just to make sure we're on the same page, you did say that the ~/Library/CloudStorage/Dropbox folder has deleted itself; did it reappear? If not, what is the timeline of what happened exactly? Also, if you compare the two Dropbox folders with what you see in your account…

Hey @Jack0O, thanks for posting your question! Are you talking about a file or a folder? And when you say "deleted", can you elaborate on that a bit? Did the owner of the folder/file delete it? Are you able to see it in your deleted files page, your events page or your shared page? Let me know and we'll go from there.

Hey @jongsac, thanks for the additional info. I was able to locate your support ticket and I see that it's with our specialists. I've passed your comments along and raised the priority of the ticket, so you'll be getting a reply the soonest possible. Let us know if you need anything else.

Hi again, @tym07! The screenshots you posted didn't include the steps you're following; would you mind sending those too? And also, does the behavior you mentioned affect any type of file?

Thanks for the additional info on this, @blwaaa. Does this happen across multiple browsers? Also, when it comes to the desktop app, what do you see when hovering over your Dropbox icon? Do you get any error messages there?

Thanks for the update here, @Ownjenner. Is it possible to free up some space in your Google Drive, so you can start receiving emails again? I'd like to send you an email, so we can investigate this internally.

Thanks for the screenshots here.  Just to confirm the location of your Dropbox folder now, after you've performed the advanced reinstall, can you send me a screenshot of what you see in the "sync" tab of the Dropbox app preferences on the computer in question?

Hey @Ownjenner, sorry to hear about your files. If your files got deleted by Dropbox, due to your account being over its quota, you would have gotten quite a few emails notifying you of the situation. Can you send me a screenshot of the last email you received about the deletion? Just make sure you hide your email address…

Sorry to hear about this, @ozstar. Can you send us some screenshots showing all this behavior, so we can get a visual of the situation? A screenshot of what you see when you hover over the Dropbox icon in your system tray, would also be really helpful, so please make sure to include that as well.

Thanks for reaching out to the Dropbox Community, @AlejandraD26. Can you give me a bit more info as to what happened with your Dropbox Team account? Did you have a Team (Business) plan, which got downgraded? Or were you removed from the team? Any additional info will be helpful for me to figure out the correct course of…

Hi @DavidR8, let me jump in to see if we can figure this out. Can you try to sign in to the Dropbox website with your old Gmail address, but this time from a different browser or a private browsing window, and let me know what you see?

Hey @Bob12345678, thanks for posting your question to our Community. Can you give me a bit more info on this training session? Did you see some kind of announcement about it? And can you send me the link for the announcement or a screenshot? Thanks!

Hmm, thanks for the additional info, Al, I'm starting to get a clearer picture here. It sounds like this might have to do with the migration assistant. It seems like it migrated the app, but the permissions are wrong. Another issue though, and a very important one, is that you can't see your updated files in your Dropbox…

Thanks for the update, Al. Before reinstalling the Dropbox app, can you please check your account online and let me know if you can access all your Dropbox files? Are they exactly the same as the ones in your local Dropbox folder?

Thanks for your feedback here everyone! I've passed your comments along to our team. If you have any questions or need anything else, please let us know. Thanks!

Hey @SVC-2, thanks for your update here. I just wanted to point out that your local Dropbox folder is connected to the Dropbox desktop app, without which the files you add/edit/delete from it etc. wouldn't sync to your other connected computers or online Dropbox account. To confirm that you have the Dropbox app installed,…

Thanks for checking back, @ozstar. What is the current situation with your Dropbox app? How did things go with the advanced reinstallation?

Regarding the issue, the team will know more after investigating through Nicole's ticket. But thanks for your feedback on the old scripts, I'll let the team know!

Hi there, @OChannel, I hope it's okay for me to jump in here as well. Just out of curiosity, where were the files you moved into those folders located, before you moved them in? I mean, were they in the same "Dropbox" folder and you just moved them around to organize them?

Hey Nicole, I just located your ticket and passed your comments here along to the team, so please wait for their reply the soonest possible.

Hey @nicole65, the chatbot won't be able to escalate you directly, but you should be able to request to open a ticket with our support team or chat with a support agent. Can you request that from the chatbot and let me know if it works?

Hey @azodl, thanks for the update here. Did you try deleting the duplicate folders, like Megan suggested in her previous reply? As long as you don't delete the folder that shows up in the Dropbox app preferences as the official location for the Dropbox folder, you can safely delete any duplicates. If you have any issues…

Hi everyone, thanks for taking the time to post about this. Apart from @MikeSwe, is anyone else still having this issue? If so, can you give me a few more details on the exact behavior you're seeing? Also, can you let me know what the Dropbox app reports as your Dropbox folder location? You can find that info in the "Sync"…

Hi from me as well, @tym07! There are a few different ways to go to your Dropbox folder: Either by clicking on the Dropbox icon in your menu bar by your WiFi, and then on the folder icon Or by opening your Finder and navigating to the folder manually You can find detailed instructions on the second option here. Note that…

Thanks for the updates and screenshots, @hadass. Can you let us know what you'd like to change your username to, please?

Thanks for trying that, Merill, we'll be looking into this and I will update you as soon as possible. In the meantime, Kelly, have you tried any of the troubleshooting steps Merill and I have mentioned in the thread?

Thank you to both of you for your updates. You might want to give our advanced reinstall a try next, to see if it helps. Let me know how it goes.

Hi there @Merill and @Kelly Mc, thanks for bringing this to our attention. Let's see what we can find out about this. Can you let us know which version of the Dropbox app this is happening with? You can see that by hovering over the Dropbox icon in your system tray. This should also show you the sync status of the app, so…

Thanks for keeping us updated, @Peacekatz! I'm glad to see that you were able to resolve this issue with Megan's help. If there's anything else that you need, don't hesitate to let us know. Have a great weekend! 🌞

Thanks for your feedback here, @I_Do_not_Know, I've passed your comments along to our team. I'm glad we were able to resolve this, in any case, and if you need anything else, don't hesitate to let us know!