Hannah Dropbox Community Moderator

Thanks for your updates, @mommycamsie! Is this computer still linked to your account? You can see a list of your linked devices at the bottom of this page. If it's still linked, to delete the backup, you'll need to unlink it by clicking on the trash icon next to it. After that, you should be able to delete your backup…

I see, thanks for testing that, Simon. I do have a question, because I see in your screenshot that there are two Dropbox options in the navigation pane on the left there; do both options lead to the same location on your computer? If so, let's go to the next step, which is to uninstall the Dropbox app, restart your…

Thanks for trying that, Simon. Can you also check if you get the same behavior when you right-click on files instead of folders? Also, the folders in question do have files in them, right?

Thanks for the update and your feedback here, @Zabouma. I'll make sure to pass your comments along to our team. I'm happy that you resolved your issue and if you need anything else, please let us know!

Hi @Zabouma, thanks for reaching out to us. Can you give us a bit more info on your issue? Why are you not able to upload files? Are you getting some kind of error message? If so, please send us a screenshot, so we can take a look. Also, how are you trying to upload them? From the Dropbox website? Any additional info would…

Thanks for taking the time to report this, @JonasOP. I appreciate you providing the steps you've already followed as well, that's super helpful. Can you let me know what the sync status and version of the Dropbox app is? You can see that by hovering over the Dropbox icon in your system tray. Also, do you have any…

Hey @mommycamsie, thanks for your post! And no worries at all, we'll try to figure this out together. 😊 So, if I understand correctly from the description of your request, you have your Downloads folder syncing to your Dropbox account, which is done through our backup feature. You can safely delete that backup, by…

Thanks for the update, @simonleung, and hi from me as well. Do you perhaps have any third-party apps like OneDrive or Google Drive installed? If so, can you temporarily disable/uninstall them to see if it helps? If not, try signing out of the Dropbox desktop app and then back in and let me know how it goes. Thanks!

Hi there @kentbrew, thanks for taking the time to post how it went with your case, I'm glad to see that it's resolved! You can find all our desktop app builds (along with the offline ones) in our desktop client builds page here. As for you @Namedropper, I completely understand where you're coming from. Tackling technical…

Hi from me as well, @gtaMath. Just to confirm one last thing, you did restart your computer during these re-installations, right?

We really appreciate your feedback about your experience, Rozeta. From what I can see from your ticket, your case was sent to our specialists, so I'd suggest keeping an eye on that email chain for updates from our team. They'll be able to investigate and let you know if there's something that can be done. However, if…

Hi there, @b_mitchener_32, thanks for taking the time to post to our Community. We appreciate your feedback on this. I'll make sure to pass this along to our team. Let me know if you need anything else!

Hi there, @Maryn M., thanks for posting your question to our Community! To get to the point, all you need to do to stop this computer from syncing, is delete it from your connected devices. You can do so from the security page in your account settings here. Just scroll to the bottom of the page and trash the computer in…

Hi from me as well, @WillyJP. Since your Dropbox folder is located in CloudStorage, it means that you're using the File Provider version of the Dropbox app. That said, can you follow these steps, to see if you can locate the Dropbox cache folder and see if that's indeed where the issue lies?

Hi there, @Dr_B, thanks for bringing this to our attention. Are you on a personal network or a company one? Just from the error message on your screenshot, I'm assuming this has something to do with the rules of your ASR (attack surface reduction). Can you make sure you have installed the Dropbox app with admin privileges?…

Hey @DrpSuus, I'll have to agree with Mark here. Do let us know what happens if you reach out to Microsoft, though. Thanks!

Hey @Rello, thanks for your post and happy Monday! I'll agree with Mark here, the best thing you can do is reach out to our support team, as long as you have access to the billing info associated with the subscription. To reach out to support, make sure to use this link from a private browsing window, without logging in to…

Thanks for reaching out to our Community, @alreadyhaveanaccount. We really appreciate your comments on this, I've made sure to pass your feedback along to our team. As for your folders, if you go to this page, can you see the shared folders that seem to have been deleted? And do you get a "Join folder" button when you…

Thanks for bringing this to our attention, @skpb79. Let's get right to it! If you haven't already, can you please restart your computer to see if it helps? If not, try uninstalling the Dropbox app, restarting the computer and then reinstalling it from this link. Let me know how it goes.

Thanks for the update, @bazzalino! Are you still getting that same error? And just to make sure we're on the same page, are you getting this error right after signing in to the Dropbox app? Have you restarted your computer ever since you got this error? Perhaps some files in your existing Dropbox folder are open or being…

Hey @YorkieLover24, happy Monday and thanks for the update! Did you check the link Nancy and Mark provided in their replies? And do you have access to the billing info requested on that page to look up your payments, so that you can locate the email address of the Dropbox account linked to those payments? As for your…

Thanks for the confirmation, @Khaggett! Are you seeing the same behavior with other browsers as well? Or just Chrome? And which version of Chrome are you using?

Hey @RozetaLami, I'm really sorry to hear that your files are missing. What do you see in your events page? Can you find any events relating to those files? How about your deleted files page? Also, when was the last time that you logged in to your Dropbox account and had access to those files? Let me know and we'll go from…

I'm really sorry to hear about this, @darioi. Did the email or password on your Dropbox account change as well? Are you able to sign in to it? Also, were you able to secure your email account? This is the first thing you'd need to do. You can find very useful info in this article from our Help Center as well. Let me know…

I see, thanks for the update here, Alex. So, deleting some files should have freed up some storage space, did that not happen? Once again, all these actions should be taken on the Dropbox website. Can you send us a screenshot of what you see in the plan page of your account settings? If you're able to see your files in the…

Sorry to hear that, @Khaggett. Is your Dropbox login saved on Chrome? If you were to open Chrome and then go to the Dropbox website by typing the URL, instead of opening it from the shortcut, are you automatically signed in to your account or are you prompted to sign in?

Indeed, Alex, you don't need to permanently delete your files, as permanently deleting files doesn't free up additional space. Do you mean that you permanently deleted those important files? When you clicked on the "delete files" option I mentioned in my previous reply, what did you see? Were you able to view your files?…

Thanks for the update and the screenshot, Alex! So, the fact that you're seeing only folders with no content within your Dropbox folder is expected, since you're over quota, so we'll need to continue working only on the website. Now, on that message on the screenshot you sent us, there's a "Delete files" option on the…

Thanks for that info, @pukohq! How about switching the files from available offline to online-only and back? Does that make any difference? Have you also tried restarting your computer or the Dropbox app itself?

Thanks for reaching out to the Dropbox Community, @pukohq! Let's see what we can find out about this. First of all, which macOS version are you using and what is the Dropbox app's sync status and version? You can see the latter by hovering over the Dropbox icon in your menu bar. If you switch a file from available offline…