Jay Dropbox Community Moderator

Hi @gmoorehn, could you clarify what pop-up you're referring to? Is this the image of the Dropbox desktop application that appears when you make the changes to your Dropbox account or folder?

Hi @WillyJP, thanks for the details. At this point it might be better for the support team to look into this in more detail. You can contact them directly via this link, and they'll be able to investigate further.

Okay, so the Dropbox desktop application completes the installation normally with the files in the normal folder first, before then moving to the File Provider location. Does this happen immediately after the installation, after your machine reboots, or at some other point during normal use of your device?

HI @alreadyhaveanaccount, if you join a shared folder, it means it adds it to your account, and that those shared folders would take up quota on your account. Regarding the 41 GB folder, if it was already previously added to your account, and then you received the message about deleting files on your account, leaving a…

Hi @gtaMath, just for clarification, the Dropbox desktop application isn't opting out of the File Provider version when you follow the steps you listed? Could you expand on what you meant by the app 'slowly migrating' back to File Provider?

Reinstalling the Dropbox desktop application this way wouldn't delete any of the files in your Dropbox folder, it would only reinstall the app itself. There might be a small re-indexing of the files to confirm that no changes were made since the reinstallation, however, this would only be temporary.

Are you able to log in to your correct account on the Dropbox site directly? Can you see all your files there, or just the new empty account?

Hi @DrpSuus, thanks for messaging today. In order to determine where the issue lies, we'd recommend reinstalling the Dropbox desktop application. Could you try reinstalling the Dropbox desktop application, without uninstalling it first, by using this link? Keep me updated with any update.

Could you check the Sync and storage dashboard in the Dropbox desktop application, and attach a screenshot here (while hiding any personal information) to show us what you see there?

Hi @chilltill, thanks for the info. If this was the first time it has occurred on your account, then the pausing of shared links would be removed 24 hours later from your account. Any subsequent times that your sharing is paused, the time would increase to 48 hours, then 96 hours, and so on. It sounds like this account…

Hi @Murph004079, thanks for bringing this to our attention. Could you clarify more details about how you upload files from Voice Record. Is this a third party app that is connected to your Dropbox account? Do you manually upload the file to your account through the Dropbox site or app? Is this on a mobile device or…

Hi @MKLAW, thanks for posting today. How were you accessing your Dropbox Paper documents until recently? Were you opening them as documents in a Dropbox folder with a .paper extension, or are they instead visible on the Dropbox Papers site? This will help me to assist further!

Hi @KienLim, thanks for messaging the Community. I’d recommend getting in contact with our support team directly to look into this matter in more detail. You can do this by opening an incognito/private browsing window, while not signed into any account, and accessing this link. From there you should be able to contact…

Hi @abelljms, I've removed your recent response as it was against the rules of the Community Guidelines. Regarding your query, your support options do vary according to the plan you have currently, and Dropbox team admins have access to phone support. We can only recommend that you respond to the support tickets when you…

Hi @WillyJP, thanks for messaging the Community. The Dropbox Backup feature backs up specific folders to your Dropbox account online, and shouldn't take up extra space on your machine, only on your Dropbox quota on the site. Have you marked any of the files in your Dropbox folder as online-only to free up space? This will…

Hi @RobertEHowells, the internal note in the support ticket is only visible to support agents. Regarding the files in the folder, are you able to view the files on the Dropbox site directly, instead of via Finder?

Thanks for the info. As the tickets appear to be closed, I would recommend opening a new one using the link I gave previously. This would forward the ticket automatically to the appropriate section for regaining access to the Dropbox account. Alternatively, if the billing is more important than regaining access to the…

Hi @Maureen A., thanks for contacting us! This sounds like a third party application, which requires full access to your Dropbox account. While it does sound scary, these third party apps have 3 different options on how to connect to Dropbox accounts, depending on what the developer chooses, which you can see here.…

Hi @Lgrayson773, thanks for contacting us. As @Mark suggested, is your account currently over quota? Are you able to access the normal Dropbox page with your files by navigating to this link? Any other info or screenshots would be helpful!

Hi @CaoimheMc, thanks for messaging the Community. In general, replies from the Dropbox support take around 24 hours for a response, however, if there is no reply from a user within a certain timeframe, the ticket is closed automatically. Regarding phone support, this is currently available to Dropbox team admins only. In…

Hi @jmsdkjd, thanks for your comment. This should help other users if they're experiencing the same issue with the Dropbox updater, and to install the newer version of the app.

Hi @Moerkey, thanks for contacting us. We appreciate your feedback on this matter and have informed the appropriate teams. If you have any additional comments, please let us know!

Hi @dsafety, thanks for messaging the Community! Are you moving the files to another internal drive, or to an external drive? How many files do you currently have stored in your Dropbox folder? Prior to moving the Dropbox folder, could you ensure that all other programs, apps and services that might access files in the…

Hi @Suetervs, thanks for posting! Does this occur for any email address you're trying to add, or is it only for specific people or email addresses? Are you a member of a Dropbox team, or is this a personal Dropbox account? Any other info or screenshots (while hiding any email addresses) would be helpful!

Hi @anazacco, at this point it might be better for the support team to look into this in more detail. You can contact them directly via this link, and they'll be able to investigate further.

Hi @Thinkscott1015, just checking to see if you saw our last reply. If you're still experiencing the behavior with the missing context menu items, feel free to reach out to us again. If this issue has been resolved since we last messaged you, please let us know!

Hi @Nedkelski, just checking to see if you saw our last reply. If you're still experiencing the behavior with your two Dropbox accounts and deleted files, feel free to reach out to us with the information we requested in our last post. Otherwise, if your issue has been solved, let us know what worked for you!

Hi @gareth71, just checking to see if you saw our last reply. If you're still experiencing the behavior with the Dropbox updater, feel free to reach out to us again. Otherwise, if the issue has been resolved, please let us know!

Thanks for the reply, and apologies for the delay, I was looking into the chat support you received. If you would like to contact the support team, would it be possible for me to reach out to the email associated with your forum profile? Also, if you could let me know what you're experiencing, this would help me out more…

In addition to what @Mark said, are you on a trial plan by any chance, as this could also be a reason as to why you couldn't get in contact with a live agent? Aside from those options, you are also able to contact us here on the Community, or via social media, if you require support, and we'll assist you further.