Megan Dropbox Community Moderator

Hey @"Kismuntr"! You should be able to relink the app to your existing Dropbox folder. During the installation process you should be able to see the 'advanced' setup. This should allow you to choose the parent folder of the existing Dropbox folder as the location for the new install, so as to merge the folders without…

Hey @"Kismuntr"! Signing out and back into the app shouldn't typically affect the status of your files. However, if you notice an increase in your syncing status after signing in, please let me know and we'll proceed accordingly. 

Hey @"MorangeR18", let's jump right into this! As a first step, do you have any third party app, proxy, VPN, firewall, security software, or even ISP/router settings that could be hindering the starting process? If so, then could you try temporarily disabling those? Maybe that will do the trick. While you're at it, can you…

Hey there, @"moussaid521"! I just sent you an email, in order for us to have a closer look into this. Reply back to me, and we'll take it from there. Thanks! 

Hey @"Kismuntr"! Can you also try signing out of the app, and then sign back in? You can always use these steps. 

Hi there, @"Rongal"! You're correct. I know this might not be exactly what you're looking for, however you can always download your backup to another device or drive, and then remove what you want before adding it back to your account. Let me know if you have any other questions! 

Hi there, @"moussaid521" sorry to hear about that! I suggest you take a look at your account's plan page first. What do you see there? Is it possible that you have a second Dropbox account that you accidentally upgraded instead of your main one? To check which account the payments are for, can you please go to this page to…

Hey there, @"NigelClearway" welcome to our Community! The best way to go about this is by following the steps below. Since some of your files are saved inside your Dropbox folder as "online-only", then you'd need to change them to "available offline" first, and then copy or move them to your external hard drive. Why is…

No worries @"Benjamin Gordon"! I just sent you an email, in order for us to have a closer look into this. Reply back to me, and we'll take it from there. Thanks! 

Hey @"4239", let's jump right into this! The first place you'd need to check is your Backup page online. Do you see the option to delete your backup there? If you're also using the desktop app you might want to check its preferences and more specifically the Backups tab to see what you can find there. Keep me posted on the…

Hi @"Benjamin Gordon"! Just to make sure we're on the same page: you initially mentioned you've tried an advanced reinstall. Did you follow these steps? If this didn't work, I'm going to need to send you an email, in order for us to have a closer look into this. Thanks! 

Hey @"Kismuntr", thanks for the added info! Do you have any third party app, proxy, VPN, firewall, security software, or even ISP/router settings that could be hindering the syncing process? If so, then could you try temporarily disabling those? Maybe that will do the trick. You may additionally keep in mind that it seems…

Hey @"wldbest"! In order to have a better account-visibility I reached out to your Community-linked email address. You can see which one you're using here. Can you check your inbox and reply back to me, in order to investigate further? 

Hey @"Buzon"! Thanks for the heads up regarding the case. I'll be waiting for more info about this. If you need something else, please let me know and I will be more than happy to help every step of the way. 

Hi there, @"Ihacked", sorry to hear about that! I was able to use your Community-linked email address in order to locate your active support ticket. It looks like the case has been handled from one of our agents. If you need something else, please let me know and I will be more than happy to help every step of the way. 

Hi @"MoSn1", happy Monday! Definitely keep an eye out on this, and let us know if the issue resurfaces again. If you need something else, please let me know and I will be more than happy to help every step of the way.

Hey @"Rongal", thanks for posting here! I'd have to agree with Rich here. You should be able to delete the entire Backup, but I don't think you could remove specific directories. What error do you get when trying to remove the directory? Also, what do you see when visiting your Backup page online? Feel free to send me a…

Hi @"Javier P.4", let's jump right into this! It sounds like access to your sharing was paused on your account. Have you checked this article to see if any of the files you're trying to share, or have already shared, breaches the Terms of Service? You can also take a look here for more info. In any case I just created a…

Hi @"wldbest"​, thanks for bringing this to our attention. Do you get any specific errors when you try to share your content? Is it possible that your sharing was paused on your account? Have you checked this article to see if any of the files you're trying to share, or have already shared, breaches the Terms of Service?…

Hi @"jimhill2000", welcome to our Community! When did you first notice this behavior? Also, are we talking about .mp3 files, or some other type? Is it safe to assume that the files preview without an issue when you try to open them online? Feel free to also have a look at the relevant Help Center article. I'd love to have…

Hey there, @"BoomChakaLaka", let's see what we can find about this! Just to clarify, did they install it on a unique computer? Also, did they create a brand new Dropbox account? You can also check this section of Help Center for more info and this FAQ right here. Let me know, and we can take it from there.

Hey @"EMol1", I hope you're doing well! A quick follow-up to our last message! Let us know if you still need assistance or if everything is working as expected. 

Hey @"Mr_and_Mrs_D", let's jump right into this! When did you first notice this behavior, and have you tried rebooting your computer and internet router at all? What about quitting and restarting the Dropbox app? Can you see which files are indexing according to the Dropbox desktop application? Are there any sync issues…

Hi @"paintSmart"! I'm going to need some additional tools, in order to look into this. This is why I sent you an email, in order for us to have a closer look into this. Reply back to me, and we'll take it from there. Thanks! 

Hey @"JonR"! Happy to see that your issue is now resolved! Giver us a shout if you need anything else, thanks! 🤗

Hi @"RonnB"! Hope things are going smoothly! Just wanted to check if you still need a hand. If all's well, feel free to share what did the trick.

Hey @"gaylevangils"! Just popping in to see if you've had a chance to look at our last message. Still need help? We're all ears! If the issue is sorted, let us know what worked out for you.

Hi there, @"tomdozier" let me jump in! Keep in mind that since we're on a public forum it'd be wise to not share publicly your personal info such as email addresses. Now, I think I know what the culprit here might be. Based on what you mentioned, you can sign in using your Gmail account, but says that the email is already…

Hey @"ay98182", let's see what we can find about this! Have you made sure that the folder has fewer than 10,000 total files in it? Keep in mind that files within deeply nested folders still count toward the limit. Have they tried from an entirely different browser, to see if the behavior persists? I'd also suggest that…

Hey @"larsd888", let's jump right into this! As a first step, please try to temporarily disable any antivirus software that might block Dropbox. Also, would you mind clarifying exactly which app version you currently have installed? I'm pushing on this since we have to make sure that you're not using a beta version, but a…