Nancy Dropbox Community Moderator

Hi again, @tym07! Hope you’re doing well. I just wanted to check if you need any further help here, or if your issue has been resolved.

Did you have the chance to check out my last post, @sowmyagupta283? Feel free to ping me, if you need more help with your referrals.

Hi again, @aeneas! Just giving you a little nudge here to make sure you don’t need any further help.

Alright, thanks for giving that a go, @Theo_1979! I’ve logged a ticket for you, since I want to investigate this internally. Please check the inbox (or spam folder) of your Dropbox email address, when possible, and reply back to me.

Hi from me too, Giacomo! Can you confirm what Mark mentioned above regarding all users being connected to the same network? This will help me assist you further and log a new ticket again, if necessary. Besides the email addresses that Mark removed from your original post, I’ve also gone ahead and removed your full name…

Hey @Theo_1979! Welcome to our forum, and thanks for the error log you provided. If you’re not on a free Basic plan with more than 3 devices currently linked to your Dropbox account, please try to do an advanced reinstall next. Let me know if that solves the issue, or if you need further help.

Thanks for posting on our Community, @ubishere. Let’s have a look. When setting up the Dropbox app on your new computer and signing in, you didn’t see any prompt to restore your existing backup, correct? As for the error message you get on the Dropbox website, can you click on the ellipsis icon next to your deleted backups…

Hey @whataboutchris! Hope you’re doing well, and thanks for your post. First off, can you clarify if you followed these steps to delete the newer Dropbox account? I’m mostly asking because, once a Dropbox account has been deleted, you should no longer be able to restore it. Can you copy and paste a screenshot here of what…

Hey @Dr_B, hope it’s OK if I jump in here, as well. Can you perhaps reach out to the IT department of your university, and have them take a look for you? There may be a security setting they need to disable, in order to allow automatic updates from Dropbox. If you still need our help after that though, please let me know.

I see, thanks for giving that a go, @Nocton. Can you copy and paste a screenshot of what you see when trying to uninstall the desktop app? I’ll be able to investigate this further that way.

Welcome to our Community, @Marketing1_MY! I opened a new ticket for you a few minutes ago, so please check your email address, when you get the chance. Let me know, if you need something else.

Hey @Nocton, hope you don’t mind if I jump in, too. What if you click on this link next, without uninstalling the Dropbox app first? Can you see the Dropbox icon in your system tray (where your clock settings are), after the latest app version has been downloaded to your device? Besides the Dropbox icon that you’re…

That’s good to hear, @Chr1sH. If it comes back again at any point, and you need us to check this further, feel free to post in this thread.

Thanks for the visual, Martin! Please let me know once you’ve confirmed the size of the folder too, and we’ll check this further.

Thanks for your post, @DebraGannaway123, and I’m sorry to hear about this. You mention that you’re on a Dropbox Basic plan; is there any chance that your Dropbox account was previously over-quota? I’m just trying to understand if the incident you describe could be related to this (in which case, you should also have…

Thanks for the additional info, Itay! Can you try to copy and paste your screenshots once again in your reply? I can’t see them on the forum, unfortunately. Other than that, can you see the info you’re missing now (when accessing the file from your Mac) on the Dropbox website and your PC, or is it gone from all Dropbox…

Thanks for your post, @Speigal! Can you send me a screenshot of the error message you’re getting? Is there any option to dismiss it and continue with adding this folder to your Dropbox account? As for the size of the folder in question, is it possible to check with the user who shared it with you and confirm that it’s…

Sorry to hear that, @Emmlp. To troubleshoot this further, can you send me a screenshot of your Dropbox app’s Sync tab? I want to double check the location of the Dropbox folder that’s currently syncing to our servers. I’d also like an extra visual showing where you see duplicate Dropbox files on your computer. We’ll go…

Glad to hear the issue is gone now, @Laura_Doodles! If you need anything else, or you have any questions regarding your Dropbox account, I’ll be right here.

Hi @Itay_Hay, thanks for letting us know about this here. From your post, I understand that your updates are saved when you close the Excel file (and they also sync to your Dropbox account online), but next time you open it, there’s info missing. Correct? To confirm, this isn't happening with all Excel files on your…

Hey @WarezJunk, thanks for posting here. When saying that you did a cleanup, can you describe to me the exact steps that you took? Have you restarted your computer in the meantime, and you’re still unable to install the Dropbox desktop app? If yes, I’d also like to know the OS version of your device. Let me know, once…

Hey @OChannel, thanks for your post. First off, can you copy and paste a screenshot of the syncing icons you currently see next to those folders? How did you add your new files to them? Did you do so via the desktop app, or did you use your web Dropbox account instead, and they synced locally? Finally, cancelling syncing…

Can you copy and paste a screenshot of this page? At the moment, there’s a cap when it comes to the maximum amount of space you can earn through referrals, so I’d like to make sure that’s not the case here.

Thanks for posting on our Community, @mjgave! Do you see an existing backup of your Documents folder, if you go to this page? If yes, can you also check this Help Center article? Are you seeing the "Download" option, if you follow these steps, for example? Keep me posted for any updates.

Hey @tym07! Let’s check a few more things together. First off, can you copy and paste one more screenshot of your desktop app’s Sync tab? I’d like to check your default setting regarding the status of new files. As for the sync icons in your first screenshot, it looks like this is what you’re seeing. Instead of using the…

Welcome to our forum, @thecardguy! While signing in to your desktop app, and before you create a new Dropbox folder on your device, there should be an “Advanced settings” link. If you click on that link, there should be an option allowing you to choose your existing Dropbox folder, instead of creating a new one and…

Hey @peter0317, I was wondering if you’ve seen Hannah’s last message. If you have, and still need assistance with this, please share with us the info she’s asked for.

No worries, @aeneas; you can post your screenshots here, whenever possible. When you do, can you also copy and paste a screenshot of your Sync tab, where it shows the current location of your Dropbox folder? Can you also let me know the syncing status of your Dropbox app? Finally, I’d like you to add a small file to the…

Hi @gav_, thanks for posting on the Community. I’ve gone ahead and logged a new ticket regarding the issue you’re describing. Please respond back to it, and I’ll further assist. See you there!

I’m sorry to hear this happened to you, @Edelkakao. From what I get, you were previously on a free Basic plan, that went over-quota (as described here). Is this correct? In that case, you’d have 30 days from the date of the data deletion to restore your files, unfortunately. Of course, since we don’t have any account…