Nancy Dropbox Community Moderator

Thanks for the info! What’s the OS version of the device you’re using? Regarding your colleague, can you please tell her to hover over the Dropbox icon? The app version should normally be showing there. I’d also like her to click on it after that, and let me know the syncing status showing at the bottom of the pop-up…

Thanks for giving that a try, @"TomWatson93"! Besides Gmail, do you have any other email addresses that could have been used to access that Dropbox account? Also, when was the last time you accessed it? Is it possible it’s been more than a year?

Thanks for the screenshot! Can you clarify what types of files are mostly located within these folders? Feel free to send one more screenshot, as well. Besides Dropbox, are you seeing this type of invalid files anywhere else on your Mac device? What if you go to your desktop app again, and try to drag these folders out of…

Hey @"GuoYunshen72"! Sorry to jump in here. This is expected behavior when running the Dropbox for macOS on File Provider app. Besides the "manage hard disk space” feature, you can also tell most of your files/folders are currently online-only by the grey cloud icon with the arrow located next to them. If the files were…

Hey again, @"crismelo"! When deleting folders from your laptop, can you clarify which folder they’re currently located in, when you delete them? Are you deleting them from your local Dropbox folder, after uploading them, or from another folder? In general, keep in mind that any changes you make to your backed up folders,…

Hi @"TomWatson"! If you log out of Dropbox and sign in again without clicking on the “Sign in with Google” option, but with your old email address and password, can you see your existing Dropbox account, along with your allocated quota?

Since you mention it takes some time for the PowerPoint to load on your browsers, can you clarify if this is happening for all PowerPoint files or specific ones that may include more slides? If you don’t click on the “Save and return” option and let the the PowerPoint autosave the updates, does it say “Saved to Dropbox” on…

Hi @"Officina MAD", thanks for posting on our forum today! Just to clarify, are your colleagues unable to see syncing icons next to their files, as well? Have you all checked your system tray/menu bar to make sure there’s the small Dropbox icon showing there? If there is, what’s its app version and syncing status? Let me…

Hi @"rivera11"! Hope it’s OK to jump in. If you haven’t reached our support team already, can I log a ticket for you and check this further?

Welcome to the forum, @"ruth_baker"! Are you unable to delete these folders from the Dropbox website, or from the desktop/mobile app? I’d also like a screenshot of an example folder you can’t delete, along with any errors you may seeing. Keep me in the loop for any updates.

Hi from me too, @"gmoorehn", and sorry to jump in. To have a visual and help us troubleshoot this further, can you send over a couple of screenshots of what you see on your end? More specifically, I’d like a screenshot of the old Dropbox folder and the new one. As for the Dropbox app not running, did you relaunch it on…

Hi @"crismelo", how much available space does your hard drive report now? Can you send over a screenshot of what you see? I’d also like to know the current syncing status and app version of your Dropbox app.

Perfect. What I’d like you to try next is to go to Privacy & Security -> Full Disk Access, click the + button, and select the app (Blender.app), which would give the app access to all folders including Dropbox. After that, I want you to follow this filepath ~/Library/CloudStorage and see if you can access the Dropbox…

Thanks for giving that a go, @"GigiB1"! Do you perhaps remember when this started happening more or less?

Thanks for the update, @"bwessel"! Since the issue persists, I'd recommend an advanced reinstall as the next step.

Thanks for this screenshot, @"ghulseman"! Out of curiosity, are you getting the same error even if you click on the “Sign in with Dropbox” button directly (without inserting your email address)? If yes, I’d like you to clear your browser’s cache and try again. One more thing you can try is to open another browser on your…

Hi @"Sedg", hope it’s OK to jump in. At the moment, there’s not something else we can share on this, I’m afraid, other than the info provided here. I've passed your feedback to our team though, so that they can also see your comments.

Hi @"Sam Lock". Can you clarify the OS version of your computer, as well as the syncing status and app version of the Dropbox app on it? If you visit your Files page on the web, do you see the missing content there?

Hi again, @"rwoj"! From what you’ve mentioned so far, and especially since this is happening with Microsoft files, I believe that the issue lies in what’s mentioned here ("When you create/open a new file through Office Online, a link to this file is automatically saved to Dropbox for easy access”). In that case, I’m afraid…

Hey @"bwessel"! Downloading the latest version of the Dropbox app from the web is correct. However, if you’re not on a free Basic plan with more than 3 devices linked, what I’d like you to do this time is to uninstall the app completely first, and then reinstall on your device. Let me know if that makes any difference.

It’s a bit odd, indeed. What I’d suggest as the next step, since your subscription is handled by a third-party service (in this case, Google) and not Dropbox, is to get in touch with their support team directly. They should be able to locate the account for which you’re being billed and guide you from there. If you still…

Thanks for that, Daniel! Appreciate it. Have you restarted your computer, since the update took place? Is Dropbox still not showing as an option after that? If not, what’s the OS version of your device?

Hey @"Shdhin". Just to clarify, did you previously enable two-step verification on your Dropbox account? If not, and you just don’t remember your Dropbox password, do you currently have access to your linked email address?

Hi @"hvmckenzie"! Welcome aboard the Community. Did you try turning Dropbox Badge Off and On again, and the same issue still persists? If yes, did you notice this after a specific update on your device? I’d also like to know the syncing status and app version of your Dropbox app at the moment. Finally, are you experiencing…

Really sorry to hear this, @"tuongvan". Can you send me your ticket numbers, so that I can take a look? I’d also a screenshot of what you see on your Backups page here. Ping me, when you’re ready.

Hi from me too, @"ghulseman". When trying to log in to Dropbox Sign, do you see any option to dismiss the "Looks like there is an existing Dropbox account associated with this email.” message and continue directly with Dropbox Sign instead of Dropbox? Feel free to send a screenshot of what you see too (just make sure to…

Thanks for that, Trevor! Our team has received your info and they’re looking into this. For now, we can’t share more updates, but as soon as we have something new, we’ll let you know here.

Hmm, I see. Besides the email address that appears here, do you have any other emails that could be linked to a separate Dropbox/Google Play account?

No problem at all, @"EbbiKoko"!

Hi @"DanielXYZ"! Do you mind sending over a screenshot of what you see exactly on your end? Let me know when you’re ready.