Nancy Dropbox Community Moderator

Hi again, @"King316"! Please check your email address, and reply to my message. I’ll see you there.

Alright. Can you also restore your browsers to their default settings and disable any browser plugins? The issue you're experiencing may be the result of a security setting or a plugin that you have installed on your browser(s). If that doesn’t help either, we’ll see what else we can try.

Can you please clarify what you mean when saying you can't access the Dropbox website on your iPad? Are you unable to access the website in general, or just the Backups page?

Welcome to our Community, @"Moh118082". Can you send over more info on the issue you’re having? From what I understand, you’re unable to access your Dropbox account on your phone. Correct? If yes, can you access your Gmail account from another device, like a computer for example? Also, are you being asked for a Dropbox…

I’m sorry to hear this, @"Michael G.134". Have you reinstalled the Dropbox app on your device, and it didn’t help either? You can also try resetting your Dropbox password as an extra step, and it see if there’s any difference afterwards. Otherwise, feel free to send me a screenshot of any errors you’re getting, and I’ll…

Hey @"Dave B.5". From which platform are you accessing these files now, and the data no longer shows? Also, when the info was added previously, were you able to see it on all Dropbox platforms?

Hi from me too, @"Michael 103673". If you preview your files on a computer instead and on your web account, does the issue persist?

I’m sorry to hear about the situation, @"MarcoPaolo". Feel free to log a ticket with our support team with these steps, and send me your ticket number here afterwards. I can leave an internal note for you. Let me know when you’re ready.

Hey @"internetblue", sorry to jump in here. In case you connect your external drive to another device, then a new back up folder will be created. The original back up folder will only update if the external drive is connected to the same device used to initiate the backup. However, if your external drive is organized with…

Thanks for the extra info and the ticket number! From your description, it sounds like this is because of a permissions issue at the top level folder, but since we don’t have account visibility on the forum, I’d suggest continuing with our support team directly. I can see your case is now being handled by our advanced…

I see, thanks for confirming! In this case, it sounds like this is a result of this update (with the updated Dropbox Backup, backups from other devices will only be accessible from the web). If you want though, I can pass your feedback and comments on this directly to our team.

@"Jean361", did you all start having this issue after a specific update? What’s the Dropbox app version you’re running on your devices? Finally, can you send me a screenshot of what you see, when trying to access your local Dropbox folder?

Sorry to hear about this, @"stephenneal". Can you share with me the app version of your Dropbox app?

Thanks for the additional screenshot! You’re not trying to access Dropbox API by any chance, correct? If not, do you have any ad blockers or VPN that could be interfering with Dropbox? Are you able to access other websites normally?

@"King316", if Dropbox is trying to bill you for a subscription, and your current account is on the free Basic plan, then it’s quite possible you have a separate Dropbox account under a different email address. Besides the email address showing here, do you have any other emails that you can check? If you also look at your…

@"texasprop", just to clarify, you currently have two separate Dropbox accounts and you’d like to merge them into one, correct? If one of them is a Business account and you currently have the desktop app installed, you can try pairing them and moving the files of your personal Dropbox account over to your local Business…

Thanks for these screenshots! This is a bit odd, indeed. If you check your menu bar, do you see the small Dropbox icon at the moment? If yes, let me know its app version and syncing status. Besides this type of files, does the Dropbox app sync new files to your account online? I’d like you to add a small photo or document…

Hi @"Mhmd Hakam"! You mentioned above that you’re running this app version 198.3.7448. Please note that this is a beta app version, so I’d like you to do is switch to the stable one instead. To do this, please go here and turn off “early releases”. After that, you can download the stable app version from this link.

Hey @"Roroboo", and sorry for jumping in. Did you click on a prompt to update Dropbox Backup perhaps, before this happened?

Glad to hear that helped, @"Djbad"! Feel free to give me a nudge, if you need something else.

Thanks for the ticket number, @"rxiang"! I was able to track it down in our system, and I just left an internal note for our team to see and reach back to you.

Hi @"Ed1955", and thanks for posting on our forum! You mention you can no longer drag files within the root Dropbox directory; are you able to do this for subfolders instead? Also, to make sure we're on the same page, you’re talking about the Dropbox website, correct? When was the last time this feature was working for…

Thanks for posting on our Community, @"jamesalexander2347"! Are you seeing the same thing via an incognito window, too? Have you also cleared the cache on your Microsoft Edge and Chrome browsers? Keep me in the loop.

@"Copperheadproduction", besides the offline/online-only options, do you see any other Dropbox options when right clicking on your files? If not, I’d like you to check your system tray and let me know if a small Dropbox icon appears there and what its syncing status and app version are.

Thanks for posting here, @"skuchukh1"! Are you looking at the same Dropbox account on your desktop app and online? If yes, I’d like one screenshot of the files within your local Dropbox folder, and one more showing what you see online (in the same filepath where your files should be showing). Let me know when you’re ready.

Hmm, I see. Can you upload a screenshot of the error you’re getting, as well as the actual location of the Dropbox folder on your d:\ drive? I’d like to have a visual and check what else we can try.

Thanks for the screenshots, @"Catalina1"! For the Backup update to finalize, Dropbox needs to turn off computer backup and then back on, which can explain why your Mac device appears to be unlinked at the moment on your Backups page. However, can you please go to your Events and Deleted files page, and send me a screenshot…

Yes, you’re correct; unlinking and logging out of the Dropbox app are basically the same thing (sorry, I should’ve clarified above). About the error message you mention after assigning the Dropbox folder to your d:\ drive again, can you select the parent folder of the filepath, like in the example I mentioned above ("if…

Thanks for the additional info! Unless you’ve tried this step already, can you perform an advanced reinstall as well, and let me know if it helps?

Thanks for your post, @"Catalina1"! Let’s check this. Can you clarify the current syncing status and app version of your desktop app? From your screenshot, it looks like Dropbox is trying to update the Backup feature, but the update hasn’t finished just yet. I’d also like a screenshot of what you see when clicking on this…