Walter Dropbox Community Moderator

Hi there @Yojimbo_xt - sorry to hear about this. As a first step, can you confirm that you're seeing the exact same email address both on the website in your account's settings and in the app's preferences under the account tab? Thanks!

Hey @tom2410 - sorry to hear about your syncing issue. Can you please clarify how long has it been like that and if you tried rebooting your computer and/or quitting and relaunching the app since you first noticed this? Thanks!

Hey @Steadiclarke - thanks for letting us know about this. Could you please clarify your computer's exact OS version and the version and status of the Dropbox desktop app as shown in your menu bar? If this persists after rebooting your computer and/or quitting and relaunching the app, could you send me a full-page…

We're happy to hear you're back up and running, Richard. Let us know if anything else comes up!

We're happy to hear it's sorted now and thanks for keeping us in the loop too, Luca. Feel free to let us know if anything else comes up in the future and take care!

Hey @Shanwoman - thanks for bringing this to our attention. I've just sent you an email to investigate further, so please take a look at your inbox and we'll take it from there. Talk to you soon!

Hey @Lageole - sorry to hear you're having issues with this. If you've ensured that this is not caused by an antivirus, firewall or a VPN/proxy setting, could you try signing out of your account and then back in through the app's preferences? If the app gets stuck at the same number of files again after logging out from…

Hey @KMhibiscus - thanks for letting us know about this. When you say your users, can you clarify if you're all part of the same Dropbox for teams account or if you're referring to shared files or folders perhaps? Does this persist after clearing the browser's cache or on another browser, preferably with no extensions or…

Hi @Wahab_butler0076 - thanks for using Dropbox and posting on our Community! You should be able to achieve what you had in mind via shared links or even a shared folder. Could you have a look and let me know if you have any follow up questions? Thanks!

Hey @sacredfenix - thanks for bringing this to our attention. I've just sent you an email to investigate this internally, so please take a look at your inbox and we'll take it from there. Cheers!

Yes, that's not going to be a problem, Amy. Just note that syncing will stop for the time you'll be on the Basic plan since you'll be over quota. No need to worry about deletions as we'd notify you via email multiple times before that happens.

Hey @amybradford71 - thanks for using Dropbox and posting on our Community. Based on your description it sounds like you're on the Dropbox Simple plan and not the Dropbox Plus plan as you mentioned because that would be the only plan that comes with 500 GB. The Dropbox Plus plan comes with 2 TB of storage space normally.…

Hey @argonne1918 - I've merged your post with this one by @ddewitt as they seem to be related. Thanks so much for taking the time to provide us with all the information you shared. Let me run this by the team internally and get back to you as I was just able to reproduce this as well on my end. Feel free to share any…

What happens if you click the 'continue' and/or the 'I don't have access' options @Salisburda? If you have the desktop app installed on this laptop, could you check the backups tab in the app's preferences to see if you can disable the backup from there?

Hey @ddewitt - thanks for letting us know about this. Could you please clear your browser's cache and/or try another browser and let me know if you notice the same results? Thanks!

If you'd be willing to troubleshoot this further, the next step would be to create a brand new OS profile on your computer and try to install and run the Dropbox desktop app there. That said, at this point, it would be better to reach out directly to our support team to have a further look with account and device specific…

Could you send us a screenshot of the exact message that you're getting when trying to delete the old backup @Salisburda? Do you have access to the computer that you first set it up to disable the backup through the app's preferences?

Sure thing @beguido_backup, I've just sent you an email, so please take a look at your inbox and we'll take it from there.

Can you submitting another ticket about this through an incognito window or another browser as well @beguido_backup? If that doesn't work, let me know here and I'll reach out via the email address that's connected to your profile here, in our Community.

Hey @beguido_backup - thanks for bringing this to our attention. Can you share your ticket's ID so that we can look it up in our system? I'm only asking because this would be the best route to investigate this further. Our support team will be better equipped to look into this with account specific information. In any…

In that case, I'd recommend renaming it before uploading it @Tobydog20. I wish I had a better solution than this.

Only if you use the apps and not a web browser @Tobydog20. I hope this helps!

I see, yes indeed this would be the expected behavior when uploading a file with the same name as another one in the same folder @Tobydog20. I know it's not optimal, but I'd suggest using the Dropbox mobile app to do this or even the Dropbox desktop app by copying/moving the file(s) inside your Dropbox folder instead of…

Hey @Tobydog20 - sorry to hear you're having issues with this. Can you please clarify how exactly you're uploading your files to your Dropbox account? Also, if you could try doing it again as a test and let me know how it's logged in your events page, I'd appreciate it. Thanks!

Is it stuck at 'indexing' for a long time now @lpvmc? If so, could you reboot your computer and let me know how it goes?

I see, thanks for the screenshots and the additional info @allann - most appreciated. Can you try logging out of your account through the app's preferences and then back in? If that doesn't improve matters, you can try an advanced reinstall as well. Keep us posted anyhow!

When you say it's syncing, could you send us a screenshot so that we can take a look too @lpvmc? Also, if you didn't get the 'advanced' options upon reinstalling the app, you can try an advanced reinstall at this point.

How many files have you stored in your Dropbox folder approximately @allann? Could you send us a screenshot of the app's exact status so that we can have a visual too? Also, are you able to navigate the app's preferences through the Dropbox icon in your menu bar and find the "Sync & storage" option to see if there are any…

The desktop app is waiting to link a Dropbox account because you didn't sign into your account upon reinstalling @lpvmc. So, please follow the same process and use your email and password to log into your account and then let the app sync till it's up to date. If you need to change the Dropbox folder's location then, you…

It seems that you're using a beta version of the app @allann. Could you try the latest, stable one from this page directly and let me know if the issue persists? Just make sure to toggle off the 'early releases' from your account's settings first.