Logged out of Dropbox, Now Dropbox Can't See Existing Folder on Windows 11

[Veloxi]

Hello. I'm on Windows 11, and Friday -- the last time I used my PC -- all was fine with Dropbox. 

Today, when I turned on the PC, Dropbox was logged out, and when I logged in, it could no longer access my existing Dropbox folder, which is on an external drive. 

I've uninstalled and reinstalled the desktop app, and tried to select the proper, existing Dropbox folder for years, and I first got an error that the drive couldn't be accessed. 

Uninstalled and reinstalled again, immediately paused syncing. Now, when I try to move the Dropbox folder in the app to the existing folder on the external drive, I get an error that files are already there.

So what the heck do I do? Please help. Thank you. 

[Jay]

Hi @Veloxi, thanks for bringing this to our attention.

If you're not on a Dropbox Basic plan with more than 3 devices connected, could you try an advanced reinstall of the app using the steps in this link?

Also, make sure during the installation that you choose the advanced settings to choose the location for the Dropbox folder, before completing the installation.

Keep me posted!

[Veloxi]

Hey, so I pointed the installer to the drive with the Dropbox folder on it, and this happened:

Not sure what to do at this point. Please help?

Edit: Interesting, it seems to have timed out and is asking me to log in again. 

[Jay]

If you're getting this message, then it could mean that it's trying to sign into another account. Do you have a different Dropbox account under a different email?

[Veloxi]

Nope, just the one!

[Jay]

Since you're getting this message, you'll need to create the new Dropbox folder on the external drive, since the app won't allow you to use the old one.

[Veloxi]

What? Why? Any idea how this could have happened?

[Jay]

It's possible that the app lost the connection to the external drive, or some other variable changed to make it seem like a different folder or account entirely. 

[Veloxi]

Alright, so when I rename the original Dropbox folder, create a new one, and point the app to it, should I then pause syncing and move everything over from the original, renamed folder to the new one?

[Jay · Accepted solution]

Yes, although you should try to wait for the folder names and subfolders to be created in the new Dropbox folder, and then you can pause the syncing and copy the files over to the new folder. 

When you unpause the syncing, it'll take a little time for the app to process it as it will begin to reindex the files.