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Forum Discussion

mdea1a's avatar
mdea1a
Explorer | Level 4
12 months ago

Still syncing desktop and downloads

I am confused and frustrated that Dropbox keeps syncing my desktop and downloads. I have it disabled in the local app and on the web login, yet it keeps happening. I read articles, I deleted the enti...
Desktop
Dropbox Backup
Sync
Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox Staff

Hi mdea1a, your Support options depend on the plan you're using. 

 

Remote access might sometimes be available when using our chat support, which is available on paid plans. 

 

What I mean when I say to move the content back to their original path, is to take your Documents, or Desktop content, and copy them from within your Dropbox folder, outside to where they were originally.  

 

When you say your Finder and Downloads don't work at all, could you share some additional info with me as to what happens? 

 

If you have any screenshots, let me know!

mdea1a's avatar
mdea1a
Explorer | Level 4
12 months ago

Hi Megan I've been in live chat support all morning. They would not remote into my computer even though I have a paid account. The person couldn't figure it out and escalated to an "Advanced Support" team. I'm still waiting to hear back. I sent multiple screenshots to that ticket agent.

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    12 months ago

    Do you have the ticket number reference, in order for me to locate the ticket on my end mdea1a? 

  • mdea1a's avatar
    mdea1a
    Explorer | Level 4
    12 months ago

    23011485

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    12 months ago

    Thanks for that mdea1a!

     

    I was able to locate your ticket, and I can see that it's been escalated to the relevant department. 

     

    Hang tight, and an agent will be with you shortly, to investigate on this!

  • helpme5's avatar
    helpme5
    Explorer | Level 4
    12 months ago

    Can you please share the solution that you arrive at for the above? I would like to heal my system too.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    12 months ago

    Hey helpme5 - sorry to hear about this.

     

    Could you let us know some additional information so that we can assist further? For example, what is your computer's OS version and the status and version of the Dropbox desktop app installed there? 

     

    Also, can you confirm which troubleshooting steps you've attempted so far? 

     

    Thanks so much! 

  • mdea1a's avatar
    mdea1a
    Explorer | Level 4
    12 months ago

    It was an accident that I hit the accept as solution button.

    I have delineated the problems and attempted fixes over and over. I am not repeating them again. I'm waiting to hear from the advanced support team. But I will add that I am on a 2020 MacBook Pro with Sonoma, fully updated. The version of Dropbox is v187.4.5691 and the status if normal/fine.

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    12 months ago

    Hi mdea1a, thanks for sharing that again with us, and for the patience in regards to that. 

     

    As for the frustration, it seems my colleague, Walter asked helpme5 for some more info. 

     

    Definitely let us know more as to how your case is going as soon as you have a response, and the culprit of what could be causing this.  

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