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Explorer | Level 4

2 years ago

Solved

File Explorer not accessing files

Hi. I have had Dropbox basic for many years running trouble-free on 3 devices (phone, laptop & pc). On the pc and laptop I access files in File Explorer, where all my Dropbox files are in one set of folders. I have plenty of space on Dropbox. About a week ago I found that files updated on the pc were not syncing with the laptop or phone. Files updated on either the laptop or phone were syncing with each other, but not with the pc. Looking into this further I found that the files are syncing to the app on the pc, but just not getting through to File Explorer. I have signed out and back in on each device... no change. I have signed out and tried to re-launch the app on the pc, but I get this message: "You're trying to add more devices than your plan supports. Upgrade to Dropbox Plus to stay signed into more than 3 devices at once. Or sign out of some devices." However I'm obviously only signed into 2 devices, so this doesn't make sense. Any idea how to resolve this? Thanks.

Dropbox Basic

Jay
2 years ago
Hi afm24, it wouldn't be possible to ask the app to locate that folder, since it's considered to not be a Dropbox folder now.

In general, we don't recommend using migration programs for the Dropbox folder, as it can result in permission issues, and other unexpected issues, such as the one you're experiencing now.

The best method to ensure that you're getting the correct files from the Dropbox site is to perform an advanced reinstallation of the app, and let the files sync normally from the site onto your machine.

14 Replies

Nancy
Dropbox Staff
2 years ago
Welcome back to the Community, Grimbo!

As a first step, please go here and send me a screenshot of the devices you see linked on that page. Please make sure to hide any device names or other personal info that may be showing there.

Give me a nudge, when you're ready.
- Grimbo
  Explorer | Level 4
  2 years ago
  Hi Nancy. I don't know why but none of my devices will PrtSc right now. The devices chowing on the page are:-
  
  LAPTOP-GS876MAT  Glasgow, United Kingdom  in the last hour
  Android SM-G770F  Glasgow, United Kingdom  about 3 hours ago
  Jude-PC  Glasgow, United Kingdom  about a week ago
  
  That seem right, they're my devices.
  
  Graeme
  - Grimbo
    Explorer | Level 4
    2 years ago
    And the Web Browsers are:-
    
    Chrome on Windows  Glasgow, United Kingdom  Current session
    Chrome Mobile on Android  Glasgow, United Kingdom  Just now
    Chrome on Windows  Glasgow, United Kingdom  5 minutes ago
    
    Again, that seems right to me.
    
    Graeme

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Hi. I have had Dropbox basic for many years running trouble-free on 3 devices (phone, laptop & pc). On the pc and laptop I access files in File Explorer, where all my Dropbox files are in one set of folders. I have plenty of space on Dropbox. About a week ago I found that files updated on the pc were not syncing with the laptop or phone. Files updated on either the laptop or phone were syncing with each other, but not with the pc. Looking into this further I found that the files are syncing to the app on the pc, but just not getting through to File Explorer. I have signed out and back in on each device... no change. I have signed out and tried to re-launch the app on the pc, but I get this message: \"You're trying to add more devices than your plan supports. Upgrade to Dropbox Plus to stay signed into more than 3 devices at once. Or sign out of some devices.\" However I'm obviously only signed into 2 devices, so this doesn't make sense. Any idea how to resolve this? Thanks.

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Hi. I have had Dropbox basic for many years running trouble-free on 3 devices (phone, laptop & pc). On the pc and laptop I access files in File Explorer, where all my Dropbox files are in one set of folders. I have plenty of space on Dropbox. About a week ago I found that files updated on the pc were not syncing with the laptop or phone. Files updated on either the laptop or phone were syncing with each other, but not with the pc. Looking into this further I found that the files are syncing to the app on the pc, but just not getting through to File Explorer. I have signed out and back in on each device... no change. I have signed out and tried to re-launch the app on the pc, but I get this message: \"You're trying to add more devices than your plan supports. Upgrade to Dropbox Plus to stay signed into more than 3 devices at once. Or sign out of some devices.\" However I'm obviously only signed into 2 devices, so this doesn't make sense. Any idea how to resolve this? Thanks.

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File Explorer not accessing files","moderationData":{"__ref":"ModerationData:moderation_data:694792"},"body":"

Welcome back to the Community, Grimbo!

As a first step, please go here and send me a screenshot of the devices you see linked on that page. Please make sure to hide any device names or other personal info that may be showing there.

Give me a nudge, when you're ready.

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Hi Nancy. I don't know why but none of my devices will PrtSc right now. The devices chowing on the page are:-

LAPTOP-GS876MAT Glasgow, United Kingdom in the last hour

Android SM-G770F Glasgow, United Kingdom about 3 hours ago

Jude-PC Glasgow, United Kingdom about a week ago

That seem right, they're my devices.

Graeme

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And the Web Browsers are:-

Chrome on Windows Glasgow, United Kingdom Current session

Chrome Mobile on Android Glasgow, United Kingdom Just now

Chrome on Windows Glasgow, United Kingdom 5 minutes ago

Again, that seems right to me.

Graeme

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Hey Grimbo, can you uninstall the app, and then try to re-install it from scratch, please?

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