Most incompetent support ever / Dropbox sync issue (drobox for business)

Hi all,

I have Dropbox synchronization issue with several laptops at my company.

The issue started after the latest update. The affected laptops are unable to sync with Dropbox.

I first reported the issue to Dropbox support on October 31, 2023. I was asked to provide the names of the affected devices. I will receive a email and have to respond with the name mailing from the admin address. I explained that this account does not have a mailbox and that I can only receive email from it.

9days later I received a response from Dropbox support (on November 8), but the response was irrelevant to the issue. I was again asked to email the issue from the admin account. Only then they can fix the problem.

I reiterated the issue and explained that I cannot reply from a forwarded email address.

I received a response from Dropbox support on November 9. I was again asked to email the issue from the admin account.

I created a new mailbox and linked it to the admin account because I didn't want to waste more time. I asked Dropbox support to always include my email address in the CC field of their emails.

On November 12, Dropbox support finally provided a solution to the issue (my email not in cc): I should log out of the accounts on the laptops.

However, this solution did not work. There is an error message in Dropbox that said "This computer isn't linked to an account." I attached a screenshot of the error message. I also explained to Dropbox support that I cannot uninstall Dropbox from the laptops and reinstall it because this would result in the loss of data from the past three weeks.

Dropbox support responded that it is logical that the laptops are not linked to the admin accounts because there are no devices linked to the admin accounts. Also they can't add an email address in CC for security reasons.

I responded that I am not stupid and that the screenshot and error message are from one of the laptops that is not syncing. Also I want my email address in CC because there aren't any security details shared, thus there is no security issue!

I also explained that I tried uninstalling and reinstalling Dropbox on one of the laptops, but this only worked because I had all of the files that were modified in the past three weeks on a USB drive.

On November 15, Dropbox support responded that one of the laptops with the issue was able to sync. They then asked me to log out and log back in on the other laptops to fix the problem.

I responded that logging out and logging back in does not work, as I have explained previously.

I am at a loss as to what else I can say or do to get Dropbox support to understand the issue. The time difference is also not helping. I am urging Dropbox support to resolve this issue as soon as possible. This is unacceptable.

I would appreciate any help or advice that you can provide.