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Forum Discussion
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 repor...
Megan
Dropbox Staff
Dropbox StaffHi Admin30, sorry to hear about that, let's see what we can do to help!
If it's not too much of a trouble, I'd appreciate if you could send me your ticket number reference, in order for me to check your communication with our Support team, and check what steps they've already provided.
You also mentioned that you had some trouble with your devices not syncing properly, however I'd need some more info. When did this start?
What is the OS, and Dropbox version running on these devices?
Let me know more, and we'll take it from tere!
Hi Megan,
Thank you for looking into this.
It concerns Ticket #22866777
OS = Win11
Dropbox V186.4.6207
We can no longer log in to Dropbox (desktop app), which prevents file synchronization. This has been an issue since the last Dropbox update (weekend of October 28). Logging in and out of Dropbox is not possible because it indicates that it is not linked. Attached are screenshots of the problem.
Removing Dropbox from the computer is NOT an option as it would result in the loss of +3 weeks of data.
can't log outcan't log in
- Megan
Hi Admin30, thanks for the additional info!
I checked the email address, and it seems that our agent responded back and provided some additional steps, on how to unlink the app using our website.
Have you given them a go?
I suspect that this is not a solution for us.
Since the latest Dropbox update, my colleague is no longer synchronized. The latest update has the impact that the entire Dropbox folder structure is different, so all folders are now located in a different location on the laptop.
Because my colleague has been working offline for more than 3 weeks (i.e. with the files that are already on her laptop) and is therefore saving the files in the old locations, this will likely cause problems when she is back online.
The first thing Dropbox will do is implement the Dropbox update and thus change the locations of everything. After that, Dropbox will no longer know what has changed offline and this will therefore cause problems, I think.
I suspect that the only solution is for her to be online in the old structure first, have the files updated, and then only receive the Dropbox update. However, I fear that this is no longer possible and that this will therefore result in a loss of more than 3 weeks of work.
Is my reasoning correct?
- Megan
Hi Admin30, if the app isn't syncing at the moment then when the issue is reinstated, what should happen is that the app update everything that was changed locally, to the account online.
However, if you have any second thoughts about this, I'd suggest you make a copy of all the content that you've changed lately, and that they have yet to be synced.
You can keep this local copy somewhere in the device, or even on an external drive, and then proceed with the steps suggested by the Support agent.
