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Forum Discussion

annml's avatar
annml
Explorer | Level 4
9 months ago

My laptop doesn't show up in my connected devices list, even though it's syncing files

Having trouble with dropbox not seeing a device. As in, if you go to settings and then click Security - you scroll down and it shows your device list and the devices that have been removed from list....
Account Settings
Desktop
Dropbox Backup
rxiang's avatar
rxiang
Explorer | Level 4
8 months ago

I've been having so much trouble with Dropbox. Dropbox used to sync my whole computer – I could see the little icons on the files in my Finder, not just files in my local Dropbox folder on Finder. It was super convenient to manage files on my computer and I loved how I could set things to "online-only" to save device storage. One day though, all the icons had disappeared, my computer suddenly filled up (because I guess they were no longer set as online only and all started taking up storage on my device), and I learned a new "Backup" feature had been introduced. 

 

I've tried everything – I've chatted with a few agents who said if I backed up my whole computer I'd be able to get those icons back and things would be back to the way they used to be. I did back up my whole computer to Dropbox (in the app dropdown it says 'Everything is up to date' / under Backups there's a green "Done"). When I click "View backed up files" though, I see my Mac marked with "Unlinked" under its status. The chat agent asked me to send an email because I need extra help, but no one has replied for 15 days and somehow my ticket was marked as closed.

 

This problem is making everything a headache – I can barely use apps on my computer because of all the storage suddenly being used up. I can't seem to get any personalized support from Dropbox. This is my last resort – please help.

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    8 months ago

    Hi rxiang, thanks for bringing this to our attention.

     

    Could you try contacting the support team again for them to investigate this matter in more detail on their end?

     

    Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system

    • rxiang's avatar
      rxiang
      Explorer | Level 4
      8 months ago

       Thanks Jay! Here's the ticket number: #23638400

      • Nancy's avatar
        Nancy
        Icon for Dropbox Staff rankDropbox Staff
        8 months ago

        Thanks for the ticket number, rxiang! I was able to track it down in our system, and I just left an internal note for our team to see and reach back to you.

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