Impossible to access my files (documents, downloads and desktop) on Mac because of Dropbox sync

[Jeremybenhamou]

Hello, 

In 2020, I worked for a company and I had to download Dropbox on my computer. Since 1 week, I encountered a big issue with my Mac since I can no longer access all my files. For example, when I try to open my file Documents it says ""Documents" cannot be opened because the original item cannot be found.". I called Apple's customer service and after few days of research, it appears that this problem is caused by the Dropbox syncronization.  As I understood it, they told me that my files still exist but it's somewhere on my Mac and that Dropbox bloc the access. The problem is that since I have no news form the company and I don't know if it still exist. Therefore I can't access the account I used when I was working with them. 

Is there someone who had the same problem or is there anyway to contact Dropbox's customer support ? 

Thank you in advance

[taoctiger]

Hi Megan,

Sure, it is Ticket #21895907

Thanks!

[Megan]

Hi @taoctiger, thanks for this! 

I was able to locate your ticket number, and an agent will be with you shortly. Thank you for your patience!

[immo]

Could you please share the solution to this problem, I am having the exact same issue.

Dropbox syncing is NOT enabled. When I try to enable it, it says that Dropbox does not have permission. I cannot access my Desktop, Downloads, and Documents folders.

[Walter]

Hey @immo, sorry to hear about this.

Can you please send us a screenshot of the error you're getting? 

If you're running the desktop app, could you send us its status and version as shown in your menu bar as well? 

[immo]

Hi Walter,

thanks for your response. 

I am running the desktop app on Mac. The sync status says "All files are up to date".

I have attached some screenshots of the error:

1. Home folder --> I cannot access the DDD folders.

2. Dropbox currently has no active "backup tab"

3. Dropbox / preferences / manage backups asks me to set up backups.

4. But then the following error message occurs.

5. Dropbox has full disk access.

 

 

 

 

 

 

 

[Megan]

Hi @immo, I appreciate all the information that you have provided my way. 

When you access your Backup page online, do you see the feature being disabled? 

If so, can you also try out these steps? 

[immo]

Thanks a lot, following the indicated steps worked. I can now access the DDD folders again.

However, the actual desktop still does not link to the "desktop" folder in my home directory. I still don't have access to the desktop. But I can open user/desktop.

[Megan]

Hi @immo, were you able to drag and drop any folders to the desired path?

What do you see on your end, could you send me a couple of screenshots? 

[immo]

Hello,

here are some screenshots:

1. The home folder: I can go inside each of those folders. The "documents" and "downloads" folders work as expected. 

2. The "desktop" folder seems to be unconnected to my actual "desktop" that I see in the background. I can enter the "desktop" folder in my home directory but when I try to e.g. create a new folder on the actual desktop this is the error message that I get.

 

 

[Jay]

Hi @immo, could you confirm if you enabled the Dropbox Backup for those two folders, or are they still in their default locations?