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Admin30's avatar
Admin30
Explorer | Level 4
2 years ago

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.

9 Replies

  • Hi 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!

    • Admin30's avatar
      Admin30
      Explorer | Level 4

      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's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff

        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? 

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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.

","body@stringLength":"3117","rawBody":"

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.

","kudosSumWeight":1,"postTime":"2023-11-15T01:31:38.436-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wx","node":{"__typename":"Tag","id":"tag:desktop","text":"desktop","time":"2020-01-27T05:59:16.968-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wy","node":{"__typename":"Tag","id":"tag:dropbox business","text":"dropbox business","time":"2022-10-25T07:42:00.782-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wz","node":{"__typename":"Tag","id":"tag:sync","text":"sync","time":"2021-10-06T07:45:18.620-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:729726_5"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":1592},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"searchSnippet":"Hi all, I have Dropbox synchronization issue with several laptops at my company. 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Hi Admin30, sorry to hear about that, let's see what we can do to help! 

\n

 

\n

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. 

\n

 

\n

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? 

\n

 

\n

What is the OS, and Dropbox version running on these devices? 

\n

 

\n

Let me know more, and we'll take it from tere!

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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

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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? 

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