Unable to check boxes in the Selective Sync settings to choose folders to sync

[Pieter de Waal]

Hi there,

Selective Sync has something going on with it.  It won't let us select additional folders in the list available.  It shows all the folders we have, but you cannot select them, the little tickmark in the checkbox won't tick.  

We are MS Windows 10 and 11 users.

We have dropbox business subscriptions for 50 employees. It happens accross the whole firm.

Any advice or other people having the same problem?

[Hannah]

Thanks for bringing this to our attention, @Pieter de Waal.

We haven't received any reports about this.

Have you restarted the computers at all? 

I'd also suggest closing and restarting the Dropbox app itself.

Let me know what happens and we'll go from there.

[Garrett Diagonal]

I am experiencing this too as well as other members of the team across Mac and PC

[Hannah]

Sorry to hear that, @Garrett Diagonal.

Can you let us know what you've tried so far, troubleshooting-wise?

[Pieter de Waal]

Hi Hannah, thank you for the reply.

We have our computers start up every day and we have employees that select and deselect folders daily.  We do that on a daily basis.

[Pieter de Waal]

I have done a clean installation on a brand new pc.  On the initial setup page, it tells me that we have more than 500 000files and I need to select what folders I want to sync.  On the initial setup page I can select all or do a selective sync, but then after the first sync and indexing has completed, I am not able to select any folders anymore.  I've also tried reinstall on an existing pc and I've tried Reset Permissions, Reset OS Folder Location, Reset Hardlinks, nothing works.

[Walter]

Hey @Pieter de Waal - thanks for the additional information and sorry to hear this persists.

Can you please clarify the version of the Dropbox desktop app that's installed on the affected devices, and when this started happening?

Did you try getting in contact with our support team directly by any chance?

[Pieter de Waal]

Version 202.4.5551

Support Ticket#  23951438

[Walter]

Thanks for the ticket number @Pieter de Waal 

I've located it in our system and passed your comments on the expert who's looking into your case.

They'll be getting back to you soon, but please let us know if you have anything else to add in the meantime.