I can't access files on my laptop, but I can on the site, why?

[SKang]

Hi,

I've had Dropbox at my laptop for a few years but as of a few days ago, I can't seem to access file at my laptop while I can still access files online.

I've tried to uninstall Dropbox to try it fresh but it wouldn't let me uninstall either.

I'd greatly appreciate it if you can help. Thank you.

S

[Jay]

Hi @SKang, thanks for messaging the Community!

In order to help out more, could you let me know exactly what happens when you try to open a file in your Dropbox folder?

Do the files have any sync icons on them?

This will help me to assist further!

[SKang]

Jay,

Thank you for your message. The dropbox icon has disappeared and I don't see it any longer. (I used to be able to see it before) I can access some files (probably files that were previously downloaded/synced) but not new files. Also if I save files on laptop, those files would not shown up on line. It'd be great if you can advise. Thank you.

[Jay]

Could you try running or installing the Dropbox desktop application to see if this helps?

[SKang]

Jay,

Thank you. I tried but a pop up window from Dropbox Installer" comes up saying " Unable to extract the application files. See the link below for instructions to perform an advanced reinstall." Then the link is to this website below.

What to do if the Dropbox desktop app won't install - Dropbox Help

[Jay]

Is this a personal machine or a company-managed device? What is the exact version of Windows that you're running?

[SKang]

Jay,

I am trying to open "about" but it only shows that it's searching (showing moving dots) but it would not show any result. As far as I know, I think it's windows X. 

[Jay]

Could you try performing an advanced reinstallation of the Dropbox desktop application to see if this helps?

[SKang]

Jay,

My issue is that it also does not let me uninstall.. When I click Dropbox from start menu, it does not even start.. Can you help to resolve this issue by remotely connecting and sharing the screen? I've spent hours on this but can't seem to find a solution.

[Jay]

If you're on a paid plan with phone support, then you can contact the support team directly, and they'll be able to assist you that way.