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Forum Discussion
bstahl
8 years agoNew member | Level 2
Deleted folders keep reappearing. What can I do?
I had this problem and putting a file in the folder did not resolve it, it immediately re-created the folder after I deleted it from the Finder (Mac 10.13.3). What did work was to choose Pause Syncin...
- 8 years ago
Many thanks to the Dropbox team - especially Walter for helping me resolve this issue. In my case one fo the 9 sharers of a top level folder was adding back a multi layered sub folder, containing no files, each time the administrator attempted to delete it. All sharers told me that they had attempted to delete the reappearing folder........drilling down by the DB team revealed the culprit who hadnt actually made an attempt to delete but merely said he had! Deletion done and all fixed.....woohoo, champagne celebration! but....
How do you fault find without using the DB team in this case? Two options: make use of Event History and Version History. Using event history showed where I had attempted to delete the folder but did not show who added it back. Version history would not have worked as it only applies to actual files and not folders (this folder structure contained no files). I would suggest adding in a file, delete the folder structure, if it all reappears then check the version history of the individual file - it should show you deleting it and then should reveal who is adding it back. Note the use of "should"! What seems clear is that there are numerous ways that this "reappearing ghost" problem can be solved. Perhaps DB could set up a really detailed help page, that can be easily found, that covers all the myriad permutations of this challenging problem.
Once again - big thank you to the DB team for their prompt and detailed assistance. GuyM
LisaMVIP
7 years agoNew member | Level 2
Jane,
Thank you for your quick response. The link included that you would like me to review says Error (4xx) and directs me back to a general help page. Very frustrated we have been hung up on...or "accidently disconected" more than 8 times in the past month and the escalation team has stopped responding twice. Like I mentioned we have hundreds of files that have been deleted and keep being added that need to be cleaned up and thousands more files that need to be added. We are stuck here waiting for anyone to help so we can get this cleaned up before our busy time begins in 2 weeks.
Thank you
Lisa
Jane
Dropbox Staff
7 years agoI appreciate all the extra details on this matter LisaMVIP!
For starters, I've made sure to amend the wrong link on the post above now, so it should be working as expected.
Sorry to hear about the technical issues that may have arised as you were discussing that with live Support Lisa, I could see that you’ve now been actively working to resolve the issue you’ve described me with our higher-level technicians through our Official Support channel, where you’ve made some progress. Kindly note that your best bet at the moment would be gathering all relevant details under this same email chain, as our team specialists have already gained some insight on the issue you’re facing.
While I’ve now made sure to include a copy of your comments & I’ve increased your support priority internally, I remain at your entire disposal should you need more help from me in any way. Thanks for bearing with us as we're working to address this issue!
- LisaMVIP7 years agoNew member | Level 2
Good morning Jane, we are still looking for some help to resolve this issue. Nothing suggested has worked or helped fix the problem yet. Looking forward to hearing from the support team you mentioned.
Thanks,
Lisa
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