Dropbox desktop app not syncing after a Windows update

Hi there, gordon99​ let's see what we can find about this! 

The first thing I'd like for you to check is if the Dell device is syncing those changes to your account online. Do you see the updated version of your files there?

While you're at it, would you mind clarifying which app version you currently have installed there, along with the app's syncing status? 

You can find both by hovering your mouse over the little Dropbox icon in your taskbar next to your WiFi.

I'm suspecting what you mentioned about Dropbox identifying this device as a new one after the update to be the culprit here. However, let's gather the info before we proceed with any steps. If you could also double check how many devices you have active at the moment, that'd be great. 

Keep me posted!

Hello Megan,

Thank you for your interest.  Unfortunately I seem to have made my predicament worse, but firstly, to answer your questions, the Dropbox Icon is missing on Dell.  However, on my second PC (Acer) the Icon is showing though I cannot see an app version mentioned.  It does, however, say there are no sync issues or words to that effect.  Acer does not include the file updates I recently made on Dell as I explained in my initial inquiry. 

What I have done, on prompting from a Dropbox email, is to download a new Dropbox app onto Dell.  In so doing it has removed all of my Dropbox files as they no longer show when I click the Dropbox Icon on my Desktop.  I searched further however and all my updated files appear to be in a folder titled Dropbox Old.  Also, I do have a message that repeats my  security code and says I can now finish signing in.  I have not done this yet and it is not clear to me what I need to do to accomplish this.  I am beginning to think that, when I did the Windows 10 reset my Dropbox files were retained but I  lost connection to Dropbox itself.  Your further advice would be appreciated. 

Hey gordon99, thanks for the update! 

Since you couldn't locate your Dropbox icon on your Dell device, it sounds as if the app wasn't syncing, or wasn't installed at the time you made those changes. 

If that's the case, then you wouldn't be able to find those edits when checking your Acer computer, since they haven't synced to your account online too. 

In regards to the Dropbox Old folder, it looks like upon reinstalling, the app chose to create a new Dropbox folder for your content. If that's the case you can finish signing in using your security code, and then move any updates from your old Dropbox folder to the new one. 

However, I'd like to ask what you see when you click the Dropbox icon on your Dell device. I'm asking this, because you mentioned that no files are shown there. Can you send me a screenshot of what you see? 

Hello Megan,

I think I misled you, sorry.  When I said there were no files I was referring to my own files.  There are  files which contain only Dropbox operating inf.  I have attached a screenshot of what now shows when I click on the desktop Dropbox Icon however.   I will see if I can sign in to dropbox.  Thanks again for your help.

Thanks for the update and the screenshot, gordon99!

Is this what you see if you click on the "Dropbox" option on the sidebar of your file explorer as well?

Also, can you please click on the arrow that shows the hidden icons in your system tray, at the bottom right of your screen by the clock to see if there's a small Dropbox icon there?

If there is one, please hover over it with your mouse and let us know what you see.

Hello Hannah'

Sorry I have not replied sooner.  The situation seems to be more complicated than ever.  There is no visible or hidden Dropbox Icon in my system tray but when I simply google Dropbox and select login it seems to let me straight in.  However, it is only showing what it says are " Recent Files".

One other complication is this.  I have two email accounts, GMX which I regularly use and Gmail which I use very occasionally.  I have a Dropbox password linked to my GMX account.  I do not, to the best of my recollection, have a Dropbox account linked to  Gmail.  However, the other day, when trying maybe to download Dropbox, I was invited to log on with my google account which I clicked. Seemingly it let me in to my Dropbox account though without  my files.  Now when I try to log in to Dropbox with my GMX account it tells me the account is already used, or words to this effect.  What a mess.  I am beginning to think I should cancel my Dropbox account on all three devices  and start afresh. Is it possible to do this and then reinstall Dropbox quoting my present GMX email account and password and hence restore my Dropbox account with my files therein? 

Hey gordon99!

Can you send me a screenshot of the behavior that you mentioned when you try to sign into the app? 

Is it possible that the app is closed on your Dell device? Have you tried reinstalling the app, by any chance? 

You can always sign out of the app on all of your devices, uninstall it and remove any traces of the Dropbox files that you don't need, and then start a new with a new reinstall. 

If you have any questions, let me know and I will be more than happy to help every step of the way. 

Hey gordon99! Hope you don’t mind the nudge. 

In case you’re still having issues with your Dropbox account, please check out Megan’s last post and reply to her questions; we’ll look into this further after that.