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Forum Discussion
Lorraine66
2 years agoHelpful | Level 6
I can't access my backup files, after Dropbox asked for a backup update
Since clicking on the file backup link that Dropbox sent me today, Dropbox is not featuring any of the files that I have on my PC. I use my Dropbox account on my PC, my iphone and my ipad. This one a...
cbshaffer
2 years agoHelpful | Level 6
correction: I cannot access my files on other devices.
Jay
Dropbox Community Moderator
2 years agoHi cbshaffer, you can disable the Dropbox Backup by following these steps. This way the files will return to their normal locations, and then you can continue to use Dropbox using the normal method, by moving files into the Dropbox folder as needed.
- cbshaffer2 years agoHelpful | Level 6
Thank you, Jay. When I move the files to the Dropbox folder, I can access them from other devices. phew! However, they are not on my laptop any more. Yes, they are available offline line on Dropbox, but something has changed. I used to be able to have them on my laptop AND they would be synced on Dropbox. I would like to be able to keep my files on my own laptop and have Dropbox sync for back up (with access to all devices). Is this possible? If not, why not? What are the other options? Thanks again for your help! 🙂
- Jay2 years ago
Dropbox Community Moderator
Any files in the Dropbox folder should be synced to the site. Are you referring to files in another non-Dropbox folder?
- cbshaffer2 years agoHelpful | Level 6
It's confusing. I see two Dropbox files in my File Explorer. One has a green circle with a check mark on the blue DB icon (in the folder that is the name of my computer) and the other DB folder is at the top and doesn't have a green circle (it's in the Desktop folder). They both have the same few files in them. Which one do I put the files in that I what to sync.
I also see my Documents folders in the same two folders (Desktop and the name of my laptop). So which Documents folder do I move to which Dropbox folder? - cbshaffer2 years agoHelpful | Level 6
Thanks for your time, Walter.
- cbshaffer2 years agoHelpful | Level 6
Walter Here is the screenshot you requested. Please help me (and others) resolve these issues of not being able to store our files on our laptop AND sync to Dropbox AND access from other devices as we previously were able to do. Dropbox has a full-year's fee for services that were changed.
- Hannah2 years ago
Dropbox Community Moderator
Thanks for the screenshot, cbshaffer.
If you hover your mouse over the Dropbox icon in your system tray, what do you see?
Also, if you click that Dropbox icon and then click the folder icon next to your initials/profile pic, which Dropbox folder is it taking you to?
- Jay2 years ago
Dropbox Community Moderator
Hi cbshaffer, these seem to be the exact same folder, just displayed differently in Windows itself.
One is showing the 'main' system folders on your computer (in the top section) and the second half is showing folders under your user account on your computer. You can confirm this by checking out other folders there, like both Desktop or Music folders to see that the data is the same.
Both folders have sync icons, so both are syncing to the site. Adding a file to either folder would result in it syncing normally.
- cbshaffer2 years agoHelpful | Level 6
Jay Walter Hannah
Thank you all for your time in responding, but I'm still at the same point as I began. Dropbox Backup has changed your services in an undesirable way. I want to be able to sync my LOCALLY STORED files with Dropbox AND access them from my other devices. This is what Dropbox previously provided. Is it really good business practice to take away services from your customers, especially when a year's subscription has already been paid? Please respond directly to this issue. If my former services are no longer available, what are my options for possibly canceling my subscription for a prorated refund. - Lorraine662 years agoHelpful | Level 6
I am still in exactly the same position. I originally posted on this two weeks ago. Since then, dropbox has received many other questions and complaints from people experiencing the exact same after pressing the upgrade button to the new back up service. Dropbox is answering all of these queries but does not seem to realise that they are all complaints and questions about exactly the same issue – this ‘upgraded’ version of Dropbox doesn’t give us the functionality we had previously. If I had known that clicking on the upgrade link would have got rid of the syncing functionality I had previously, I would never have upgraded. Dropbox is very much diminished value for me now. Dropbox says we can still get access to files if we drag them into the dropbox folder from our main device. But that is useless to me because I want the entirety of all my files and folders being synced all the time because I never know what I might need to get access to and I don’t have time to laboriously drag different folders into dropbox. It used to just mirror across all my devices and that is the functionality that I found so valuable and would like to get back. Dropbox, please would you reverse the upgrade because it has caused a huge amount of problems for many people – surely you can see this now? If this doesn’t happen, I will need to look elsewhere for an alternative to dropbox.
- cbshaffer2 years agoHelpful | Level 6
@Jay @Walter @Hannah
I am reposting this since no one has addressed my questions for two weeks. (And Dropbox doesn't allow my subscription to have customer service phone calls!)
...
Thank you all for your time in responding, but I'm still at the same point as I began. Dropbox Backup has changed your services in an undesirable way. I want to be able to sync my LOCALLY STORED files with Dropbox AND access them from my other devices. This is what Dropbox previously provided. Is it really good business practice to take away services from your customers, especially when a year's subscription has already been paid? Please respond directly to this issue. If my former services are no longer available, what are my options for possibly canceling my subscription for a prorated refund. - _voy_2 years agoHelpful | Level 5
Should we all open a case at Dropbox to answer those requests? As @cbshaffer wrote, you changed the game during the play. This is not acceptable. Should we vote with our shoes - meaning we should leave and ask for chargeback in the bank? We have evidence we that you are not fair.
- BenDBX2 years ago
Community Manager
Hi Everybody,
Thanks for your feedback on the recent changes to Backup. Since cancellations and refunds are account-specific, please contact Dropbox Support for further assistance and questions about your account.
Regards,
Ben
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