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cgi_ltd's avatar
cgi_ltd
Collaborator | Level 10
3 years ago
Solved

Advanved Storage Account / Usage shown is not correct.

So our company has an Advanved account. We went from having 50TB free to suddenly being 50TB OVER our allocated quota, which means our storage went up 100TB over night. When I run the storage report against our current users, it does NOT match the amount of storage our account page shows we are using. We do not share files or directories, sharing at the admin level is OFF. The Advanved Technical team started investigating it and then they suddenly stopped responding. They acknowledged their is a discrepancy among what our actual storage is vs what is showing as used, but that was the end of the conversation. Now whe are stuck, not being able to sync because we are over quota. And DB seems clueless to how this happened. I re-ran the current users total storage today, and the total amount used between all active users is still way below what our account is showing as "Used." How can I expedite this? Our free remaining quota just went *poof*.
dropbox business
Storage space
  • Megan's avatar
    Megan
    3 years ago

    Hi cgi_ltd, I was able to check the convo history of your message, and it seems things have improved about this already, right? 

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  • karen46's avatar
    karen46
    Explorer | Level 3
    3 years ago

    Hi,

     

    Yes I got the chat working this morning but that was a waste of time. She said she would briefly  look into her resources then came back and said we needed to switch to email to provide her with more information. I received an email that included the transcript of the chat and replied to it asking what to do next and what further information they needed. That was 3 hours ago and I have heard nothing. She didn't have a clue what this 2.2TB of sharing is so now I've just been left in limbo with a big chunk of our storage taken up by some phantom sharing file!

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi karen46, I see. 

     

    Can you share your ticket number with me, in order to locate it on our system? 

  • karen46's avatar
    karen46
    Explorer | Level 3
    3 years ago

    Hi,

     

    She has come back to me now and just sent me some links to look into our shared folders. I've already done all of that. I've explained numerous times that we don't have this 2.2Tb data in our files. I then received a second email a minute later to say the issue has been marked as solved!! The ticket number is  #22575678

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    I checked, and I can see that your ticket is still open, so nothing to worry about in regards to this issue karen46.

     

    I've also passed my comments to the agent working with you on this, however I think the email scenario is better, since it allows the agent to have more visibility to your account-specific info. 

     

    Keep us updated, and thanks for your patience!

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