Forum Discussion

aquaport's avatar
aquaport
Helpful | Level 5
3 years ago
Solved

My Account Is Still Full - No Files, Back Ups, Attached Devices, Cache, Shares?

Hi - I have a 22.25 GB basic account with no Data in it.  As I attempt to solve this issue, it states “Using 22 GB of 22.25 GB” & I keep getting notifications saying the account is full, and it isn't syncing. Steps taken … moved all of my Dropbox files to a local drive, deleted the cache, removed ALL linked devices, confirmed there are no backups, permanently deleted all deleted files, & lastly confirmed there are no shared folders. Logged out of the APP, logged out of the browser, & rebooted the PC. Nothing makes a difference? 

 

Can you request that IT recreate or re-index the existing Account profile? You have my permission! THANK YOU!!!!!!

 

Below are the screenshots that may validate the issue:

 

 

 

 

  • Just wanted to provide an update. With the HELP of these 2 individuals ... TY!!!! We were able to get to the bottom of it. As it turns out, I had a backup to an external drive,  unbeknownst to me, that was the issue.

     

    However, bear in mind that information does not show up in DropBox on your Desktop or within Dropbox on the Web?

    The only way to find this is by going to the following URL:

     

    https://www.dropbox.com/backups/external drive

     

    NOTE: There is no "_" between "external drive"

     

    I hope this alleviates some headaches for some!!

     

    THANKS AGAIN NANCY & BOBBY!!!!!!!!

     

     

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff

    Hey aquaport, sorry to hear about this and thanks for the screenshots!

     

    Would it be OK if we reach out via email to have a further look internally?

     

    Let me know and I'll use the email address associated with your profile here, on our Community.

     

    Thanks!

      • Nancy's avatar
        Nancy
        Icon for Dropbox Staff rankDropbox Staff

        Hey Deryk, I hope you don’t mind me jumping in. 

         

        I’ve just opened a ticket for you, so you can get back to me when you’ve got some free time. 

         

        Cheers!

  • aquaport's avatar
    aquaport
    Helpful | Level 5

    Just wanted to provide an update. With the HELP of these 2 individuals ... TY!!!! We were able to get to the bottom of it. As it turns out, I had a backup to an external drive,  unbeknownst to me, that was the issue.

     

    However, bear in mind that information does not show up in DropBox on your Desktop or within Dropbox on the Web?

    The only way to find this is by going to the following URL:

     

    https://www.dropbox.com/backups/external drive

     

    NOTE: There is no "_" between "external drive"

     

    I hope this alleviates some headaches for some!!

     

    THANKS AGAIN NANCY & BOBBY!!!!!!!!

     

     

    • Nancy's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff

      Hey Deryk! Thanks for the update and I’m really glad to hear you were able to get to the bottom of this. 

       

      If you need something else, don’t hesitate to give me a shout.

       

      Enjoy your weekend!

About Storage Space

Looking for help with managing the storage space in your Dropbox account? Talk to the Dropbox Community and get advice from members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!