Forum Discussion

Alain_P's avatar
Alain_P
Helpful | Level 6
26 days ago

Can't choose my Dropbox folder and cannot see the advanced settings after reinstall

Application Affected Dropbox  / Windows 11 Device ASUS Vivobook Question or Issue The main issue is that Dropbox/Windows made a serious change and did not inform us. I keep ALL my files on my...
desktop
Install
windows
Alain_P's avatar
Alain_P
Helpful | Level 6
21 days ago

I am still at this point stuck with Level 1 support (after four days) and no helpful solution was offered yet. They won't move me to level 2. It's becoming very upsetting. I have an open ticket (#25762911) but it's not going anywhere. 

None of these clearly stated arguments seem to be understood by the watchdogs ! 

The Dropbox desktop app never completes installation, so I cannot access onboarding, Preferences, or Advanced settings.

I cannot reach the “Opt out of Windows update” checkbox, so I’m stuck in the forced Windows-Integrated Dropbox mode.

The installer skips the folder-selection step entirely and goes straight into a broken sync state.

Multiple full clean reinstalls (online/offline installers, both Windows accounts, with and without admin rights) never fix the issue.

This is clearly a system-level integration problem involving Windows Cloud Files API, not a normal user configuration issue.

"I’ve been waiting four days for proper assistance, and this issue is now affecting my work and costing me time and money. My Dropbox installation is currently unusable, and I need this resolved urgently. Please escalate this case to a Tier-2 Technical Specialist immediately."

I don't know what more to say ! 




  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    21 days ago

    Hi again, Alain_P.

    Thanks for taking the time to post updates on your issue.

    I understand issues like this can get frustrating to resolve, but from what I can see, you're already in contact with our specialists.

    The best way to get a resolution for your issue, is to continue communicating with the agent working on it through your ticket.

    They'll be able to provide the next steps and updates on how to proceed.

    Hopefully, it will get resolved really soon, so you can go back to using the Dropbox app as normal.

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