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 at all times EXCEPT one "Online" folder. I was managing this fine with per folder sync behavior. The update changed that WITHOUT asking me. So I saw new icons in Windows and realized that a lot of files were missing (only in the could). A random mix. Chaos. 

I set the preferences back to Offline. Then proceded to the folders but hell broke loose. All folder went into a sync mode and thousands of files were being processed. Tried a reinstall in the hope to re-index. Tried many Clean re-install w fresh installer including 237.4.5655 Offline. Cleared AppData, etc. But I never can choose my existing 300Gig C:\Dropbox folder. I never get to the advanced option. I really need help ! 

desktop
Install
windows

12 Replies

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  • Alain_P's avatar
    Alain_P
    Helpful | Level 6
    21 days ago

    Hi Hannah, 

    Thank you for your kind words but the communication with support is beyond frustrating. 

    My main issue is that since the latest unwanted and unasked for update (Cloud Files API) that deleted thousands of files on my drive and left syncing in an unstable state: multiple Advance Reinstalls tries have never given me access to Advanced Settings. That is why I am here at the very first place. 

    After six days of snail email exchanges with entry level support agents, here's the answer I get this morning: "Since the set up fails to reach "Advanced settings", I suggest performing an advanced reinstall of the Dropbox application." 

    This is an insult to my intelligence ! 

    Where do I need to go from here ? Is there a way to pay for real support ? 
    Or should I download my files. Cancel the service. And leave Dropbox with a disgusting taste in my mouth ? 

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    20 days ago

    I’m sorry to hear your experience so far, Alain. I’ve forwarded your feedback to our team and I’ve also left an internal note with your comments in your support ticket. 

    Our advanced team is currently handling your case and I can see that they’ve sent you a new email couple of hours ago. Can you please check it and provide them with the info they requested?

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