Impossible to access my files (documents, downloads and desktop) on Mac because of Dropbox sync

Hi taoctiger, let's jump right into this! 

in order to get your Documents, Desktop and Downloads folder back to their original paths, you'd need to disable Backup first.

You can do this, using these steps. Have you tried that?

Keep me posted!

Hi Megan,

Thanks, but I don't seem to have the ability to disable backups. It provides me no option to do so when I go to Manage Backups.

Here is a screencast of what happens: https://app.screencast.com/iHUGt8SKRyS3S

It just tells me what I'm trying to get done which is to get those folders moved back to their correct spots.

Hi, 

If you contact support directly, they will give you directions to enter into your Terminal (C: prompt Dos) that will help correct the issue.

But keep in mind, your folders will not go back to where they are supposed to be. They will be listed under "My files in Dropbox".

Absolutely disappointed with the efforts of Dropbox with this update. It has completely screwed the system. The only way around it is to not

use dropbox app at all. Otherwise moving the folders back to the original position disconnects and fails the sync mode.

Completely stupid system and Dropbox, should never have allowed a script that would move system files out of their original position.

My words can not explain how annoyed and frustrated i am with this update to Dropbox. I wish i had never updated and just stayed with the old

online sync system. Now everything I have documents in Dropbox sync and some that are not. You have to use the "My files in Dropbox" folder moving forward.

I'm currently in the process of looking at moving to OneDrive and/or Google Drive. So frustrating after using dropbox app successfully for so long. 

We really appreciate your feedback, Tfrancis1 and I will make sure to pass your comments along to our team.

Regarding disabling backup, taoctiger, can you try to do it through your backups page online, to see how that works?

Hannah it doesn't seem to let me do that when I try online. Below is a link to what happens.

Also, if I try to finish doing the upgrade it won't let me because it says it can't sync the Documents folder. It tells me to unlock it but when I check it isn't locked. That is in the screencast as well.

https://app.screencast.com/9O8DW2cISBvnR

Thanks for the info, taoctiger , could you try contacting the support team for them to look into this matter in more detail?

Thanks, Jay. I have done this.

Hi taoctiger, feel free to share your ticket number reference with me, so I can locate it on our system. 

Hi Megan,

Sure, it is Ticket #21895907

Thanks!

Hi taoctiger, thanks for this! 

I was able to locate your ticket number, and an agent will be with you shortly. Thank you for your patience!

Could you please share the solution to this problem, I am having the exact same issue.

Dropbox syncing is NOT enabled. When I try to enable it, it says that Dropbox does not have permission. I cannot access my Desktop, Downloads, and Documents folders.

Hey immo, sorry to hear about this.

Can you please send us a screenshot of the error you're getting? 

If you're running the desktop app, could you send us its status and version as shown in your menu bar as well? 

Hi Walter,

thanks for your response. 

I am running the desktop app on Mac. The sync status says "All files are up to date".

I have attached some screenshots of the error:

1. Home folder --> I cannot access the DDD folders.

2. Dropbox currently has no active "backup tab"

3. Dropbox / preferences / manage backups asks me to set up backups.

4. But then the following error message occurs.

5. Dropbox has full disk access.

Hi immo, I appreciate all the information that you have provided my way. 

When you access your Backup page online, do you see the feature being disabled? 

If so, can you also try out these steps? 

Thanks a lot, following the indicated steps worked. I can now access the DDD folders again.

However, the actual desktop still does not link to the "desktop" folder in my home directory. I still don't have access to the desktop. But I can open user/desktop.

Hi immo, were you able to drag and drop any folders to the desired path?

What do you see on your end, could you send me a couple of screenshots? 

Hello,

here are some screenshots:

1. The home folder: I can go inside each of those folders. The "documents" and "downloads" folders work as expected. 

2. The "desktop" folder seems to be unconnected to my actual "desktop" that I see in the background. I can enter the "desktop" folder in my home directory but when I try to e.g. create a new folder on the actual desktop this is the error message that I get.

Hi immo, could you confirm if you enabled the Dropbox Backup for those two folders, or are they still in their default locations?

Dropbox backup is NOT enabled for those two folders. Only the content of the Dropbox folder is synced.

After restarting my computer, also the Desktop folder works as expected now. Thanks again for your help.

Sounds like everything is back on track now, right immo ? 

Yes, thanks.

You talks about problems and act like you are providing solutions but don't and instead  ask for screenshots. If you truly wanted to help you would have the different types of computers to see what we are dealing with rather than claims that the problems are resolved. In my case it says to disable the back up and it should replace the files - but doesn't. The back up has been disabled. It says reinstall dropbox and I did and still nothing. I have lost my desktop, documents and download files on my Mac. It is unbelievable you can't fix this problem. 

Hey Scott B.35, let's jump right into this! 

Just to make sure we're on the same page, I understand that what you want, is to move your Documents, Desktop and Downloads back to where they originally were, right? If not, feel free to correct me. 

If you access your account online, are you able to see your content there? What about the message to reinstall Dropbox? Where do you see that? 

Keep me posted, and we'll take it from there! 

Correct. As it stands now I do not have access to the desktop, documents or download files. I found them on dropbox labeled My Mac (Scott-Macbook-Pro.local). It says it is unlinked. I cannot find that folder - My Mac - on my laptop.

The back up is off and has been off so there is nothing to disable on that end. When I try to download the documents file it says I tried too many zip files. I used that as current activity file but now can't and can't. On the reinstall I saw that on a community thread but I can;t tell which one now because I have gone through so many threads trying to get this problem resolved.