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edp4's avatar
edp4
New member | Level 2
2 months ago

Logged out of the Dropbox app and back in and now I have a 'Dropbox (old)' and a 'Dropbox' folder

Application Affected Synching files Device PC Operating System/Browser (if using the web) Windows 11 Dropbox App Version (if using the app) Windows Desktop Question or Issue Had a fun...
desktop
Folders
Setting up the apps
windows
edp4's avatar
edp4
New member | Level 2
2 months ago

Update.  Re-indexing made zero progress overnight.  Right clicking Dropbox in the system tray no longer works. Dropbox was hung  Tech support had me kill Dropbox (then they claim to have killed it on my PC somehow as well) and reboot my PC .  Dropbox came alive after the reboot, asked me to login, and now back to the exact same screen that wants to rename my existing Dropbox folder to (old).  Which in theory will cause an entire duplication of all of my locally stored files.  Screenshot is the popup I get.  

Finally got tech support to do a screen share.  Seems to be a bug - but he cant get hold of anyone in engineering.

Moral of the story is - any time I log out of Dropbox and back in again it will create an entirely new Dropbox folder on my PC and try to fill it up with all the same files that I keep locally on my PC.

This may be the end of Dropbox for me.

  • czajin's avatar
    czajin
    New member | Level 2
    2 months ago

    I encountered similar problem. I chose "choose another location" then Dropbox App for Windows keep logging me out.

    • Megan's avatar
      Megan
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      2 months ago

      Hi there, czajin!

      Did you manage to resolve this, or is it an ongoing issue? What is your OS, and have you tried any troubleshooting steps on your end? 

      Let me know more, and we'll take it from there!

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 months ago

    Hey edp4, thanks for the updates! 

    I definitely see where you're coming from, and how important it is to get back syncing your work.

    With that being said I was able to locate your active ticket on our system. It seems your case has been escalated to our specialized agents, therefore I believe it's best to wait for their instructions before moving further.

    I deeply appreciate your patience while our team is working to resolve this. Hang tight, and they'll get back to you as soon as possible. Thank you so much! 

    • aloom127's avatar
      aloom127
      Explorer | Level 3
      2 months ago

      This same problem came up for me this week, and I am worried it will result in the loss of some really valuable files. Have you found a solution to this issue?

      • Hannah's avatar
        Hannah
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        2 months ago

        Sorry to hear that, aloom127.

        Are you still having this issue?

        If so, would you mind sharing some more info? For example, what exact steps did you follow to get to where you are?

        Any screenshots better explaining the issue, would also be very welcome. 

        Thanks!

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