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annml's avatar
annml
Helpful | Level 6
2 years ago
Solved

My laptop doesn't show up in my connected devices list, even though it's syncing files

Having trouble with dropbox not seeing a device. As in, if you go to settings and then click Security - you scroll down and it shows your device list and the devices that have been removed from list. Details:

 

-- I can have 3 active devices, presently shows only 2 listed

-- Have ended all dropbox tasks multiple times, have restarted laptop

-- Have quit dropbox in taskbar tray

-- Have reinstalled dropbox multiple times

-- I know dropbox is working with this particular laptop bc I've created "test" documents and saved them on laptop local dropbox file explorer - which then sync up to online files immediately

 

Because dropbox isn't seeing this laptop, I can't use backups. When I try to created a backup, it shows my old PC as the only option for the backup -- I can't choose my laptop bc it doesn't see it.

 

Any ideas?

Account Settings
desktop
Dropbox Backup
  • annml's avatar
    annml
    2 years ago

    Hi Nancy - yes, I had to relaunch the dropbox to get it back to the system tray - and yes it's there now.

     

    I might have fixed it using the link with the overlay info - but I don't want to speak too soon. I'm letting things sync (I think!) so I'll come back after double checking some things.

     

    Thanks Nancy!

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  • yasminaz's avatar
    yasminaz
    Explorer | Level 3
    2 years ago

    The issue is – the device in question does not have a dropbox folder anymore, even though it is listed as a linked device. It is really odd, because from the faulty device I can open dropbox desktop and access my work computer and laptop files. But when I am at work, my home computer does not show up in my dropbox! 

    If it helps, the device is an M1 chip iMac, with OS 12.6.2. 

  • rxiang's avatar
    rxiang
    Explorer | Level 4
    2 years ago

    Hi Jay – my ticket number was marked as resolved because I haven't gotten around to responding. I have now though, but not sure if the ticket will re-open. Do you mind taking a look? Thank you!

  • rxiang's avatar
    rxiang
    Explorer | Level 4
    2 years ago

    Hi Nancy  – my ticket number was marked as resolved because I haven't gotten around to responding. I have now though, but not sure if the ticket will re-open. Do you mind taking a look? Thank you!

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

    Hey rxiang, do you mind sending another reply to that ticket and let me know if you can do so without issues?

  • rxiang's avatar
    rxiang
    Explorer | Level 4
    2 years ago

    Hi Hannah – I bumped the email ticket but no one responded. When I go to the ticket 

    #23638400 I see it was marked as solved – how can I get help?

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

    Hey rxiang, I checked and it seems the ticket was indeed marked as "solved" after some days of inactivity.

     

    However, I also checked and it seems you managed to create a new one, right?

     

    I appreciate your patience, hold tight and an agent will take over your request shortly. 

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