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

Hi rxiang, thanks for bringing this to our attention.

Could you try contacting the support team again for them to investigate this matter in more detail on their end?

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system

 Thanks Jay! Here's the ticket number: #23638400

Thanks for the ticket number, rxiang! I was able to track it down in our system, and I just left an internal note for our team to see and reach back to you.

Hey yasminaz, I hope you're doing well!

When you say it doesn't show up on your other devices, are you referring to the Backup feature? Would you mind clarifying? 

If you try to add a file using the desktop app, and specifically adding the file to your Dropbox folder for that specific device: are you able to locate the changes and additions when you visit your account online? 

If you check your account's security page here, do you see the device? 

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

Hi Megan, 

When I go to my "Security" page, I can see 3 linked devices: 1) work computer, 2) home computer, 3) laptop. However, when I go to my dropbox folder, only two devices are saved there: 1) work computer and 2) laptop. This means that I cannot access my files on my home computer when I am at work. 

Thanks for your prompt reply,
Yasmin

This is a major problem - if this happened to my work computer, if it mysteriously disappeared from dropbox, I would be in big big trouble! Many of my files are online only, so I am deeply concerned to see an entire device disappear from dropbox. 

You see my issue is - I do not have a 'dropbox folder' for this device anymore. Even though it is still a 'linked device'. I only noticed this yesterday. I have no clue as to why this is. The device in question is an M1 chip iMac, OS 12.6.2.

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. 

Hi yasminaz, please could you contact the support team for them to investigate this in more detail.

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!

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!

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

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?

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.