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I can't access some folders after installing the app

I can't access some folders after installing the app

CrewSandy1
Explorer | Level 3

Hi, I purchased a MacBook Pro, running Ventura 13.5. I installed Dropbox so I could access my existing files.  After the install, I can only accesses a small portion of my files (they seem to be the ones saved to Dropbox, not one of the included sub files). Major file folders (Documents, Photos) are in Dropbox sub files, but not accessed.  Any ideas on how I can get full access?

22 Replies 22

Jay
Dropbox Staff

Hi @CrewSandy1, thanks for bringing this to our attention.

 

Could you clarify exactly what you're seeing in the Dropbox folder?

 

Is it only those two folders that can't be accessed?

 

This will help me to assist further!


Jay
Community Moderator @ Dropbox
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CrewSandy1
Explorer | Level 3

Jay,

 

Thanks for getting involved in solving my problem.   My terminology is probably incorrect, but I think Dropbox can collect saved files directly at Dropbox.  In addition, I can set up sub folders under Dropbox into which I can save files.  In my case, my pincipal subfolders are Documents and Photos.  My current situation is that the main Dropbox location opens properly along with all the files saved at that location, but my sub files of Documents and Photos are absent.  Strangely, a couple of minor subfiles under Dropbox appear and seem to operate properly.  But the ones where I have all my important stuff are missing.  On other of our computers, this porblem does not exist, so it is isolated to this specific machine.

 

Many thanks for the help,

AABlanchard

Jay
Dropbox Staff

I'm still not sure what you're referring to exactly. Do you mean to say that certain folders are in the Dropbox folder, when they shouldn't be there?

 

Do you have Dropbox Backup enabled, which moves the Desktop , Documents and Downloads folders into your Dropbox folder?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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CrewSandy1
Explorer | Level 3

Jay,

 

I just reinstalled Dropbox to see if that would fix the problem; it didn't, and my invisible files are still invisible.  When I click on Dropbox in the Finder, I am shown the dozen or so individual files saved directly to Dropbox, plus two "subfiles" beneath/within Dropbox.  But the Documents and Photos subfiles that I know also exist remain invisible.

 

Does this help?

 

Many thanks,

AABlanchard

Hannah
Dropbox Staff

Hey @CrewSandy1, sorry to jump in here, but could you send us a screenshot of how the Dropbox folder appears on the new computer and another screenshot of the Dropbox folder on one of the other computers, for comparison?


Hannah
Community Moderator @ Dropbox
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CrewSandy1
Explorer | Level 3

Hannah,

 

I'm attaching the two screenshots.  The one labelled "Screenshot 2023-08-23 at 3:01" is from the Mac.  It shows the abreviated list of my Dropbox contents, especially missing the Documents and Photos files.  The one labelled "DropBox Shot (1).png" is from our other computer, and does show the important files missing from the first shot. 

 

Thank you for trying to unwind this for me!

AABlanchard

 

 

Walter
Dropbox Staff

Hey @CrewSandy1 - sorry to jump in here.

 

Unfortunately, your screenshots didn't make it to us - could you try again using the camera icon from your reply's box? 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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CrewSandy1
Explorer | Level 3

I realized my error while I was watching the "debate" tonight.  Glad you also caught it.  Here are the screen shots:

DropBox Shot.png

DropBox Shot (1).png

 Best regards and thanks,

AABlanchard

Hannah
Dropbox Staff

Hey @CrewSandy1, thanks for this!

 

It seems, however, that we can see the same screenshot from a Windows computer twice, would you mind sending one from the Mac computer?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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