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Re: My backed up desktop folders disappeared from my computer and are only on the Dropbox cloud

My backed up desktop folders disappeared from my computer and are only on the Dropbox cloud

GPet73
Helpful | Level 6

Hi everyone -

 

have had Dropbox for a while, and have had specific files from my Macbook back up to Dropbox (my documents file and my desktop). When I used the laptop last night everything was located on my Macbook and in Dropbox where it should be. This afternoon, came home from work and I have nothing on my desktop anymore (all files, folders, etc) and my entire My Documents folder are gone from the Macbook but are in Dropbox. Anytime I create a new file on the desktop it disappears into the dropbox cloud. There are sync issues identified, and I can't fix them because Dropbox can't find the files in their original location...not sure what to do or how to fix. I want all the files in both places, not just in the cloud on Dropbox. Any help appreciated. Thanks!

22 Replies 22

Hannah
Dropbox Staff

You should still be able to see the Dropbox version, if you hover your mouse over the Dropbox icon, instead of clicking on it, would you mind trying again?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Dropper2244
Helpful | Level 5

I'm having the same exact issue as the others above.

 

I'm using dropbox version 153.4.3932.

and OSX Monterey 12.4

 

Formerly was syncing my desktop, movies, and documents folder to dropbox.  Returned to my computer one afternoon about 6 days ago and those folders had all disappeared locally from my computer.  Only viewable now on dropbox.com.  Dropbox app showing sync errors.

Hannah
Dropbox Staff

Thanks for the nudge here, @Dropper2244 and sorry to see you're having trouble with this.

 

Can you please also check the sync status of the Dropbox app? 

 

You can do that by hovering your mouse over the Dropbox icon in your menu bar.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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GPet73
Helpful | Level 6

Hey @Hannah 

 

the current version is Dropbox 154.3.5344

jpjd
Helpful | Level 6

It looks like dropbox on latest version of Mac OS is now stored in the CLOUD STORAGE folder (which is in the LIBRARY... which is hidden by default on the Mac!) This is so dumb and unintuitive. Also I'm super annoyed I can't store my dropbox on an external anymore. My Mac Studio has a small hard drive and I like to keep files viewable offline which is now impossible based on my internal hard drive space. I HOPE dropbox changes this back to the way it was sooner than later of I'm looking for a new cloud storage solution.

 

If this isn't fixed soon I will be heading over to Google drive. I can store my files offline to any drive I choose.

 

Screen Shot 2022-07-27 at 8.41.09 AM.png

Dropper2244
Helpful | Level 5

Hovering over the dropbox icon in my menu bar, it perpetually says "downloading 2 files".

 

Upon clicking, at the bottom of the dropdown window it says "syncing 2 files".

 

Under the "sync history" tab of the same window, at the top theres a yellow box saying "couldn't sync files - to fix this, view sync issues for your files". 

 

Then clicking into the "sync issues" its shows an error for "Desktop - Couldn't download.  In the file info, unselect the locked checkbox".   I've confirmed none of the folders having issues are locked in the file info.

 

James_H
New member | Level 2

I am experiencing exactly the same problem as Dropper2244 above

 

Megan
Dropbox Staff

Hi everyone, thanks for your patience on this one! 

 

Can you try logging a ticket with our Support for this one? Feel free to share your ticket with me here once you do. 

 

If you have any problems doing so, let me know and I'll be happy to open one, on my end for you. 

 

Thanks a bunch! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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LivT
Explorer | Level 3

Hi Megan,  I have the exact same issue. I emailed support but they gave me tips on how to cancel a Backup instead...which has nothing to do with this issue I believe.
Can anybody help me?
Thanks

Walter
Dropbox Staff

Hey @LivT - sorry to jump in here, but could you share your ticket ID with us so that we can look it up in our system?

 

Also, are you able to navigate to your backups page and manage your backed up folders from there normally? 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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