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Can't enable or use SmartSync options

Can't enable or use SmartSync options

jennrollins
New member | Level 2

Hi all, I'm having trouble accessing the SmartSync features on my Dropbox Plus account. It was working (albeit sporadically) up until recently and now I can't access any of the SmartSync features. I'm on a macbook pro laptop provided by my work, running Big Sur 11.3.1. I've restarted several times, uninstalled and reinstalled dropbox, double checked I have admin privileges. I don't see any Dropbox options when I right-click a file in finder window, and when I go to Sync in my Preferences menu, there is no opt-in option for SmartSync. IT folks at work did recently install some new VPN software, so that might have affected it, but I wanted to start here first to troubleshoot. Let me know if you have any insight or other settings to check. Thanks!

5 Replies 5

Re: Can't enable or use SmartSync options

Walter
Dropboxer
Hi @jennrollins, welcome to our Community and thanks for using Dropbox!

Could you please send me two screenshots so that I can have a better look into this for you?

One will be your Account tab as shown in your desktop app's preferences and the other one from the Sync tab

This will help us assist further!

Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Can't enable or use SmartSync options

jennrollins
New member | Level 2

Thanks for the reply Walter, here are those two screenshots! I blacked out some personal info but if you need more details let me know.

 

  Screen Shot 2021-09-30 at 2.46.10 PM.pngScreen Shot 2021-09-30 at 2.46.19 PM.png

Re: Can't enable or use SmartSync options

Walter
Dropboxer
I see, thanks for the screenshots @jennrollins

Could you also send me a screenshot of the options you get when you right/control click on the files you have in your Dropbox folder?

Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Can't enable or use SmartSync options

jennrollins
New member | Level 2

sure, see below!

Screen Shot 2021-09-30 at 3.16.38 PM.png

Re: Can't enable or use SmartSync options

Walter
Dropboxer
Hm, this seems rather strange @jennrollins

May I reach out via email to have a further look internally?

Walter
Community Moderator @ Dropbox
dropbox.com/support


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    Walter Dropboxer
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    jennrollins New member | Level 2
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