Showing results for 
Show  only  | Search instead for 
Did you mean: 
Update: Find information on Dropbox support during COVID-19 here

Dropbox files & folders

Get in sync with the Dropbox Community. Our users can answer all of your questions on files and folders. Join a discussion or start your own.

Showing results for 
Show  only  | Search instead for 
Did you mean: 

New laptop sync problems on two accounts

Explorer | Level 3

I have bought a new laptop and added the dropbox app and my two accounts (the same setup I had on previous laptops). One is a plus account, the other professional i think

I use selective sync on both (I had smart sync on (which i had never used before) but when I first had the problem the support team suggested that was the issue (it wasn't ) so I switched it off on the web page. The screenshot below shows the situation before smart sync was turned off but nothing has changed now.

Basically, files aren't downloading (even the ones I am selective syncing. Even more worrying is that when I click on a file I get the error message box for "an unspecified error". Dropbox support tried to tell me this was normal operation and I just didn't understand the syncing process but id Dropbox says it is up to date and I can't access my file, that is an error. I can right-click on a file and select smart sync to make the file Local but I can't do that for thousands of files. Also why is that even an option anymore now I've turned smart sync off.  I hope that makes sense, thanks


2 Replies 2

Re: New laptop sync problems on two accounts

Super Collaborator | Level 20

Hi @bobslay,

Probably Your problem is same as here. Unfortunately!


Re: New laptop sync problems on two accounts

Hey @bobslay, thanks for your detailed message & taking the time to attach the screenshot of what this looks like on your end! 
While you may be getting this error message upon trying to access Online-only files that haven’t been synced on your device, I’m wondering if you’re getting the same result for the same spreadsheet if you try to revert it to Local first (i.e. through your right-click settings) & then open it. Please let me know if this does the trick.
From there Bob, would you mind letting me know of your ticket# in your next post if possible? While I ran a search on my end, I haven been able to find any open requests under the account connected to your Community profile.
(Note: Your ticket number should be a 7-digit number, which allows us to look for your ticket on our system. You should be able to see it in the email heading that you receive as soon as you submit your request.)
I’ll be awaiting your next message, in order to check what’s happening together. Thanks in advance Bob! 


Community Moderator @ Dropbox


Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
 Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Do you know how to organize your files and folders?
We have created a guide on folder best practice, so you can get organized now check it out here.

Work Smarter with Dropbox

The way we work is changing. Share and discover new ways to work smarter with Dropbox in our community.

Sound good? Let's get started.
Who's talking

Top contributors to this post

What do Dropbox user levels mean?
Need more support?