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Ticket Still Unresolved

Ticket Still Unresolved

SC_Gene
Explorer | Level 3

 

I started a ticket 10 days ago.  Pretty quickly, the entry-level help bumped my issue to an Advanced Help group.  Since that time, now more than a week ago, I've received no feedback from Dropbox.  Every day I ask when I will be contacted to resolve the issue, but there is never a response. 

 

Is it normal to have to wait many days or weeks for Dropbox Advance Help to respond to a request?

 

SC_Gene

 

6 Replies 6

Re: Ticket Still Unresolved

Walter
Dropboxer

Hi @SC_Gene; welcome to the Community!

 

I'm sorry to hear about this and as I wanted to help as much as possibe, I've found your existing ticket on our system and passed your comments there.

 

I also prioritized it in our experts' queue so you should be hearing from them too.

 

If you'd like to troubleshoot here on the Community, I'll be glad to help if you could provide me with some information about the issue you've facing so far.

 

Keep me posted! 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Ticket Still Unresolved

SC_Gene
Explorer | Level 3

Hi Walter - Thanks for responding.  Here's a summary of my problem. 

 

On my MacBook Pro (High Sierra), I had Dropbox set up to sync with my Desktop, Documents, and Downloads folders.  It was an experiment out of curiosity, and when I decided to stop the syncing, I located and followed the instructions for removing the Dropbox App.  Somehow while doing this, something went wrong, and now these three folders are damaged. When I click on any of them, the Finder seizes up.  Relaunching the Finder eventually stops the spinning beachball, but as soon as I click on the Desktop, Documents, or Download folder, the Finder seizes up again. This makes the computer unusable.  When looking at these folders in the finder, they show up as aliases (indicated by an arrow symbol in on the icon). 

 

The initial Help from Dropbox was to finish removing the app, which I did, then reinstall the app to let it sync and then uninstall it again.  I downloaded the app but quickly realized the installation would be impossible with the disabled folders.  The next Help suggestion was to use a series of Terminal commands to reinstall the app.  I tried this but to no effect.  They produced only some 'folders not found' or 'don't exist' errors and no installation.  

 

At that point, I was told that my issue was being bumped to a higher level.  That was a week ago and I haven't heard from Dropbox since.  

 

Suggestions welcome.  

 

SCGene

 

 

Re: Ticket Still Unresolved

Jay
Dropboxer

Thanks for the info @SC_Gene, did you disable the computer backup first before uninstalling the app? This would have given the option to move the files back to their old locations.

 

Since it's already being handled by a specialist agent, I'd recommend allowing them to assist you in more detail.

 


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Ticket Still Unresolved

SC_Gene
Explorer | Level 3

I don't think I disabled the backup before doing the uninstall. 

 

I've been contacted by a Dropbox specialist, but progress has been slow. I've managed now to fully delete and reinstall Dropbox, but the problem persists and appears to be unchanged. 

 

gene

 

Re: Ticket Still Unresolved

Jay
Dropboxer

I understand your concern, the support agent will be able to look into the matter in more detail.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Ticket Still Unresolved

SC_Gene
Explorer | Level 3

Thanks for the thoughts, but as of this morning, no response from Dropbox Advanced Help. It's been two weeks now and honestly, no progress past the solution suggested on day one that has been unsuccessful. 

SC_Gene

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