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My laptop doesn't show up in my connected devices list, even though it's syncing files

My laptop doesn't show up in my connected devices list, even though it's syncing files

annml
Explorer | Level 4

Having trouble with dropbox not seeing a device. As in, if you go to settings and then click Security - you scroll down and it shows your device list and the devices that have been removed from list. Details:

 

-- I can have 3 active devices, presently shows only 2 listed

-- Have ended all dropbox tasks multiple times, have restarted laptop

-- Have quit dropbox in taskbar tray

-- Have reinstalled dropbox multiple times

-- I know dropbox is working with this particular laptop bc I've created "test" documents and saved them on laptop local dropbox file explorer - which then sync up to online files immediately

 

Because dropbox isn't seeing this laptop, I can't use backups. When I try to created a backup, it shows my old PC as the only option for the backup -- I can't choose my laptop bc it doesn't see it.

 

Any ideas?

37 Replies 37

yasminaz
Explorer | Level 3

You see my issue is - I do not have a 'dropbox folder' for this device anymore. Even though it is still a 'linked device'. I only noticed this yesterday. I have no clue as to why this is. The device in question is an M1 chip iMac, OS 12.6.2.

yasminaz
Explorer | Level 3

The issue is – the device in question does not have a dropbox folder anymore, even though it is listed as a linked device. It is really odd, because from the faulty device I can open dropbox desktop and access my work computer and laptop files. But when I am at work, my home computer does not show up in my dropbox! 

If it helps, the device is an M1 chip iMac, with OS 12.6.2. 

Jay
Dropbox Staff

Hi @yasminaz, please could you contact the support team for them to investigate this in more detail.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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rxiang
Explorer | Level 4

Hi @Jay – my ticket number was marked as resolved because I haven't gotten around to responding. I have now though, but not sure if the ticket will re-open. Do you mind taking a look? Thank you!

rxiang
Explorer | Level 4

Hi @Nancy  – my ticket number was marked as resolved because I haven't gotten around to responding. I have now though, but not sure if the ticket will re-open. Do you mind taking a look? Thank you!

Hannah
Dropbox Staff

Hey @rxiang, do you mind sending another reply to that ticket and let me know if you can do so without issues?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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rxiang
Explorer | Level 4

Hi @Hannah – I bumped the email ticket but no one responded. When I go to the ticket 

#23638400 I see it was marked as solved – how can I get help?

Megan
Dropbox Staff

Hey @rxiang, I checked and it seems the ticket was indeed marked as "solved" after some days of inactivity.

 

However, I also checked and it seems you managed to create a new one, right?

 

I appreciate your patience, hold tight and an agent will take over your request shortly. 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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