9 replies to this topic

[Nathan Parker]

I'm having a painful issue with Dropbox I don't know what to do.

 

First of all, I was having issues with Dropbox syncing with my various Accordance User Tools, so I backed up the User Tools folder.

 

2. I then deleted all my User Tools across all my apps.

 

3. I then went to Dropbox.com and deleted all the User Tools out of Dropbox.

 

4. I then re-uploaded all of my User Tools (275) to Dropbox. 

 

5. Fired up Accordance on my MacBook Pro. It pulled all 275 User Tools down and re-downloaded them back into Accordance how they are supposed to be.

 

6. Did the same on my iMac. It also pulled all 275 User Tools back into iMac. So far so good.

 

7. Fired up Accordance for iPhone. Here's where the problem happened.

 

Instead of pulling down all 275 User Tools, it only pulled down about 59 of them, and it DELETED all the remaining User Tools of of Dropbox!

 

I still have my backup of my User Tools folder.

 

How can I?

 

1. Restore all the remaining User Tools to Dropbox?

 

2. Ensure when both of my Macs re-sync with Dropbox, it syncs "cleanly" with them?

 

3. Ensure when my iPhone syncs with Dropbox, it pulls down the remaining User Tools instead of deleting any more?

 

I've been dealing with this issue all day, and it's really wearing me out

 

Thanks a bunch!

[Ken Simpson]

Nathan,

by far the best thing is to call our friendly guys in support, either on the phone or by live chat on Monday and they will sort it out for you.

[Mike Garrity]

Hi Nathan,

 

Sorry for your troubles. Your User Tools can be restored in Dropbox or reinstalled from one of your Macs. However, before you restore the user tools I have some questions:

• I wonder if you are running out of space on your iPhone?
• What is the size of your collection of 275 User Tools?
• The User Tools were not deleted from your desktop's "Accordance Files" folder (dropbox just uninstalled them). If you have plenty of room on your iPhone then I would gradually reinstall the User Tools on your Mac and dropbox sync after each reinstall. (e.g. On your Mac, click on Library > Add New Modules and select 25 User Tools, dropbox sync, then on your iPhone do a dropbox sync). Are you able to sync over a couple of groups of User Tools?

 

Mike

[Nathan Parker]

Hi Mike,

 

I think I have enough space on my iPhone. Cutting it a little close since I have some video webinars I need to remove off of there, but I still have about 4.5GB left. 

 

User Tools folder is 267.5MB with all modules in it.

 

All the User Tools are still in Accordance Files on desktop, but I haven't launched Accordance yet and initiated a Dropbox sync. When I do, unless they re-push to the Dropbox cloud, they'll be gone.

 

If I call into Support, are you able to do a remote session of my Mac screen? I can show you what's all going on. 

 

Thanks!

[Mike Garrity]

Hi Nathan,

 

Accordance on the desktop will not delete your local User Tools when you perform a Dropbox sync, it only uninstalls them.

 

Since it appears that you have plenty of room on your iPhone, I recommend a call into support to help us determine the problem.

 

Mike

[Nathan Parker]

Sounds good. Do I just call the number I usually call for sales and ask for Support? Or should I try contacting Support on Skype so if they need to do a screen sharing session, they can?

 

I'm heading out today, but I'll be here one day all day and can call in then.

 

Thanks!

[Joel Brown]

Our Support page is always the best place to start, and lists our tech support number: (407) 339-0266.  I'd just start with a phone call, and if they need to screenshare they can help get that connected as best as possible.

[Nathan Parker]

Sounds good. May try to do this tomorrow if I get to. Thanks!

[Nathan Parker]

I called in support and talked with Lawrence. He sent me a link about creating an ad-hoc network between my MacBook Pro and iPad:

 

http://support.apple.com/kb/PH10666

 

How do I join the iPad to my MacBook Pro (and also not lose my Internet connection)? I've never done this before.

 

I also have a Skype contact request in if anyone wants to add me and chat with me over Skype.

 

Thanks!

[Nathan Parker]

I "think" this is resolved (for now). I called back into Support, and we had to disable Dropbox syncing, do a local sync of the User Tools to both the iPhone and iPad, then re-enable Dropbox syncing. At first, I still had some issues, but eventually, all 275 files got pushed back up to Dropbox and across all devices. It was strange, but it finally kicked in!

 

Thanks again everyone for your help!