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Forum Discussion
Error message "couldn’t communicate with a helper application" when trying to move a folder
Hi, I'm trying to move a folder that contains folders with photos in it from my dropbox to Files App in iPad. Previously it worked wonderfully and i can move them just fine. But, now after i updat...
I have had an open support ticket with Dropbox since the 12th of December reporting this issue. I have provided them with screen shots and screen recordings demonstrating the exact issue and error message. So far after 4 months no resolution. The latest I’ve received on the 28th of March after constant follow ups is the following;
“I have asked for another update on this case from our Engineering team and they informed me that they were initially struggling to reproduce this issue on their end, however they are continuing to test the feature and hopefully have an update for you shortly.”
I’ve replied again to this ticket to see any changes but so far this doesn’t appear to be a priority considering it’s been over 4 months for just my open ticket, let alone all the previous reports.
“I have asked for another update on this case from our Engineering team and they informed me that they were initially struggling to reproduce this issue on their end, however they are continuing to test the feature and hopefully have an update for you shortly.”
I’ve replied again to this ticket to see any changes but so far this doesn’t appear to be a priority considering it’s been over 4 months for just my open ticket, let alone all the previous reports.
Megan
Dropbox Community Moderator
Dropbox Community ModeratorHi dustyanalogue, can you let me know your ticket number, in order to see all the troubleshooting steps you've followed with the agent, and locate it on my end, please?
Also experiencing the same issue. I have tried downloading the files via the Files app and the Dropbox app prior to copying/pasting but it generally doesn’t work with multiple files or a folder. Single files seem to go ok
- Sure:
Ticket #20092475:
Latest ticket response:
“Sheldon, Apr 27, 2023, 5:04 AM PDT:
Hi Toby,
My name is Sheldon. I am a specialist from the Advanced support team at Dropbox, and I'll be helping you today while Kate is out of the office.
The engineers have followed up and advised that they are aware of the issue and are working on a fix that should come in a future update.
However there is no time frame we can provide for when this will be implemented and pushed to users.
As such we can only advise that you continue to install any updates to the application as they become available.
I'm sorry we could not be of more help in this case.
If you have any questions, please let me know.
Regards,
Sheldon
Dropbox Advanced Support” - Walter
Thanks for the ticket ID dustyanalogue
It's true that the team is aware of this and are actively working on a fix, but we don't have an ETA so share, unfortunately.
We'll let you know more as soon as we have an update.
This issue is still occurring. Any news on a fix? There IS a workaround (below)
Dropbox App 346.4.2
IOS 17.0.1 (iPad)
I have removed Dropbox from Files app & rebooted
Deleted Dropbox app, rebooted and added app again
Using the Files app, I received the “couldn’t communicate with helper application” when either copying a folder with files from Dropbox to Dropbox or to another Location, such as the iPad locally or iCloud etc. The operation does create an empty folder of the same name but fails before copying the files inside that folder.
WORKAROUND: If I create the folder in the target location and then copy the files across, the operation completes without error.
Dropbox has stated this is a known error with the helper application and not related to Apple. Any news on a fix?
Thank you!
BenDBXCommunity Manager
Hi Always Learning,
Thanks for reporting this. This was thought to be fixed with an update in July. I've spoken with our Engineering team, who is currently looking into why this error message has resurfaced. We will provide you with an update when we have more information.
Regards,
Ben
- I’ve submitted ticket # 22943883 with my similar experiences with this error. Hopefully the attention encourages continued investigation into this issue.
I also ask if offline files in Dropbox and Downloaded Now files in Files are slated to become the same thing (right now they aren’t, I can download a file in Files and it’s not marked as offline in Dropbox and vice versa). If native support for local files and synchronization became a thing that would be awesome!!
