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duanstokes's avatar
duanstokes
Explorer | Level 3
9 years ago
Solved

Os X 10.13 High Sierra & Smart Sync

There's a lot of posts about possible issues with OS X High Sierra and Smart Sync. 

We use dropbox a lot and have only recently enabled Smart Sync for all users in the team. Can someone from Dropbox confirm what the status of Smart Sync with 10.13 is, we can't upgrade our system software unless Dropbox will work... 

 

Cheers

 

Duan

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  • Brian B.39's avatar
    Brian B.39
    9 years ago

    Apple recommended something I should have thought of... Safe mode.

     

    I first disabled Gatekeeper using the following command in terminal (unclear if this would be required):

    sudo spctl --master-disable

    I then rebooted the Mac into safe mode and opened the Security panel in System Preferences and clicked the Allow button.

    The Blocked message cleared from the Security Panel and Smart Sync was active and operating normally when I rebooted.

     

    Issue seems resolved.

  • Ross_S's avatar
    Ross_S
    8 years ago
    Hi monaronyc and others,

    The issue reported with the preferences not loading the right screen / not being able to enable Smart Sync is an issue we're actively investigating right now.

    I hope to be in touch with an update shortly.

    Many thanks for highlighting.

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  • Sanchez's avatar
    Sanchez
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    8 years ago
    Hi again, IIT, 

    Your ticket is being handled by one of our specialists, who, from what I see, is waiting on a reply from you. I understand your frustration with this, but as a case makes it through our system, there is a process that we must adhere to while we investigate. I would suggest that you reply to your open ticket, in order to keep this process moving forward and upward. 

    Thanks
  • Unmerrymelodies's avatar
    Unmerrymelodies
    New member | Level 2
    8 years ago

    The problem seems to have been finally resolved in our offices with Beta build 46.3.60 and in the most current stable release. We have been holding off on updating all of our users to High Sierra because of this issue so we are happy to finally see some progress. Has this update worked for everyone else having the issue or did we just get lucky with the 3 machines we've tested on thus far?

  • monaronyc's avatar
    monaronyc
    Helpful | Level 5
    8 years ago

    HOLD OFF! We're on 46.4.65 and it's still a problem. We had one the other day where no matter what we did, or how we configured it, we could not get Smart Sync to work. In the end we had to use Selective Sync and told our users to just bring files down one by one as they need them.

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Hey monaronyc, thanks for posting on the Dropbox Forum on this syncing-related issue, I’d like to further investigate with you more closely!
     
    So as to send over the most relevant next steps, please let me email you directly through our Official Support Channel & check your account details on my tools. If you agree to continue this discussion via email, I’ll make sure to get in touch with you on my end as soon as possible. 
     
    Thanks again for posting on the Community & I'm looking forward to your next message here! 
  • monaronyc's avatar
    monaronyc
    Helpful | Level 5
    8 years ago
    Sure thing! Sounds great! Let me know what you need.
  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Thanks for your confirmation monaronyc, I’ve made sure to create a support request on our system on your behalf. At your convenience, could you check your inbox for our latest message and let me know here if you have any issues locating the reply, so that we make sure to send that again? 
     
    Thanks again for your posting on the Dropbox Forum on this question & we’re looking forward to hearing back from you via email, so as to check your syncing-related inquiry together. Happy Friday! 
  • monaronyc's avatar
    monaronyc
    Helpful | Level 5
    8 years ago

    Folks, quick FYI here... We just noticed Apple released 10.13.4. So in an effort to stay up-to-date around here, we installed it. As soon as we logged back in we recieved the following pop up:

     

    This appears to be the normal behavior in allowing these blocked system extensions in High Sierra that we haven't been seeing or getting with the Dropbox installer. Now i know this was after the fact, so come monday i'm going to reimage a computer fully with 10.13.4 and then try and install Dropbox. I'll let you know if successful. STAND BY...

     

     

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Thanks for keeping me in the loop here monaronyc, I appreciate your swift update & I’ve made sure to pass your comments & additional details on to my colleague handling the case. 
     
    Please let them know of any additional troubleshooting steps you’ve done on this discussion, as they’ll have direct access to your account through our tools, so as to send over the most relevant next steps. 
     
    Once again, I hope this gets resolved soon for you & you have a lovely week ahead! 
     
    [Note: For tracking purposes - active issue with remote management software identified & resolved under: Inability to Activate Smart Sync (remote management software & third party pointing device drivers).]

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