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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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  • Ross_S's avatar
    Ross_S
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago

    Sorry it's taken me so long to get back.

     

    We should now have resolved the issue where, when some opt into Smart Sync, you proceed to grant Accessability but can't proceed. Is anyone still hitting this on macOS 10.13+ ?

     

    Many thanks!

  • monaronyc's avatar
    monaronyc
    Helpful | Level 5
    8 years ago
    Thanks for the update! And sorry for the delay! I'm going to try a few today. Will let you know. Stand by...
  • MattCrampISF's avatar
    MattCrampISF
    Explorer | Level 3
    8 years ago

    I've just tried it, and seeing the same issue. I've also tried the accepted solution, booting into safe mode, suspending Gatekeeper, and then installing it, which works, until the machine restarts and the Dropbox extension is blocked again.

     

    I've also tried it on a home computer running High Sierra. Unlike on the work machine, MacOS will pop up a warning saying that it's blocked an extension, and then when it's dismissed Dropbox then prompts to open the security preferences. On the work machine, I don't get the first popup from MacOS.

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Thanks for posting on the Dropbox Community on this issue MattCrampISF, I’ll do my best to check back what’s happening with you & work towards a fix! 
     
    From what I gather, at the moment you’ve tried several troubleshooting steps on your own, so, in order to speed things up a bit, I’d suggest investigating the cause of the behavior through our Official Support Channel. 
     
    If it’s not too much trouble for you, could you verify that you’re granting me your permission to get in touch with you on the email address connected to your Dropbox account, so as to further advise on further steps? Once you do, I’ll email you directly. 
     
    Thanks again & I’ll be awaiting your next reply!
  • MattCrampISF's avatar
    MattCrampISF
    Explorer | Level 3
    8 years ago

    It's fine to contact me on my work email. We've been able to work around our Dropbox issues because High Sierra has not been good for us in general, but we're starting to get Macs with High Sierra on them by default so it's become a priority to find a fix.

  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    8 years ago
    Thanks for the confirmation, we’ve sent you a brief message to that address.

    Please let us know if you haven’t received it in your inbox. Thanks!
  • IIT's avatar
    IIT
    Helpful | Level 6
    8 years ago

    Has anyone managed to get a working solution to this? We have the same issue on Multiple Mac's with High Sierra.  Dropbox seem to have no clue on the issue and even with support tickets logged the response we are recieving is at SNAILS pace.

     

    Terrible support thus far.

  • Sanchez's avatar
    Sanchez
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    8 years ago
    Hey IIT, welcome to our community! 

    I’m sorry to hear that you’re experiencing this issue, but I’ll be glad to check on your case if you’d like to tell me your ticket number. 
     
    Cheers! 
  • IIT's avatar
    IIT
    Helpful | Level 6
    8 years ago

    Ticket Ref: 7683435 - and to be honest I'm tired of your support team promising me they have a fix then asking for screen recording and screenshots when the issue is exactly as per screenshots showin on page two of this thread. EXACTLY THE SAME.

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