Cannot start Dropbox app on Macbook

Hi emilialiu, and thanks for posting on our Community!

Can you let me know if you’ve already been in touch with our support team about this? If yes, can you please send me any ticket numbers you may have, so that I can have a look? 

Let me know when you’re ready.

I have this error problem too. Can't find how to contact dropbox support team, but happy for them to contact me on my registered email. I can then send over the longform error code. Thank you in advance! 

Hey there, danclarkis, happy Monday! 

Do you get the same error message as the OP? If not, could you attach the start-up error code back here, to you reply?

Keep me posted, and we'll take it from there! 

I couldn't get my Dropbox app to work. Keep showing the same error prompt as below: Does anybody know how to fix it? I have used the "fix permission error', yet, it still won't allow me to access Dropbox app. 

bn.BUILD_KEY: Dropbox
bn.VERSION: 171.4.6182
bn.constants.WINDOWS_SHELL_EXT_VERSION: 61
bn.is_frozen: True
machine_id: 10f9a72e-efc7-5dac-b636-d2226641262d
pid: 15649
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='valinagogulski', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Awalina Ramli', pw_dir='/Users/valinagogulski', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='valinagogulski', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Awalina Ramli', pw_dir='/Users/valinagogulski', pw_shell='/bin/bash')
euid: 501
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_nsurlstoraged'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_nsurlstoraged'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/valinagogulski'
appdata: '/Users/valinagogulski/.dropbox/instance2'
real_path='/Users/valinagogulski/.dropbox/instance2'
mode=0o40700 uid=501 gid=20
parent mode=0o40700 uid=501 gid=20
dropbox_path: '/Users/valinagogulski/Library/CloudStorage/Dropbox'
real_path='/Users/valinagogulski/Library/CloudStorage/Dropbox'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
trace.__file__: '/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
real_path='/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
not found
parent not found
tempdir: '/var/folders/5v/lvvlkhqj18q_p4qgkf265xhh0000gn/T'
real_path='/private/var/folders/5v/lvvlkhqj18q_p4qgkf265xhh0000gn/T'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 5219, in _setup_root_for_account
File "dropbox/sync_root/helpers.pyc", line 511, in get_root_for_account
File "dropbox/foundation/futures/basic.pyc", line 857, in result
File "dropbox/sync_root/handlers/macos/file_provider.pyc", line 121, in set_result_or_convert_exception
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier com.getdropbox.dropbox.fileprovider/72efcfc6-9a2d-4e9a-a54e-5717aa3aa28d." UserInfo={NSLocalizedDescription=No valid file provider found with identifier com.getdropbox.dropbox.fileprovider/72efcfc6-9a2d-4e9a-a54e-5717aa3aa28d.}

Megan Thank you. Here goes:

Text file (from yesterday, not this morning):

bn.BUILD_KEY: Dropbox
bn.VERSION: 171.4.6182
bn.constants.WINDOWS_SHELL_EXT_VERSION: 61
bn.is_frozen: True
machine_id: 8262a460-2a1d-5111-a513-abea42da5864
pid: 7573
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='danclark', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Dan Clark', pw_dir='/Users/danclark', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='danclark', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Dan Clark', pw_dir='/Users/danclark', pw_shell='/bin/zsh')
euid: 501
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'danclark', '_nsurlstoraged'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'danclark', '_nsurlstoraged'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/danclark'
appdata: '/Users/danclark/.dropbox/instance2'
real_path='/Users/danclark/.dropbox/instance2'
mode=0o40700 uid=501 gid=20
parent mode=0o40700 uid=501 gid=20
dropbox_path: '/Users/danclark/Library/CloudStorage/Dropbox'
real_path='/Users/danclark/Library/CloudStorage/Dropbox'
not found
parent mode=0o40755 uid=501 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
trace.__file__: '/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
real_path='/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
not found
parent not found
tempdir: '/var/folders/xv/f3f5nkks3bldxywzq03_hr4c0000gn/T'
real_path='/private/var/folders/xv/f3f5nkks3bldxywzq03_hr4c0000gn/T'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 5219, in _setup_root_for_account
File "dropbox/sync_root/helpers.pyc", line 511, in get_root_for_account
File "dropbox/foundation/futures/basic.pyc", line 857, in result
File "dropbox/sync_root/handlers/macos/file_provider.pyc", line 121, in set_result_or_convert_exception
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/9331ffb8-052a-4a13-8a62-4a53b90a38b3‘." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/9331ffb8-052a-4a13-8a62-4a53b90a38b3‘.}

Hi danclarkis, could you try reinstalling the app, without uninstalling it first, by using this link, and let me know how it goes!

Hi Jay 

For info, I uninstalled and reinstalled yesterday.

Today, I have reinstalled without uninstalling, as requested. No joy. This is the error code this time:

bn.BUILD_KEY: Dropbox
bn.VERSION: 171.4.6182
bn.constants.WINDOWS_SHELL_EXT_VERSION: 61
bn.is_frozen: True
machine_id: 8262a460-2a1d-5111-a513-abea42da5864
pid: 12319
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='danclark', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Dan Clark', pw_dir='/Users/danclark', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='danclark', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Dan Clark', pw_dir='/Users/danclark', pw_shell='/bin/zsh')
euid: 501
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'danclark', '_nsurlstoraged'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'danclark', '_nsurlstoraged'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/danclark'
appdata: '/Users/danclark/.dropbox/instance2'
real_path='/Users/danclark/.dropbox/instance2'
mode=0o40700 uid=501 gid=20
parent mode=0o40700 uid=501 gid=20
dropbox_path: '/Users/danclark/Library/CloudStorage/Dropbox'
real_path='/Users/danclark/Library/CloudStorage/Dropbox'
not found
parent mode=0o40755 uid=501 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
trace.__file__: '/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
real_path='/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
not found
parent not found
tempdir: '/var/folders/xv/f3f5nkks3bldxywzq03_hr4c0000gn/T'
real_path='/private/var/folders/xv/f3f5nkks3bldxywzq03_hr4c0000gn/T'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 5219, in _setup_root_for_account
File "dropbox/sync_root/helpers.pyc", line 511, in get_root_for_account
File "dropbox/foundation/futures/basic.pyc", line 857, in result
File "dropbox/sync_root/handlers/macos/file_provider.pyc", line 121, in set_result_or_convert_exception
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/9331ffb8-052a-4a13-8a62-4a53b90a38b3‘." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/9331ffb8-052a-4a13-8a62-4a53b90a38b3‘.}

Hi ValGols and danclarkis! 

Can you please follow the steps below, as well, and let me know if they make any difference at all? 

1. Click the Dropbox icon in the menu bar at the top of your screen.
2. Click your profile picture or initials in the upper right of the window that appears.
3. Click Quit.
4. Open a new Finder window.
5. Click Applications.
6. Double-click the Dropbox icon.

Hi Nancy There's no dropbox icon in the menubar because I can't start it. When I try to get dropbox going, there's a grey icon (but which is not properly usable to select menu actions) for a minute . But that disappears as soon as dropbox comes up with the error code saying 'unable to start'.

Hey danclarkis, thanks for the update.

Can we send you an email, so we can investigate this further?