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emilialiu's avatar
emilialiu
Helpful | Level 5
3 years ago
Solved

Cannot start Dropbox app on Macbook

Hi, I installed Dropbox app on Macbook Pro, system Ventura 13.2.1 (22D68), but it cannot start. I have already tried to reinstall it, but still did not work. And the error file: bn.BUILD...
desktop
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Mac
  • emilialiu's avatar
    emilialiu
    3 years ago
    It mysteriously solved. When I restarted my mac after an update and gave it another try, it suddenly popped out log-in issues which showed that dropbox identified my mac as a new device each time I tried to log in, so I cannot log in due to exceeding the maximum number of devices I was allowed. After I removed my login devices, it finally start.
al f.'s avatar
al f.
Explorer | Level 4
3 years ago

I'm beyond super frustrated and highly annoyed with the lack of actual support here from all of you at DB! I've been through 2 sections of this same issue and not a single support person has any actual clue of how to fix this issue.

 

MY ENTIRE WORKFLOW has not been completely disrupted for the past 2 weeks an my desktop is a giant mess with files and folders everywhere that should be in my DB folders and safely backed up! 

 

I am running MacOS 12.6.5

Dropbox 173.4.6706 [the latest update I could find]

 

Here is my error - 

 

bn.BUILD_KEY: Dropbox
bn.VERSION: 173.4.6706
bn.constants.WINDOWS_SHELL_EXT_VERSION: 61
bn.is_frozen: True
machine_id: 0bdce52f-177b-550d-9a86-655ab452bb5f
pid: 713
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='alfriede', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='alfriede', pw_dir='/Users/alfriede', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='alfriede', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='alfriede', pw_dir='/Users/alfriede', 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', 'alfriede', '_nsurlstoraged', '_serialnumberd'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'alfriede', '_nsurlstoraged', '_serialnumberd'])
DYLD_LIBRARY_PATH: None
cwd: '/'
     real_path='/'
            mode=0o40755 uid=0 gid=0
     parent mode=0o40755 uid=0 gid=0
HOME: '/Users/alfriede'
appdata: '/Users/alfriede/.dropbox/instance6'
         real_path='/Users/alfriede/.dropbox/instance6'
                mode=0o40700 uid=501 gid=20
         parent mode=0o40755 uid=501 gid=20
dropbox_path: '/Users/alfriede/Library/CloudStorage/Dropbox'
              real_path='/Users/alfriede/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/13/65c95p2d44j4f2qjsfhk0fyc0000gn/T'
         real_path='/private/var/folders/13/65c95p2d44j4f2qjsfhk0fyc0000gn/T'
                mode=0o40700 uid=501 gid=20
         parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
  File "desktop/dropbox/client/main.py", line 5253, in _setup_root_for_account
  File "desktop/dropbox/sync_root/helpers.py", line 511, in get_root_for_account
  File "desktop/dropbox/foundation/futures/basic.py", line 857, in result
  File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", 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/d56282a6-3c82-4a57-bf23-3abc212d1d2b." UserInfo={NSLocalizedDescription=No valid file provider found with identifier com.getdropbox.dropbox.fileprovider/d56282a6-3c82-4a57-bf23-3abc212d1d2b.}

 

Nancy's avatar
Nancy
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hey al f., I hope you’re doing well. 

 

Before we can investigate this further, can you confirm if you’ve already tried these steps? 

 

Let me know, and we’ll take it from there.

  • al f.'s avatar
    al f.
    Explorer | Level 4
    3 years ago

    Correct, and keep in mind this was all working until the 12.6.5 update or perhaps the update just before it. I'm also a pro IT and Apple Tech for 25 years so I'm not someone who doesn't know how to troubleshoot issues like this to the point where if I can't figure it out and have to post on here, it's a big deal for me! 

     

    Here's my error upon timing out - 

     

    bn.BUILD_KEY: Dropbox
    bn.VERSION: 173.4.6706
    bn.constants.WINDOWS_SHELL_EXT_VERSION: 61
    bn.is_frozen: True
    machine_id: 0bdce52f-177b-550d-9a86-655ab452bb5f
    pid: 6524
    ppid: 1
    uid: 501
    user_info: pwd.struct_passwd(pw_name='alfriede', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='alfriede', pw_dir='/Users/alfriede', pw_shell='/bin/bash')
    effective_user_info: pwd.struct_passwd(pw_name='alfriede', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='alfriede', pw_dir='/Users/alfriede', 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', 'alfriede', '_nsurlstoraged', '_serialnumberd'])
    effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'alfriede', '_nsurlstoraged', '_serialnumberd'])
    DYLD_LIBRARY_PATH: None
    cwd: '/'
         real_path='/'
                mode=0o40755 uid=0 gid=0
         parent mode=0o40755 uid=0 gid=0
    HOME: '/Users/alfriede'
    appdata: '/Users/alfriede/.dropbox/instance6'
             real_path='/Users/alfriede/.dropbox/instance6'
                    mode=0o40700 uid=501 gid=20
             parent mode=0o40755 uid=501 gid=20
    dropbox_path: '/Users/alfriede/Library/CloudStorage/Dropbox'
                  real_path='/Users/alfriede/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/13/65c95p2d44j4f2qjsfhk0fyc0000gn/T'
             real_path='/private/var/folders/13/65c95p2d44j4f2qjsfhk0fyc0000gn/T'
                    mode=0o40700 uid=501 gid=20
             parent mode=0o40755 uid=501 gid=20
    Traceback (most recent call last):
      File "desktop/dropbox/client/main.py", line 5253, in _setup_root_for_account
      File "desktop/dropbox/sync_root/helpers.py", line 511, in get_root_for_account
      File "desktop/dropbox/foundation/futures/basic.py", line 857, in result
      File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", 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/d56282a6-3c82-4a57-bf23-3abc212d1d2b." UserInfo={NSLocalizedDescription=No valid file provider found with identifier com.getdropbox.dropbox.fileprovider/d56282a6-3c82-4a57-bf23-3abc212d1d2b.}

     

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey al f., sorry to jump in here, but would it be OK if we reached out via email to have a further look internally at this point? 

  • Dech's avatar
    Dech
    Helpful | Level 5
    3 years ago

    have the same problem after running the update my Dropbox will not start... Exactly the same error.. I had to delete my Dropbox as it got stuck in Sync. After reloading the error happened...

    problem is: it loads into applications, Its should load into the CloudStorage folder

    I.E error- cannot find the folder..

     

    dropbox_path: '/Users/alfriede/Library/CloudStorage/Dropbox'
                  real_path='/Users/alfriede/Library/CloudStorage/Dropbox'
                        not found.....................................
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey Dech, sorry to hear about this.

     

    Can you confirm that you've already tried these steps and you rebooted your computer?

  • Dech's avatar
    Dech
    Helpful | Level 5
    3 years ago
    Hi Walter

    I managed to fix my DB. I reloaded my Mac to Ventura 13.3, added DB app, which added the app into the application folder, then updated to 13.3.1. I then updated my DB which put my DB folder into the cloud storage folder. Then it all started to work.. thank you for your reply…
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Awesome news Dech! 

     

    If you need anything else, we'll be one post away! 

  • al f.'s avatar
    al f.
    Explorer | Level 4
    3 years ago

    I'm on a MBP Mid-2015 so I cannot update to MacOS 13 vs stuck at 12, so glad you fixed your issue but I've tried doing all of that 3 or 4 times already to no avail and had to end up resorting to using Maestrel [which works perfectly like DB used to] as a stop gap until this insanity is fixed! 

     

    Cheers

  • al f.'s avatar
    al f.
    Explorer | Level 4
    3 years ago

    Sure!

  • Dech's avatar
    Dech
    Helpful | Level 5
    3 years ago

    Hi

     

    I have 5 x macbook pro 2012 running on opencore. 2 x OS 12 and 3 x OS 13.. When reloading. load with the first edition Os 12 ..e.g 12.1.. then add your DB app (on line only) this should add it to you application folder-- let it sync and do its thing. then update your OS e.g- 12.1 to 12.3. once updated. let DB update itself or ask you to update. your DB folder should move to your CloudStorage Folder.. Let it sync and do its thing again.. be patient...... Then if you need, you can set your DB to off-line  and add all your folders - if you work DB off line...  3 of my Pro's updated with no problems at all.... 2 ,  I had to reload the software to get DB working again...

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi al f., I just sent you an email. 

     

    Reply back to me, and we'll take it from there. Cheers!

  • al f.'s avatar
    al f.
    Explorer | Level 4
    3 years ago

    Hi Megan, I'll get to that email ASAP this weekend to try to fix my DB issue once and for all. 

     

    Thx

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