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TaoufikIdrissi's avatar
TaoufikIdrissi
New member | Level 2
2 years ago

"Couldn't start Dropbox" error on macOS Sequoia

Hi, 

I am unable to run Dropbox whatsoever dropbox on my macbook. I have tried restarting my machine multiple times, furthermore I also tried to reinstall the Dropbox app on my mac. 

Whenever I attempt to launch the app, I get a window with the message below :

Couldn,t start Dropbox.

This may be a temporary error. Please restart Dropbox. For more information, click the help button.

If the issue persists please contact Dropbox support with the following info for help: 

 

Here is a sanitized version of the "following info" that doesn't include any personal details about me nor my machine : 

  • Dropbox Version: 213.4.4597
  • Windows Shell Extension Version: 77
  • Platform: Frozen build
  • Machine ID: (Removed for privacy)
  • PID: 1121
  • PPID: 1
  • Shell: /bin/zsh
  • HOME: /Users/USERNAME
  • App Data Path: /Users/USERNAME/.dropbox/instance1
  • Dropbox Path: /Users/USERNAME/Dropbox
  • Executable Path: /Applications/Dropbox.app/Contents/MacOS/Dropbox
  • Temp Directory: /var/folders/...

Traceback details : 
Traceback (most recent call last): File "desktop/dropbox/client/main.py", line 2158, in startup_high File "desktop/dropbox/client_api/dropbox_connection.py", line 572, in __init__ File "desktop/dropbox/client_api/connection/connection.py", line 208, in __init__ File "desktop/dropbox/client_api/connection/connection.py", line 577, in _create_config ValueError: Value out of range: 1024000000000000020361855834783744

Additionally, note that I am running Sequoia 15.1.1 on a macbook air m1.

 

Thank you for your time !

desktop
Error Messages
Mac

5 Replies

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Thanks for bringing this to our attention, TaoufikIdrissi.

    Would you mind copying the entire error log in your next reply, so we can investigate further?

    Thanks in advance.

  • TaoufikIdrissi's avatar
    TaoufikIdrissi
    New member | Level 2
    2 years ago

    Sure, here it is. Note that I redacted sensitive information, if you need it please send me a message. 

    bn.BUILD_KEY: Dropbox
    bn.VERSION: 213.4.4597
    bn.constants.WINDOWS_SHELL_EXT_VERSION: 77
    bn.is_frozen: True
    machine_id: [REDACTED]
    pid: 742
    ppid: 1
    uid: 501
    user_info: pwd.struct_passwd(pw_name='[REDACTED]', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='[REDACTED]', pw_dir='[REDACTED]', pw_shell='/bin/zsh')
    effective_user_info: pwd.struct_passwd(pw_name='[REDACTED]', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='[REDACTED]', pw_dir='[REDACTED]', 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'])
    effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])
    DYLD_LIBRARY_PATH: None
    cwd: '/'
         real_path='/'
                    mode=0o40755 uid=0 gid=0
         parent mode=0o40755 uid=0 gid=0
    HOME: '[REDACTED]'
    appdata: '[REDACTED]'
             real_path='[REDACTED]'
                    mode=0o40700 uid=501 gid=20
             parent mode=0o40755 uid=501 gid=20
    dropbox_path: '[REDACTED]'
                  real_path='[REDACTED]'
                        mode=0o40700 uid=501 gid=20
                  parent mode=0o40750 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/b3/9w5yjt7n1_9cwfy767qq5h200000gn/T'
             real_path='/private/var/folders/b3/9w5yjt7n1_9cwfy767qq5h200000gn/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 2158, in startup_high
      File "desktop/dropbox/client_api/dropbox_connection.py", line 572, in __init__
      File "desktop/dropbox/client_api/connection/connection.py", line 208, in __init__
      File "desktop/dropbox/client_api/connection/connection.py", line 577, in _create_config
    ValueError: Value out of range: 1024000000000000020361855834783744

     



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

    Hey TaoufikIdrissi, thanks for the full error!

    You mentioned that you tried re-installing the app. Did you uninstall it before proceeding with the re-installation? 

    If not, then would you mind giving it a go? Just make sure you save and quit all programs that access files in the Dropbox folder, then uninstall the app and reboot your device.

    Once it's up and running again, feel free to re-install. If you've already tried that, let me know and we'll take it from there. 

  • TaoufikIdrissi's avatar
    TaoufikIdrissi
    New member | Level 2
    2 years ago

    Yes, I did uninstall  dropbox and completely erased everything dropbox related before proceeding to re-installation

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

    Thanks for clarifying TaoufikIdrissi!

    In this case, I'd like for us to try a more advanced set of steps as shown at this Help Center article. 

    If you notice the same behavior after trying these, let me know. 

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