Forum Discussion

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

Re: Dropbox app is not opening after Mac and Dropbox update

Thanks for bringing this to our attention, Sanar Sadaqa.

 

Can you send us a screenshot of the error message you're getting?

 

Also, do you have a Dropbox icon in your menu bar at the moment?

 

If you do, can you hover over it with your mouse and let us know what you see?

 

Thanks in advance.

10 Replies

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

    Hi Sanar Sadaqa, could you click the blue link in the second image and then copy/paste the next in your next reply to see why the app isn't loading?

  • Sanar Sadaqa's avatar
    Sanar Sadaqa
    Explorer | Level 3
    3 years ago
    bn.BUILD_KEY: Dropbox
    bn.VERSION: 187.4.5691
    bn.constants.WINDOWS_SHELL_EXT_VERSION: 67
    bn.is_frozen: True
    machine_id: 2ade8825-d636-5c5c-ae83-fe11b64ac99e
    pid: 16838
    ppid: 1
    uid: 501
    user_info: pwd.struct_passwd(pw_name='sanarsadaqa', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Sanar Sadaqa', pw_dir='/Users/sanarsadaqa', pw_shell='/bin/zsh')
    effective_user_info: pwd.struct_passwd(pw_name='sanarsadaqa', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Sanar Sadaqa', pw_dir='/Users/sanarsadaqa', 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', 'sanarsadaqa', '_nsurlstoraged', '_adsklic'])
    effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'sanarsadaqa', '_nsurlstoraged', '_adsklic'])
    DYLD_LIBRARY_PATH: None
    cwd: '/'
         real_path='/'
                mode=0o40755 uid=0 gid=0
         parent mode=0o40755 uid=0 gid=0
    HOME: '/Users/sanarsadaqa'
    appdata: '/Users/sanarsadaqa/.dropbox/instance1'
             real_path='/Users/sanarsadaqa/.dropbox/instance1'
                    mode=0o40700 uid=501 gid=20
             parent mode=0o40755 uid=501 gid=20
    dropbox_path: '/Users/sanarsadaqa/Library/CloudStorage/Dropbox'
                  real_path='/Users/sanarsadaqa/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/v0/j42q39ms3_d720ng0x628_340000gn/T'
             real_path='/private/var/folders/v0/j42q39ms3_d720ng0x628_340000gn/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 5501, in _setup_root_for_account
      File "desktop/dropbox/sync_root/helpers.py", line 547, in get_root_for_account
      File "desktop/dropbox/foundation/futures/basic.py", line 858, in result
      File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 249, 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/432e3880-7938-4c27-91de-15db8efe5588’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/432e3880-7938-4c27-91de-15db8efe5588’., NSUnderlyingError=0x60000020b6c0 {Error Domain=NSFileProviderErrorDomain Code=-2013 "(null)"}}

     

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

    Thanks for this error log, Sanar Sadaqa.

     

    Can you close the Dropbox app and then relaunch it from your applications folder, to see if that helps?

  • Sanar Sadaqa's avatar
    Sanar Sadaqa
    Explorer | Level 3
    3 years ago

    I tried that and it didn't work , the same error message appeared "couldn't start Dropbox"

  • Sanar Sadaqa's avatar
    Sanar Sadaqa
    Explorer | Level 3
    3 years ago

    should I delete it and reinstall it and perform an advanced reinstallation ?

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

    Yes, please could you try those steps and let me know how it goes. 

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