Re: Dropbox app won't install, it fails with an error.

Included now thanks

Hey lukehanley!

It doesn't seem to be the full thing. Would you be able to send me the full text, please? 

bn.BUILD_KEY: Dropbox
bn.VERSION: 205.4.5765
bn.constants.WINDOWS_SHELL_EXT_VERSION: 76
bn.is_frozen: True
machine_id: 8ce092f9-b86a-5590-b099-98aedb6e7acc
pid: 5406
ppid: 1
uid: 502
user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
euid: 502
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: '/Users/lukehanley'
appdata: '/Users/lukehanley/.dropbox/instance1'
real_path='/Users/lukehanley/.dropbox/instance1'
mode=0o40700 uid=502 gid=20
parent mode=0o40700 uid=502 gid=20
dropbox_path: '/Users/lukehanley/Library/CloudStorage/Dropbox'
real_path='/Users/lukehanley/Library/CloudStorage/Dropbox'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=502 gid=20
parent mode=0o40755 uid=502 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/vc/jk568y016894ghyv71q058080000gp/T'
real_path='/private/var/folders/vc/jk568y016894ghyv71q058080000gp/T'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
Traceback (most recent call last):
File "desktop/dropbox/client/main.py", line 5758, in _setup_root_for_account
File "desktop/dropbox/sync_root/helpers.py", line 530, in get_root_for_account
File "desktop/dropbox/foundation/futures/basic.py", line 874, in result
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrap
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_inner
File "desktop/dropbox/db_thread.py", line 96, in run
File "<string>", line 1, in _x__db_thread__sleep_thread
File "desktop/dropbox/db_thread.py", line 36, in set_name_and_run
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in run
File "desktop/dropbox/foundation/runtime/__init__.py", line 676, in decorated
File "desktop/dropbox/foundation/futures/sleep/__init__.py", line 163, in _run
File "desktop/dropbox/foundation/futures/basic.py", line 704, in set_result
File "desktop/dropbox/foundation/futures/basic.py", line 667, in _on_post
File "desktop/dropbox/foundation/futures/basic.py", line 1050, in _stage1
File "desktop/dropbox/foundation/futures/basic.py", line 421, in _then_callback
File "desktop/dropbox/foundation/futures/helpers.py", line 436, in <lambda>
File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 1019, in _get_mount_path
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’.}

See above thanks - apols, been offline for a couple of days

Thanks for sending over the full error log, Luke. Here are the steps I’d like you to try in this case.

Please give them a go and let me know if they resolve the issue.

Neither worked sorry - can I please get a call?

bn.BUILD_KEY: Dropbox
bn.VERSION: 206.3.6386
bn.constants.WINDOWS_SHELL_EXT_VERSION: 76
bn.is_frozen: True
machine_id: 8ce092f9-b86a-5590-b099-98aedb6e7acc
pid: 17505
ppid: 1
uid: 502
user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
euid: 502
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: '/Users/lukehanley'
appdata: '/Users/lukehanley/.dropbox/instance1'
real_path='/Users/lukehanley/.dropbox/instance1'
mode=0o40700 uid=502 gid=20
parent mode=0o40700 uid=502 gid=20
dropbox_path: '/Users/lukehanley/Library/CloudStorage/Dropbox'
real_path='/Users/lukehanley/Library/CloudStorage/Dropbox'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=502 gid=20
parent mode=0o40755 uid=502 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/vc/jk568y016894ghyv71q058080000gp/T'
real_path='/private/var/folders/vc/jk568y016894ghyv71q058080000gp/T'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
Traceback (most recent call last):
File "desktop/dropbox/client/main.py", line 5794, in _setup_root_for_account
File "desktop/dropbox/sync_root/helpers.py", line 530, in get_root_for_account
File "desktop/dropbox/foundation/futures/basic.py", line 874, in result
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrap
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_inner
File "desktop/dropbox/db_thread.py", line 96, in run
File "<string>", line 1, in _x__db_thread__sleep_thread
File "desktop/dropbox/db_thread.py", line 36, in set_name_and_run
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in run
File "desktop/dropbox/foundation/runtime/__init__.py", line 676, in decorated
File "desktop/dropbox/foundation/futures/sleep/__init__.py", line 163, in _run
File "desktop/dropbox/foundation/futures/basic.py", line 704, in set_result
File "desktop/dropbox/foundation/futures/basic.py", line 667, in _on_post
File "desktop/dropbox/foundation/futures/basic.py", line 1050, in _stage1
File "desktop/dropbox/foundation/futures/basic.py", line 421, in _then_callback
File "desktop/dropbox/foundation/futures/helpers.py", line 436, in <lambda>
File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 1027, in _get_mount_path
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’.}

Above is the error

It does this with the spinning wheel of death

and then this prompting to contact support

... but there is nobody to contact

Could you click on the blue hyperlink within your error and forward us the whole error log, Luke? 

Also, based on the previous error you sent us, it seems that you're running the beta version of the Dropbox desktop app.

Could you maybe try reinstalling the app using the offline installer from this page directly?

Just make sure to toggle off the 'early releases' from your account's settings first. 

If you're on the Basic plan, also ensure that you're not connecting more than 3 devices to your account as you might hit your device limit. 

n.BUILD_KEY: Dropbox
bn.VERSION: 205.4.5765
bn.constants.WINDOWS_SHELL_EXT_VERSION: 76
bn.is_frozen: True
machine_id: 8ce092f9-b86a-5590-b099-98aedb6e7acc
pid: 18271
ppid: 1
uid: 502
user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
euid: 502
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: '/Users/lukehanley'
appdata: '/Users/lukehanley/.dropbox/instance1'
real_path='/Users/lukehanley/.dropbox/instance1'
mode=0o40700 uid=502 gid=20
parent mode=0o40700 uid=502 gid=20
dropbox_path: '/Users/lukehanley/Library/CloudStorage/Dropbox'
real_path='/Users/lukehanley/Library/CloudStorage/Dropbox'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=502 gid=20
parent mode=0o40755 uid=502 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/vc/jk568y016894ghyv71q058080000gp/T'
real_path='/private/var/folders/vc/jk568y016894ghyv71q058080000gp/T'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
Traceback (most recent call last):
File "desktop/dropbox/client/main.py", line 5758, in _setup_root_for_account
File "desktop/dropbox/sync_root/helpers.py", line 530, in get_root_for_account
File "desktop/dropbox/foundation/futures/basic.py", line 874, in result
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrap
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_inner
File "desktop/dropbox/db_thread.py", line 96, in run
File "<string>", line 1, in _x__db_thread__sleep_thread
File "desktop/dropbox/db_thread.py", line 36, in set_name_and_run
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in run
File "desktop/dropbox/foundation/runtime/__init__.py", line 676, in decorated
File "desktop/dropbox/foundation/futures/sleep/__init__.py", line 163, in _run
File "desktop/dropbox/foundation/futures/basic.py", line 704, in set_result
File "desktop/dropbox/foundation/futures/basic.py", line 667, in _on_post
File "desktop/dropbox/foundation/futures/basic.py", line 1050, in _stage1
File "desktop/dropbox/foundation/futures/basic.py", line 421, in _then_callback
File "desktop/dropbox/foundation/futures/helpers.py", line 436, in <lambda>
File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 1019, in _get_mount_path
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’.}

Hi Walter ... and thanks

Same error it seems

I can confirm only 2 x devices connected

plus I have early releases off

and the install offline link provided gave the same error

Thanks for the additional information, Luke.

Could you try restarting the app and let me know if this persists? To restart the Dropbox desktop app:

1. Open your Dropbox desktop app if it isn’t running already.
2. Click the Dropbox icon in the menu bar at the top of your screen.
3. Click your profile picture or initials in the upper right of the window that appears.
4. Click Quit.
5. Open a new Finder window.
6. Click Applications.
7. Double-click the Dropbox icon.

Keep me posted! 

Hi Walter,

The App is not even installing, that's the whole issue

Same error over and over

bn.BUILD_KEY: Dropbox
bn.VERSION: 205.4.5765
bn.constants.WINDOWS_SHELL_EXT_VERSION: 76
bn.is_frozen: True
machine_id: 8ce092f9-b86a-5590-b099-98aedb6e7acc
pid: 19896
ppid: 1
uid: 502
user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
euid: 502
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: '/Users/lukehanley'
appdata: '/Users/lukehanley/.dropbox/instance1'
real_path='/Users/lukehanley/.dropbox/instance1'
mode=0o40700 uid=502 gid=20
parent mode=0o40700 uid=502 gid=20
dropbox_path: '/Users/lukehanley/Library/CloudStorage/Dropbox'
real_path='/Users/lukehanley/Library/CloudStorage/Dropbox'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=502 gid=20
parent mode=0o40755 uid=502 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/vc/jk568y016894ghyv71q058080000gp/T'
real_path='/private/var/folders/vc/jk568y016894ghyv71q058080000gp/T'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
Traceback (most recent call last):
File "desktop/dropbox/client/main.py", line 5758, in _setup_root_for_account
File "desktop/dropbox/sync_root/helpers.py", line 530, in get_root_for_account
File "desktop/dropbox/foundation/futures/basic.py", line 874, in result
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrap
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_inner
File "desktop/dropbox/db_thread.py", line 96, in run
File "<string>", line 1, in _x__db_thread__sleep_thread
File "desktop/dropbox/db_thread.py", line 36, in set_name_and_run
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in run
File "desktop/dropbox/foundation/runtime/__init__.py", line 676, in decorated
File "desktop/dropbox/foundation/futures/sleep/__init__.py", line 163, in _run
File "desktop/dropbox/foundation/futures/basic.py", line 704, in set_result
File "desktop/dropbox/foundation/futures/basic.py", line 667, in _on_post
File "desktop/dropbox/foundation/futures/basic.py", line 1050, in _stage1
File "desktop/dropbox/foundation/futures/basic.py", line 421, in _then_callback
File "desktop/dropbox/foundation/futures/helpers.py", line 436, in <lambda>
File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 1019, in _get_mount_path
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’.}

@lukehanley, since none of the steps provided have helped so far, can we log a ticket for you and investigate internally?

Yes please

You’re all set, @lukehanley! Don’t forget to reply to my email, when you get the chance.

Hi Nancy,

I have replied to your email