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Greg T.16's avatar
Greg T.16
Helpful | Level 5
7 years ago
Solved

Smart sync icons missing

The venerable "missing smart sync icons" problem. MacOS Mojave 10.14.2  Dropbox 64.4.141.  (Professional Acct) Have reinstalled DB several times (including via full desktop download). Tried the ...
Setting up the apps
  • Jay's avatar
    Jay
    7 years ago
    Hi Greg, as you’re on a Mac, you can check if a third-party application is causing this issue with the following steps:
     
    1. Save any files and quit ALL programs.
    2. Completely quit and close any third-party cloud service applications such as Google Drive, OneDrive, or others.
    3. Quit Dropbox:
    4. Relaunch Finder using the following steps:
      1. Click on the Apple icon in the top left of your screen
      2. Click on "force quit"
      3. Select Finder then click "Relaunch"
    5. Restart the Dropbox application.
     
    If the issue is resolved at this point, it may be due to the third-party applications running on the computer.
     
    If the issue persists, or you see that a new application is causing issues please let me know.
Jeff Marks's avatar
Jeff Marks
Explorer | Level 4
3 years ago

No OS upgrade. Also seeing this on my workstation. And several users are reporting the same. But my workstation has lots of software installed. No other cloud drives. But we do have Sopohs AV on all the workstations.

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

Hmm, if you temporarily disable Sophos, do you see any difference?

  • Jeff Marks's avatar
    Jeff Marks
    Explorer | Level 4
    3 years ago

    Trying on three machines.

    1. MBP M2 - Ventura 13.1 

    2. MacPro (Late 2013) - BigSur 11.7.2

    3. Mac Mini M1 - Monterey 12.4

     

    1. Is my workstation and had dozens of extensions. Turned them all off and disabled Sophos. No joy.

    2. Had just Adobe Creative Cloud on. Turned it and Sophos off, and got weird results (see below).

    3. Is the dedicated Dropbox machine. No other extensions were present. And the only other software installed is Carbon Copy Cloner and Sophos. This one seems to be working correctly with Sophos disabled. I will keep using it and let you know if anything changes. But of course, this is not a long term fix. We are required by insurance and clients to carry end point protection on all our machines.

     

    We're running Sophos Endpoint 10.4.1 on all of the machines.

    Oddly on the MacPro, it started to show icons. But never finished as you can see below.

     

  • Jeff Marks's avatar
    Jeff Marks
    Explorer | Level 4
    3 years ago

    The behavior is unpredictable. On the Mac Mini, the status is now visible with Sophos running. I reactivated it to wait for further from you but not be left unprotected.

  • Jeff Marks's avatar
    Jeff Marks
    Explorer | Level 4
    3 years ago

    Also, if it makes a difference, we have a large account. 

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

    Hi Jeff Marks, as it seems that you have a Dropbox Business account, have you already tried contacting the support team directly for further assistance?

  • Jeff Marks's avatar
    Jeff Marks
    Explorer | Level 4
    3 years ago

    Sure didn't. But will do.

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