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joecohs's avatar
joecohs
Helpful | Level 5
11 months ago
Solved

Why does Dropbox for MacBook keep 'removing' itself?

Hi,   Myself and multiple users in my organisation have an issue where the Dropbox installed App on our MacBooks 'removes itself. By this, I mean, Dropbox will still be installed, we can navigate ...
desktop
Install
Mac
  • joecohs's avatar
    joecohs
    5 months ago

    One of the solutions which helped me was, on the offline installer, when its window pops up for you to double click to install, instead of doing the double click, drag and drop the Dropbox Icon into your Apple applications folder instead. 

    No idea why, but this worked for some of our users. 

Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
11 months ago

Hey joecohs, if it's possible to locate that ticket number somehow, it would definitely be helpful.

Also, may I ask, are all members that are having this issue all connected to the same network?

And if possible, can you test the Dropbox application on a completely different network, such as at home or another physical location, to see if that changes the behavior at all?

joecohs's avatar
joecohs
Helpful | Level 5
10 months ago

Hi Hannah  happening no matter the connection, which is odd. 
Still removing itself from my machine this morning again!

I see, I have asked but they tell me there is no ticket ID with it being account managed and not through their typical support network, unfortunately.

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Hi joecohs, a few more clarifications please. 

    How many files do you sync locally on any of the affected devices? You can click the Dropbox folder then click "File" from the Finder menu, and then "Get Info."

    What's the syncing status of the app right now? 

    Also when the icon goes missing, does the Dropbox app quit, or does the icon simply go away while the Activity monitor shows that the app is still active? 

  • joecohs's avatar
    joecohs
    Helpful | Level 5
    10 months ago

    Hi Megan it varies how many files have been synced. It happens if I am syncing only my personal items but also when I have over 100,000k syncing. 

    the dropbox Icon disappears from the menu bar but remains in the applications. However, it doesnt allow you to open it when click the app icon. 

    It keeps running in the background though, I can see it in Activity Monitor.

     

    Sync status is normal, all files synced, then updates whenever there are file updates.

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    I'd love to see a screenshot of your Dropbox folder's properties when you click "Get info" please joecohs.

    Can you send one over? 

  • joecohs's avatar
    joecohs
    Helpful | Level 5
    10 months ago

    Hi Megan here is a screenshot of the finder Get Info for the main folder I work out of:

     

     

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Hey joecohs, thanks for the screenshot.

    Can we send you an email, so we can investigate this further?

  • joecohs's avatar
    joecohs
    Helpful | Level 5
    10 months ago

    Hi Hannah sure thing. Feel free to!

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    Thanks, Joe!

    I just sent you an email, so we'll continue there. :)

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