Desktop app on Mac crashes when trying to link a second account

Hi drummersteve, when you reinstalled the app, did you perform an advanced reinstallation of the app?

v197.4.7571

Thanks for sending over your app version, stephenneal! You also mentioned previously you’ve already reinstalled the Dropbox app; did you perform an advanced reinstall as well, or just the basic one?

I did not do the advanced reinstall that requires you to go into terminal.  

Can you please give that a go as well, and let me know if it helps at all?

Hi, I'm on a Mac desktop running Sonoma 14.4.1. I had enormous problems when I tried to convert to the new File Provider version of Dropbox so I've restored to a Time Machine backup of my Mac from last week. Now when I use the desktop Dropbox app, I am unable to switch between my two linked accounts. They are linked in the web-based interface, and on my separate laptop, they're linked and I can easily switch between them in the desktop app.

But on my regular desktop Mac, the switching won't work. I see the secondary account in the drop-down menu under "Switch Accounts." If I choose to switch to that account, it makes me sign in to the linked account - each and every time - but then it just leaves me in the original account. And the dropbox folder for the linked account won't sync any files, and doesn't have the special icon for a dropbox folder.

I have already uninstalled and reinstalled the Dropbox app multiple times, to no avail. (So far this is the only advice I have gotten from the Dropbox support team, who took 2 days to reply to my query.) If anyone can help, I would appreciate it!

Sorry to hear you’re having the same issue, goodmangames. Just to clarify, did you manage to update your desktop Mac device to File Provider in the end, and then this issue started? 

What if you quit the Dropbox app now, restart your computer, and then relaunch the app again? Can you share with me the app version it’s running? 

I’d also like to know the ticket number of your support request.

Thanks for the reply. I am also using v197.4.7571. I was never able to get File Provider to work so I am running it on the "non-File Provider" implementation. The problems occur now even without File Provider. I've tried quitting the dropbox app and restarting multiple times. It doesn't help. My ticket number is 23650568. They took 2 days to reply and all they recommended was to delete the app and reinstall it - which I have done multiple times.

I see. Thanks for the ticket number and the extra info! I can see your case is already being handled by our specialists, so I’d suggest continuing with them directly.

However, can you clarify if you’ve also performed an advanced reinstall, instead of the basic one?

I am having the same issue on 197.4.7629. I believe the issue is that my personal account is eligible for the switch to File Provider, but my work account is not, because it has over 500,000 files. If I sign out of both accounts and sign into my personal account first, my personal Dropbox folder appears in Locations, but trying to sign into my work account puts me in the sign in/crash loop others have mentioned, plus an extra dialog asking me to choose specific folders to sync since I am over the 500,000 limit. However, even if I only choose a single folder with a single file in it to sync, my work Dropbox only briefly appears in Locations with my personal one before the app crashes, my work folder disappears and I'm back to square one with the sign in loop. 

However, if I sign out of both accounts and sign into my work account first, it puts my work Dropbox back in my user folder where it was before, and syncs normally even with over 500,000 files. In Sync under Preferences in my work account, I also see a message that that account is not eligible for the switch to File Provider. With my work account functional, if I then try to sign in to my personal account, the same thing happens in reverse - a folder is created in my user folder for my personal Dropbox, but the app crashes when it attempts to sync anything and puts me back in the sign in loop. The personal folder also disappears from Locations in this scenario.

The problem is obviously a mismatch between my two accounts - my personal account is trying to use File Provider, while my work account can't. Is there a way to roll back my personal account and force it not to use File Provider so that both accounts keep their old locations in my user folder until my work account is eventually eligible to be migrated as well?