Cannot start Dropbox app on Macbook

[emilialiu]

Hi,

I installed Dropbox app on Macbook Pro, system Ventura 13.2.1 (22D68), but it cannot start. I have already tried to reinstall it, but still did not work.

And the error file:

bn.BUILD_KEY: Dropbox
bn.VERSION: 170.4.5895
bn.constants.WINDOWS_SHELL_EXT_VERSION: 61
bn.is_frozen: True
machine_id: fa81c833-cdff-58e6-a129-9c1ff63ae320
pid: 12546
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='huyusmac', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos="huyu's mac", pw_dir='/Users/huyusmac', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='huyusmac', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos="huyu's mac", pw_dir='/Users/huyusmac', 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', '_nsurlstoraged'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_nsurlstoraged'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/huyusmac'
appdata: '/Users/huyusmac/.dropbox/instance1'
real_path='/Users/huyusmac/.dropbox/instance1'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
dropbox_path: '/Users/huyusmac/Library/CloudStorage/Dropbox'
real_path='/Users/huyusmac/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/j8/fq9dzr5x6690f0b7t17lm5bc0000gn/T'
real_path='/private/var/folders/j8/fq9dzr5x6690f0b7t17lm5bc0000gn/T'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 5196, in _setup_root_for_account
File "dropbox/sync_root/helpers.pyc", line 511, in get_root_for_account
File "dropbox/foundation/futures/basic.pyc", line 853, in result
File "dropbox/sync_root/handlers/macos/file_provider.pyc", line 121, 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/6eae983f-6178-4407-92e2-3fc813227db5‘." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/6eae983f-6178-4407-92e2-3fc813227db5‘.}

[Hannah]

Hey @LuckyE , sorry to see you're having trouble with this.

Are you getting the exact same error message?

Can you copy or send us a screenshot of the error log from the blue hyperlink in the "couldn't start Dropbox" error pop-up, so we can check this out?

[emilialiu · Accepted solution]

It mysteriously solved. When I restarted my mac after an update and gave it another try, it suddenly popped out log-in issues which showed that dropbox identified my mac as a new device each time I tried to log in, so I cannot log in due to exceeding the maximum number of devices I was allowed. After I removed my login devices, it finally start.

[al f.]

I'm beyond super frustrated and highly annoyed with the lack of actual support here from all of you at DB! I've been through 2 sections of this same issue and not a single support person has any actual clue of how to fix this issue.

MY ENTIRE WORKFLOW has not been completely disrupted for the past 2 weeks an my desktop is a giant mess with files and folders everywhere that should be in my DB folders and safely backed up! 

I am running MacOS 12.6.5

Dropbox 173.4.6706 [the latest update I could find]

Here is my error - 

bn.BUILD_KEY: Dropbox

bn.VERSION: 173.4.6706

bn.constants.WINDOWS_SHELL_EXT_VERSION: 61

bn.is_frozen: True

machine_id: 0bdce52f-177b-550d-9a86-655ab452bb5f

pid: 713

ppid: 1

uid: 501

user_info: pwd.struct_passwd(pw_name='alfriede', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='alfriede', pw_dir='/Users/alfriede', pw_shell='/bin/bash')

effective_user_info: pwd.struct_passwd(pw_name='alfriede', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='alfriede', pw_dir='/Users/alfriede', pw_shell='/bin/bash')

euid: 501

gid: 20

egid: 20

group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'alfriede', '_nsurlstoraged', '_serialnumberd'])

effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'alfriede', '_nsurlstoraged', '_serialnumberd'])

DYLD_LIBRARY_PATH: None

cwd: '/'

     real_path='/'

            mode=0o40755 uid=0 gid=0

     parent mode=0o40755 uid=0 gid=0

HOME: '/Users/alfriede'

appdata: '/Users/alfriede/.dropbox/instance6'

         real_path='/Users/alfriede/.dropbox/instance6'

                mode=0o40700 uid=501 gid=20

         parent mode=0o40755 uid=501 gid=20

dropbox_path: '/Users/alfriede/Library/CloudStorage/Dropbox'

              real_path='/Users/alfriede/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/13/65c95p2d44j4f2qjsfhk0fyc0000gn/T'

         real_path='/private/var/folders/13/65c95p2d44j4f2qjsfhk0fyc0000gn/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 5253, in _setup_root_for_account

  File "desktop/dropbox/sync_root/helpers.py", line 511, in get_root_for_account

  File "desktop/dropbox/foundation/futures/basic.py", line 857, in result

  File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 121, 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/d56282a6-3c82-4a57-bf23-3abc212d1d2b." UserInfo={NSLocalizedDescription=No valid file provider found with identifier com.getdropbox.dropbox.fileprovider/d56282a6-3c82-4a57-bf23-3abc212d1d2b.}

[Nancy]

Hey @al f., I hope you’re doing well. 

Before we can investigate this further, can you confirm if you’ve already tried these steps? 

Let me know, and we’ll take it from there.

[al f.]

Correct, and keep in mind this was all working until the 12.6.5 update or perhaps the update just before it. I'm also a pro IT and Apple Tech for 25 years so I'm not someone who doesn't know how to troubleshoot issues like this to the point where if I can't figure it out and have to post on here, it's a big deal for me! 

Here's my error upon timing out - 

bn.BUILD_KEY: Dropbox

bn.VERSION: 173.4.6706

bn.constants.WINDOWS_SHELL_EXT_VERSION: 61

bn.is_frozen: True

machine_id: 0bdce52f-177b-550d-9a86-655ab452bb5f

pid: 6524

ppid: 1

uid: 501

user_info: pwd.struct_passwd(pw_name='alfriede', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='alfriede', pw_dir='/Users/alfriede', pw_shell='/bin/bash')

effective_user_info: pwd.struct_passwd(pw_name='alfriede', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='alfriede', pw_dir='/Users/alfriede', pw_shell='/bin/bash')

euid: 501

gid: 20

egid: 20

group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'alfriede', '_nsurlstoraged', '_serialnumberd'])

effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'alfriede', '_nsurlstoraged', '_serialnumberd'])

DYLD_LIBRARY_PATH: None

cwd: '/'

     real_path='/'

            mode=0o40755 uid=0 gid=0

     parent mode=0o40755 uid=0 gid=0

HOME: '/Users/alfriede'

appdata: '/Users/alfriede/.dropbox/instance6'

         real_path='/Users/alfriede/.dropbox/instance6'

                mode=0o40700 uid=501 gid=20

         parent mode=0o40755 uid=501 gid=20

dropbox_path: '/Users/alfriede/Library/CloudStorage/Dropbox'

              real_path='/Users/alfriede/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/13/65c95p2d44j4f2qjsfhk0fyc0000gn/T'

         real_path='/private/var/folders/13/65c95p2d44j4f2qjsfhk0fyc0000gn/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 5253, in _setup_root_for_account

  File "desktop/dropbox/sync_root/helpers.py", line 511, in get_root_for_account

  File "desktop/dropbox/foundation/futures/basic.py", line 857, in result

  File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 121, 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/d56282a6-3c82-4a57-bf23-3abc212d1d2b." UserInfo={NSLocalizedDescription=No valid file provider found with identifier com.getdropbox.dropbox.fileprovider/d56282a6-3c82-4a57-bf23-3abc212d1d2b.}

[Walter]

Hey @al f., sorry to jump in here, but would it be OK if we reached out via email to have a further look internally at this point? 

[Dech]

have the same problem after running the update my Dropbox will not start... Exactly the same error.. I had to delete my Dropbox as it got stuck in Sync. After reloading the error happened...

problem is: it loads into applications, Its should load into the CloudStorage folder

I.E error- cannot find the folder..

dropbox_path: '/Users/alfriede/Library/CloudStorage/Dropbox'

              real_path='/Users/alfriede/Library/CloudStorage/Dropbox'

                    not found.....................................

[Walter]

Hey @Dech, sorry to hear about this.

Can you confirm that you've already tried these steps and you rebooted your computer?

[Dech]

Hi Walter

I managed to fix my DB. I reloaded my Mac to Ventura 13.3, added DB app, which added the app into the application folder, then updated to 13.3.1. I then updated my DB which put my DB folder into the cloud storage folder. Then it all started to work.. thank you for your reply…

[Megan]

Awesome news @Dech! 

If you need anything else, we'll be one post away!