Dropbox vs. Ventura nightmare (191.4.4995)

[tomgrin74]

Welp, week two and the "new" Dropbox update continues to reek havoc on my iMac. I've read a lot of community threads, and can already weed out that this is not a "beta" version. I've installed DB version 191.4.4995, on Ventura 13.6.1, and now I've updated to Ventura 13.6.4. After countless system restarts, the Dropbox icon in the top menu bar is constantly grayed out while the Sync History tab says "Starting." Hours go by and nothing happens. Meanwhile, I can not access any files in my Finder that are from DB folders. 

Please tell me there's a fix for this. I went a long round with support last week, and they instructed me to do a Terminal command process to look for "Symlinks" (which I said I would not do because it did not make sense with what I was experiencing), and then out of nowhere, all of a sudden, DB just started working. That lasted for the afternoon but the next day on restart it was back to the beginning again. 

This has kept my iMac's fan constantly spinning up and CPU usage spiking. "fileproviderd" has constantly been over 100% of CPU usage. And "rtcreportingd" has sometimes jumped way up, other times been around 17% of CPU usage.  

[Jay]

Hi @tomgrin74, thanks for bringing this to our attention.

As you've already been in contact with the support team recently, I'd recommend continuing your communication with them so that they can move onto further steps.

If you have any further queries, feel free to message back.

[tomgrin74]

Thanks, but wouldn't it be helpful to others in the community to track it here? It seems like sending me back to a chat or email trade is silo'ing off your team's approach to resolving this—which to be honest, my fear is that there simply is not going to be great integration between the new DB desktop app upgrade and Apple OS's. 

[Walter]

Hey @tomgrin74 - sorry to jump in here, but could you share your ticket's ID so that we can look it up in our system?

As for the issue you're facing, have you tried fixing your hard-links and permissions since you first noticed it? 

[tomgrin74]

Sorry, I don't know what my chat transcript ID was from the other day. You'd have to look that up by my user account. 

The "hard-links and permissions" article that you linked me to is for Windows, I'm on Mac OS Ventura. So I would need something more specific for Apple users. 

Btw - Dropbox desktop app has just be running for hours and is still on "Starting" under the Sync History tab. And when I click the top menu tray icon, it shows me not logged in. But if I try to "Sign in" nothing happens. I've tried quitting the app and restarting it, same problem.  See screen shot. 

"Starting" - and not "Signed in" even though I try to Sign In, nothing happens

[tomgrin74]

"fileproviderd" is constantly using over 100% CPU usage. 

[tomgrin74]

Ok, apologies, after a second, closer look, I did find the Mac instructions in that article you shared with me. Repairing Hard Links does not work, it gives an error. But repairing Permissions did work successfully. However, then I tried to repair Hard Links, and it still gives an error and says to reach out to support. 

[Walter]

Could you check your email's  inbox and see if you can find your email interaction with our support team @tomgrin74? If you chatted with a member of the support team you should have received an email with a ticket number as a reference.

I'm only asking as at this point we'd need to revert to email communication to further assist with account and device specific information. 

[tomgrin74]

Hi Walter, while I appreciate direct communications, I just want to go on record here saying (for other Mac OS Ventura users) so that when they search for this issue in the Community, they don't find a dead end like I have in the past. 

I checked my email but must have deleted that transcript from Chat. Should I re-open a new Chat, or how do we transfer this into an email thread without me having to explain it all over again? I appreciate your help because this is extremely frustrating and time consuming for something that only happened after I updated to the new Mac Desktop app for Dropbox. 

[Walter]

In that case, may I reach out via email from my end to have a further look internally at this point @tomgrin74?