Smart sync icons missing

[Jane]

Hey nc3, sure, that's why we're here!

If you've already done all the relevant troubleshooting (i.e. you've verified that you're running the latest stable version of the app on your desktop & you've made all OS updates, as well as set all the settings on the admin console, you may have a look at the this discussion here: https://www.dropboxforum.com/t5/Installation-and-desktop-app/Dropbox-Business-Icons-missing-Smart-Sy..., where this inquiry has been previously addressed in more depth. 

Hopefully this answers your question, though we’re always here in case you need further assistance, just keep us updated in your next message. Wishing you a lovely weekend ahead & welcome to the Dropbox Forum! 

[nc3]

Thanks Jane for the quick reply!

The first issue in the thread suffers from the same issue of being answered off-thread. Jones the Mac replies after the reply marked as the accepted solution saying that solution it didn't work (reinstall). He's then asked to submit a ticket and we never here of the resolution. 

The second issue from this thread is about the icons not showing on MacOS and the thread you linked to was trying to overcome a limitation specific to Windows Explorer.

I was more interested in what the solution was on the Mac for either Claire or Jones since reinstalling isn't working for me on Mac either.

[Jane]

Thanks for clarifying nc3, let me follow-up with you more closely! 

At this point, I’d assume that you’ve already checked all the possible solutions previously documented, so it’s my understanding that you’d like some hands-on assistance. You may keep in mind that the further troubleshooting steps may vary, as the cause of this discrepancy may be either external locations referenced inside the Dropbox folder, running a Beta version of the application &c. I’d happily check back with you through our Official Support channel & investigate the specifics of your configuration, so as to better address this issue. 

If you confirm that you’d like me to email you, in order to work on that together, I’ll make sure to get back in touch on my end. 

Thanks again & I’ll be awaiting your next reply on this discussion! 

[Brian B.39]

Hi Clarestirling,

I see that the Dropbox icon on your menu has a red exclamation on it.

Is the cause of that

1: a notification that your Smart Sync isn't configured in your Mac's Security&Privacy System preferences screen?

2: A notification that you have x (over 300,000) files to sync and it may take a lot of time to complete the sync?

3. or some other reason.

I have noticed that :

1. if Smart Sync hasn't completed the initial sync, that the icons on our files and folders dont appear

2. If the Smart Sync system extension hasn't been installed properly (unlocking the System&Privacy screen before clicking the "Allow" button to enable the extension) that the icons don't appear on files and folders.

[nc3]

Sure Jane, that's fine. Thanks.

[Jane]

Perfect, & thanks for your confirmation 

nc3

, I’ve made sure to create a support request on our system on your behalf. At your convenience, could you check your inbox for our latest message and let me know here if you have any issues locating the reply, so that we make sure to send that again? 

Thanks again for your posting on the Dropbox Forum & I'm looking forward to hearing back from you via email, so as to check your Smart Sync-related inquiry together. Happy Monday!

[clarestirling]

Hi Norah - I still need help - sorry I got busy and couldnt look at these emails - problem is still with me - I nee dhelp - is there an email I can contact you on?

[Norah]

Hi clarestirling, thanks for taking the time to write back in! 

I have followed up with a new email regarding your issue and we can continue troubleshooting there as soon as you are ready. 

Looking forward to your reply!