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Startup error on the Dropbox desktop app on macOS Monterey 12.6

Startup error on the Dropbox desktop app on macOS Monterey 12.6

JohnSmith4
Explorer | Level 3

Hello. My Mac is running on OS Monterey 12.6.

 

Today, I was cleaning out some of my files and I received the following message from Dropbox:

 

Error MessageError Message

 

"Couldn't start Dropbox.

This is usually because of a permissions error. Sorting your home folder on a network share can also cause an error.

Please contact Dropbox support with the following info for help:

/var/folders/ld/[sensitive data].txt"

 

The "sensitive data" above is a text file directly linked to my machine, which I don't feel comfortable putting on the internet.

 

I've done complete installs and uninstalls several times. Dropbox was given Full Disk Access in my System Preferences. I don't know what else to do. I can't see any way to access Dropbox support though, outside of the bot. Please help! Thank you.

13 Replies 13

Hannah
Dropbox Staff

Hey @JohnSmith4, thanks for bringing this to our attention.

 

No worries, I have just sent you an email, so we can look into this.

 

Make sure to get back to me, when you get a chance.

 

Thanks.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Michaelxc23
New member | Level 2

Same problem and their staff can not help me to solve this problem.

Walter
Dropbox Staff

Hey @Michaelxc23, sorry to hear about this.

 

Could you maybe share your ticket ID so that we can look it up in our system?

 

If you could also let us know any troubleshooting steps you may have attempted so far, I'd appreciate it. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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iff99
New member | Level 2

bn.BUILD_KEY: Dropbox
bn.VERSION: 169.4.5684
bn.constants.WINDOWS_SHELL_EXT_VERSION: 61
bn.is_frozen: True
machine_id: 44d2ff93-e52b-53cb-8dd6-87de40ee88fb
pid: 4816
ppid: 1
uid: 502
user_info: pwd.struct_passwd(pw_name='Eugene', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Евгений Иванов', pw_dir='/Users/Eugene', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='Eugene', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Евгений Иванов', pw_dir='/Users/Eugene', pw_shell='/bin/bash')
euid: 502
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'Eugene', '_xcsbuildagent', '_nsurlstoraged'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'Eugene', '_xcsbuildagent', '_nsurlstoraged'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/Eugene'
appdata: '/Users/Eugene/.dropbox/instance2'
real_path='/Users/Eugene/.dropbox/instance2'
mode=0o40700 uid=502 gid=20
parent mode=0o40700 uid=502 gid=20
dropbox_path: '/Users/Eugene/Library/CloudStorage/Dropbox'
real_path='/Users/Eugene/Library/CloudStorage/Dropbox'
not found
parent mode=0o40755 uid=502 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=502 gid=20
parent mode=0o40755 uid=502 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/15/z8mjhn_n5jjb8gxmvybnvt6c0000gp/T'
real_path='/private/var/folders/15/z8mjhn_n5jjb8gxmvybnvt6c0000gp/T'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 5185, 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 "Источник файлов с идентификатором «com.getdropbox.dropbox.fileprovider/c725b030-ccfd-465b-82ca-d990a27687dd» не найден." UserInfo={NSLocalizedDescription=Источник файлов с идентификатором «com.getdropbox.dropbox.fileprovider/c725b030-ccfd-465b-82ca-d990a27687dd» не найден.}

Megan
Dropbox Staff

Hi @iff99, thanks for taking the time to post here!

 

It seems you're getting a start-up error on your desktop app. Can you kindly follow the steps mentioned here, and let me know how it turned out? 

 

Keep me posted! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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iff99
New member | Level 2

Thanks!

SuuCh10
Explorer | Level 3

In the last 48 hours the dropbox app stop functioning. So I reinstalled. Still not working and this error message keeps coming up

 

Please help. thank you

 

And it has this info:

 

bn.BUILD_KEY: Dropbox
bn.VERSION: 175.4.5569
bn.constants.WINDOWS_SHELL_EXT_VERSION: 61
bn.is_frozen: True
machine_id: 67ce9a22-4aca-5ae7-9bdb-33160d650cfc
pid: 4209
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='***', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='***', pw_dir='/Users/***', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='***', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='***', pw_dir='/Users/***', 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', 'LSC2', '***', '_xcsbuildagent', '_xcscredserver'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'LSC2', '***', '_xcsbuildagent', '_xcscredserver'])
DYLD_LIBRARY_PATH: None
cwd: '/'
     real_path='/'
            mode=0o40755 uid=0 gid=0
     parent mode=0o40755 uid=0 gid=0
HOME: '/Users/***'
appdata: '/Users/***/.dropbox/instance1'
         real_path='/Users/***/.dropbox/instance1'
                mode=0o40700 uid=501 gid=20
         parent mode=0o40755 uid=501 gid=20
dropbox_path: '/Users/***/Library/CloudStorage/Dropbox'
              real_path='/Users/***/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/43/_mckq3312zg13jnmtkdytvc00000gn/T'
         real_path='/private/var/folders/43/_mckq3312zg13jnmtkdytvc00000gn/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 5333, in _setup_root_for_account
  File "desktop/dropbox/sync_root/helpers.py", line 514, 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/6157c53c-c9a3-40e6-b4d1-6698d2f331f3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/6157c53c-c9a3-40e6-b4d1-6698d2f331f3’.}

 

Megan
Dropbox Staff

Hi @SuuCh10, thanks for posting here! 

 

Can you please reboot your computer and then relaunch the Dropbox desktop app again, in order to remedy this?

 

Keep me posted, and we'll take it from there!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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SuuCh10
Explorer | Level 3

Hi

It's not working. I've rebooted my computer before I emailed you the first time and also after you've replied below. Still doesn't work.

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