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Hi,
Dropbox app used to load at startup and work smoothly on my Mac but since a few weeks Dropbox can’t load at startup, giving the following error dialog:
"Dropbox cannot start / Dropbox ran into a connection issue"
I click OK and get another error dialog: "Couldn't start Dropbox. This may be a temporary error. Please restart Dropbox. For more information, click the help button.” so I get the error log (see below) and click OK.
After these steps I’m always able to open Dropbox app from the Applications folder and everything works fine.
So, my issue is only at startup time, when some sort of "connection issue” happens.
Please be aware that I’ve already done an advanced re-install (twice!) and all the necessary Accessibility/Full Disk Access/Files and Folders settings are ok.
Could you help me?
Thanks,
Davide
ERROR LOG:
bn.BUILD_KEY: Dropbox
bn.VERSION: 164.4.7914
bn.constants.WINDOWS_SHELL_EXT_VERSION: 58
bn.is_frozen: True
machine_id: 66e79de1-ab71-531b-992f-a38302c1a335
pid: 522
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='davide', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Davide Saraceno', pw_dir='/Users/davide', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='davide', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Davide Saraceno', pw_dir='/Users/davide', 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'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/davide'
appdata: '/Users/davide/.dropbox/instance2'
real_path='/Users/davide/.dropbox/instance2'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
dropbox_path: '/Users/davide/Library/CloudStorage/Dropbox'
real_path='/Users/davide/Library/CloudStorage/Dropbox'
mode=0o40700 uid=501 gid=20
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/mn/ph2x348500l0qcmb5jl0bx2r0000gn/T'
real_path='/private/var/folders/mn/ph2x348500l0qcmb5jl0bx2r0000gn/T'
mode=0o40755 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 807, in wrapper
File "dropbox/client/main.pyc", line 6259, in finish_dropbox_boot
File "dropbox/client/message_queue.pyc", line 306, in _wrapped
File "dropbox/client/main.pyc", line 5801, in _init_components_for_account
File "dropbox/client/main.pyc", line 5725, in create_sync_engine
File "dropbox/sync_engine_boundary/factory.pyc", line 225, in make_sync_engine
File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc", line 245, in __init__
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 322, in __init__
File "dropbox/client/gandalf/legacy.pyc", line 296, in add_on_changed_callback
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 473, in _update_feature_configs
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_thin_client.pyc", line 286, in UpdateFeatureConfigForFswRules
File "dropbox/sync_engine/nucleus/thin_client/fp_client.pyc", line 236, in __getattr__
dropbox.sync_engine.nucleus.thin_client.exceptions.NucleusConnectionTimeoutError: Nucleus clients are not running. Connection error: None
Is there an email I can send it to please?
Is there an email address I can send the logs please? Thank you.
Hi @PG23, when you try to respond back to us here, in the Community; you should be able to click the camera-like icon and attach your screenshots.
Megan
Community Moderator @ Dropbox
dropbox.com/support
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For some reason it all seems to be working fine, so you can ignore my request. Thank you for the support. Peter
Hi Hannah, I got the same problem with my Dropbox. Could you please share with me the solution? I don't have access to my Dropbox since the latest update.
Hi @PG23, do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?
Jay
Community Moderator @ Dropbox
dropbox.com/support
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Hi, no I do not. I am browsing as usual from my Macbook Pro via a regular internet connection. It all worked fine for years, but now something has changed and I lost all connection from this computer. only thing I can think of is that it happened days after I opted-in to some new update you suggested me. Since Saturday I can't access my files from the iOS app in my mac nor the finder folder.
What should I do?
Are you getting any error logs via a blue text link when attempting to load the app?
Jay
Community Moderator @ Dropbox
dropbox.com/support
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Yes I am getting the same error logs as in the post I replied on. Is this chat private? Can I copy/paste the log here? Or there is nothing private in the log?
The logs are safe to post on the site, please feel free to do so.
Jay
Community Moderator @ Dropbox
dropbox.com/support
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Hi there!
If you need more help you can view your support options (expected response time for a ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
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