"Dropbox cannot start / Dropbox ran into a connection issue" error (macOS Monterey)

[Davide_Saraceno]

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

[superudi]

bn.BUILD_KEY: Dropbox
bn.VERSION: 170.3.5866
bn.constants.WINDOWS_SHELL_EXT_VERSION: 61
bn.is_frozen: True
machine_id: 2ba58c91-9ffd-5995-9a85-2f71172cabe2
pid: 3748
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='udi', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Udi Avital', pw_dir='/Users/udi', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='udi', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Udi Avital', pw_dir='/Users/udi', 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', '_serialnumberd'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_serialnumberd'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/udi'
appdata: '/Users/udi/.dropbox/instance1'
real_path='/Users/udi/.dropbox/instance1'
mode=0o40700 uid=501 gid=20
parent mode=0o40700 uid=501 gid=20
dropbox_path: '/Users/udi/Library/CloudStorage/Dropbox'
real_path='/Users/udi/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/hj/yp7t33cs46351dxh18sgcpcr0000gn/T'
real_path='/private/var/folders/hj/yp7t33cs46351dxh18sgcpcr0000gn/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 820, in wrapper
File "dropbox/client/main.pyc", line 6323, in finish_dropbox_boot
File "dropbox/client/message_queue.pyc", line 306, in _wrapped
File "dropbox/client/main.pyc", line 5865, in _init_components_for_account
File "dropbox/client/main.pyc", line 5789, 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 243, in __init__
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 324, 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 487, 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: Error Domain=com.dropbox.fileprovider.error Code=5 "(null)" UserInfo={NSUnderlyingError=0x6000031c0b70 {Error Domain=NSCocoaErrorDomain Code=4097 "Error while sending fetchServicesForItemID:completionHandler:" UserInfo={NSDebugDescription=Error while sending fetchServicesForItemID:completionHandler:, NSUnderlyingError=0x6000031c1ce0 {Error Domain=NSCocoaErrorDomain Code=4097 "connection from pid 3898 on anonymousListener or serviceListener" UserInfo={NSDebugDescription=connection from pid 3898 on anonymousListener or serviceListener}}}}}

[Emmet]

Hi @superudi,

Thank you for bringing this to our attention. The error you’re encountering is temporary and should be fixed by restarting the Dropbox desktop app. Our engineers are aware of the problem and are working to resolve it as soon as possible.

If the issue persists following the restart, please let us know and we can investigate further.

Regards,

Emmet 

[andydp]

mine doesn't start neither (reboot or restarting dropbox doesn't help)

OS: MacOS Ventura 13.3.1

bn.BUILD_KEY: Dropbox

bn.VERSION: 173.2.3030

bn.constants.WINDOWS_SHELL_EXT_VERSION: 61

bn.is_frozen: True

machine_id: f6df1b1c-8aca-5cad-b4f7-833809dd8382

pid: 44795

ppid: 1

uid: 501

user_info: pwd.struct_passwd(pw_name='adepetter', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Andy De Petter', pw_dir='/Users/adepetter', pw_shell='/bin/zsh')

effective_user_info: pwd.struct_passwd(pw_name='adepetter', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Andy De Petter', pw_dir='/Users/adepetter', 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', 'adepetter', '_avectodaemon', '_cyberarkepm', '_defendpoint'])

effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'adepetter', '_avectodaemon', '_cyberarkepm', '_defendpoint'])

DYLD_LIBRARY_PATH: None

cwd: '/'

     real_path='/'

            mode=0o40755 uid=0 gid=0

     parent mode=0o40755 uid=0 gid=0

HOME: '/Users/adepetter'

appdata: '/Users/adepetter/.dropbox/instance1'

         real_path='/Users/adepetter/.dropbox/instance1'

                mode=0o40700 uid=501 gid=20

         parent mode=0o40755 uid=501 gid=20

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

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

                    mode=0o40700 uid=501 gid=20

              parent mode=0o40755 uid=501 gid=20

sys_executable: '/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/MacOS/Dropbox'

                real_path='/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/MacOS/Dropbox'

                      mode=0o100755 uid=501 gid=20

                parent mode=0o40755 uid=501 gid=20

trace.__file__: '/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'

                real_path='/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'

                      not found

                parent not found

tempdir: '/var/folders/4_/3pvq_rjs7ns4s_7w01lygcx80000gn/T'

         real_path='/private/var/folders/4_/3pvq_rjs7ns4s_7w01lygcx80000gn/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 824, in wrapper

  File "dropbox/client/main.pyc", line 6358, in finish_dropbox_boot

  File "dropbox/client/message_queue.pyc", line 306, in _wrapped

  File "dropbox/client/main.pyc", line 5900, in _init_components_for_account

  File "dropbox/client/main.pyc", line 5824, 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 243, in __init__

  File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 324, 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 487, 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: Error Domain=com.dropbox.fileprovider.error Code=5 "(null)" UserInfo={NSUnderlyingError=0x600002513510 {Error Domain=NSFileProviderInternalErrorDomain Code=12 "(null)"}}

[Hannah]

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

Is it possible that you might have any security apps installed on your computer, like a VPN, antivirus, firewall etc. that might be blocking the Dropbox app?

If you do, can you disable them temporarily, to see if that helps?

[andydp]

no joy

when I disable my antivirus, it does start but:

- it claims it can't sync (icon with cross in task bar on Mac)

- it does sync 🙂

and quite some dropbox processes running:

/Applications/Dropbox.app/Contents/PlugIns/DropboxFileProvider.appex/Contents/MacOS/DropboxFileProvider -AppleLanguages ("en-BE")

/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/MacOS/Dropbox /newerversion

/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/Frameworks/Dropbox Helper (Renderer).app/Contents/MacOS/Dropbox Helper (Renderer)

/Applications/Dropbox.app/Contents/PlugIns/DropboxFileProvider.appex/Contents/MacOS/DropboxFileProviderCH

/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/Frameworks/Dropbox Helper (Renderer).app/Contents/MacOS/Dropbox Helper (Renderer)

/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/Frameworks/Dropbox Helper (Renderer).app/Contents/MacOS/Dropbox Helper (Renderer)

/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/Frameworks/Dropbox Helper.app/Contents/MacOS/Dropbox Helper

/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/Frameworks/Dropbox Helper (GPU).app/Contents/MacOS/Dropbox Helper (GPU)

/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/MacOS/Dropbox

/Users/adepetter/Library/Application Support/Dropbox/Dropbox.app/Contents/XPCServices/DropboxActivityProvider.xpc/Contents/MacOS/DropboxActivityProvider

[Jay]

Hi @andydp, could you try reinstalling the app, without uninstalling it first, using this link, to see if this helps?

[andydp]

looks like that did the trick 🙂

thx

[superudi]

Hi Emmet

I tried everything – reinstalling the app, restart, system update – nothing solves the problem.

I don't have access to my personal Dropbox for more than two months now from my Macbook.

Please help.

[Walter]

Hey @superudi, sorry to hear about this.

May we reach out via email to have a further look internally? 

[superudi]

Yes I would love that. Do you need my email address? I guess you already have it