Big Sur M1 MacBook Pro unable to sync, possible permissions errors

[mez-]

Hello,

I'm the admin of our Dropbox Business Advanced account. I already have the Dropbox app running perfectly on two Windows 10 Pro machines, and a MacBook Pro running macOS 10.14 Mojave. I haven't changed any of the account, group, or folder share permissions recently.

I recently got a new M1 MacBook Pro running Big Sur 11.2.3, and I can't get Dropbox to sync. Specifically, I can't get our team shared folders to sync. For some reason, my personal folder (that is, my personal folder within our Business account) syncs immediately, but the team shared folders appear in Finder, but are never populated. The folder icons are present, as are the right-click context menu entries. Accessibility and full disk access have been enabled. The Dropbox icon in the menu bar shows "Syncing..." indefinitely. I left it running for six hours yesterday before giving up.

Interestingly, the Dropbox desktop application shows a padlock on each shared folder and tells me that I "don't have permission to edit this folder", which is really strange. 

I definitely do have access! I set these folders up, and as I write this, I can access them from my other machines without issue.

I've tried reinstalling Dropbox, both the latest stable and current beta versions. I reset all the permissions and deleted the account settings as suggested by "Dan" in ticket 12168474 which I'm cc'd on (this involved using chown and chmod to reset some permissions before doing a clean reinstall).

I've also tried everything in the accepted solution from this thread:

https://www.dropboxforum.com/t5/Dropbox-files-folders/Dropbox-sync-stalling-on-Big-Sur/m-p/487587#M1...

Unfortunately none of this has worked, and I'm still seeing "Syncing...", but no files are appearing.

Any help very much appreciated.

[Jay]

Hi @mez-, thanks for contacting us!

I'd recommend getting in contact with the support team directly for further assistance on this matter.

They'll be able to investigate this in further detail on their end.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system!

[mez-]

Hi Jay, thanks for your reply. The ticket ID for this issue is #12180110.

[Jay]

Thanks for the update, I've gone ahead and prioritized the ticket to expedite matters on your behalf.

[Billy13]

Was this ever resolved?

I'm dealing with the same problem. Team folder will not sync and is locked. Team member has full access to this folder on another computer and through the web. 

[Megan]

Hey @Billy13, I hope you're doing well! 

Can you let me know more, in regards to your account's plan? 

Also, are you able to see the file when you log into your account on the web? 

Keep me posted!

[Billy13]

Dropbox for Teams.

Everyone else can see this folder and its contents. This folder is visible along with its contents on the web by this user and on other computers the same user is logged in under.

This is a new MacBook Pro M1 running at first, Big Sur, then upgraded to Monterey to see if that would help the issue.