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Cannot access desktop app on Mac

Explorer | Level 3

I have been using Dropbox for many years with no issues.

Now cannot access desktop app after updating platter hard drive to SSD on late 2012 mac mini OS X High Sierra 10.13.6.

A “Carbon Copy Clone” disk image was used to make the migration to SSD. SSD formatted to APFS.

At Mac start up the dropbox icon in the menu bar is greyed out and  a pop up window displays "Something went wrong” and attemped sign in results in same.

I have tried an advanced reinstall with no joy. I am on the free plan and do not have more than 3 devices signed in.

Thank you for your help

1 Accepted Solution

Accepted Solutions
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Re: Cannot access desktop app on Mac

Dropboxer
Dropboxer

I'm glad to hear you're up and running now @mac626!

If you need anything else, I'd be happy to help out.

Have a great day!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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View solution in original post

7 Replies 7
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Re: Cannot access desktop app on Mac

Dropboxer
Dropboxer

Hey there @mac626, I'm sorry to hear you're having issues with this!

Would you mind sending me a screenshot of the error message that you're getting when you try sign into your account via the desktop app?

Are you able to sign into your account online if you use the same credentials?

Let me know and we'll go from there!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Cannot access desktop app on Mac

Explorer | Level 3

Yes I can access via browser at dropbox.com. I can access on 2 other devices via the app.

Another thing I noticed is the dropbox folder is missing after the advanced reinstall. I deleted it before the install and it did not come back afterward. I searched for it and it does not show up. I also am sending a pix of the menu icon to show where I have been trying to sign in from. The error message appears after clicking the sign in icon in the middle.Error message.jpgMenu Icon .jpg

Highlighted

Re: Cannot access desktop app on Mac

Dropboxer
Dropboxer

Thanks for the screenshots @mac626!

Just out of curiosity, can you let me know how you're connecting to the Internet? I noticed that your WiFi doesn't seem to be connected.

Could you try connecting to a different WiFi network, or mobile data hotspot to see if there's any difference in the behaviour?

Keep me posted!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Cannot access desktop app on Mac

Explorer | Level 3

Hi Daphne,

I use ethernet only for desktops.

Dropbox is now working. I kept trying an advanced reinstall without success. I finally tried installing from Dropbox.com and it worked. I believe it had something to do with linking my account to the desktop app?

Thanks for your help,

Jerry

Highlighted

Re: Cannot access desktop app on Mac

Dropboxer
Dropboxer

I'm glad to hear you're up and running now @mac626!

If you need anything else, I'd be happy to help out.

Have a great day!


Daphne
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

View solution in original post

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Re: Cannot access desktop app on Mac

New member | Level 2
New member | Level 2

I have the same problem as @MAC626. I cant open the desktop app on my Apple desktop, so it cant be uninstalled. I get the same message: ie "something went wrong. Try again or check out our help Centre". I could not get sorted by Help Chatbox.

Highlighted

Re: Cannot access desktop app on Mac

Dropboxer
Dropboxer

Hey @Mac500, thanks for reaching out to us on this thread. 

 

Could you have a look at your Activity Monitor and close any third party apps that could be interacting with the desktop app? 

 

Once you do that, could you try uninstalling the desktop app once again?

 

Let us know how it goes, cheers!


Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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