Dropbox Crashing on startup on macOS 10.15.3

[JeremyWxBaker]

Dropbox is crashing on startup since I updated to macOS 10.15.3.

I have Early Releases turned off, and I have downloaded and installed the latest stable version. I have restarted my Macbook Air.

Unfortunately, Dropbox is still crashing.

Any ideas?

[Lusil]

Hey @JeremyWxBaker, thanks for reaching out to us about this.

Since you've tried installing the stable version of the desktop app (great work on the initial troubleshooting by the way), could you can also give an advanced reinstall a shot? Maybe that will do the trick.

Please bear in mind that if you're on a Basic (free) account, there's a three device limit and you'll have to make sure that you've got less than three devices connected to proceed.

Let me know how it goes!

[JeremyWxBaker]

Hi.

I am a Dropbox Pro subscriber.

I did an advanced reinstall in October 2019 for similar issues. I will do it again now, but I don't want to keep having to do this if I have similar issues in future, so would appreciate a discussion / further diagnositics to identify what the cause of this might be.

Regards

Jeremy

[Lusil]

Thanks for writing back, @JeremyWxBaker. 

I understand that this may not be ideal, however, I'm more than happy to send you a ticket to investigate this a bit more in-depth if you're still having trouble running the Dropbox desktop app on your computer. 

Just give me a shout and I'll make sure to get back to you as soon as possible. Thanks again!

[JeremyWxBaker]

Hello

I used advanced reinstall, and it worked - for about a day.

Unfortunately this morning Dropbox crashed again, and I have the same issue as before.

I would appreciate any further help you can provide.

[Lusil]

Thanks for keeping me in the loop, @JeremyWxBaker. 

I've followed up with a ticket, so when you have the chance, check your inbox and we'll take it from there. 

Looking forward to hearing back from you!

[John W.80]

Curious if this ever got resolved. It sounds at least somewhat similar to my problem.

On a Macbook Air 2018. 10.15.3 and dropbox randomly (it seems) crashes. I'll go to check sync and oh, it's not running.

I relaunch the app it runs for a bit, sometime later I look, no longer running.

[Lusil]

Hey @John W.80, thanks for nudging us on this thread and sorry to hear that you're having trouble with running the desktop app. 

Could you check if there's a security app or an antivirus hindering the desktop app from running normally by temporarily disabling/closing it?

Could you also make sure that your firewall is configured to work with Dropbox? You can have a look at this article for more info. 

Let me know how it goes - thanks!

[John W.80]

Hi Lusil,

No AV or security stuff. I did notice these errors in the console. Firewall good.

I have an external GPU. At the time of these errors nothing was going on, no disconnecting from the GPU etc.

[0311/153342.216023:ERROR:cache_util.cc(140)] Unable to move cache folder GPUCache to old_GPUCache_000
[0311/153342.223036:ERROR:disk_cache.cc(184)] Unable to create cache
[0311/153342.223807:ERROR:shader_disk_cache.cc(622)] Shader Cache Creation failed: -2
[0312/141031.848395:ERROR:cache_util.cc(140)] Unable to move cache folder GPUCache to old_GPUCache_000
[0312/141031.849324:ERROR:disk_cache.cc(184)] Unable to create cache
[0312/141031.849508:ERROR:shader_disk_cache.cc(622)] Shader Cache Creation failed: -2
[0312/141043.062042:ERROR:cache_util.cc(140)] Unable to move cache folder GPUCache to old_GPUCache_000
[0312/141043.062692:ERROR:disk_cache.cc(184)] Unable to create cache
[0312/141043.062809:ERROR:shader_disk_cache.cc(622)] Shader Cache Creation failed: -2
[0312/141722.404078:ERROR:cache_util.cc(140)] Unable to move cache folder GPUCache to old_GPUCache_000
[0312/141722.449504:ERROR:disk_cache.cc(184)] Unable to create cache
[0312/141722.453439:ERROR:shader_disk_cache.cc(622)] Shader Cache Creation failed: -2
[0312/141733.595046:ERROR:cache_util.cc(140)] Unable to move cache folder GPUCache to old_GPUCache_000
[0312/141733.600435:ERROR:disk_cache.cc(184)] Unable to create cache
[0312/141733.602975:ERROR:shader_disk_cache.cc(622)] Shader Cache Creation failed: -2
[0312/195136.927946:ERROR:cache_util.cc(140)] Unable to move cache folder GPUCache to old_GPUCache_000
[0312/195136.929230:ERROR:disk_cache.cc(184)] Unable to create cache
[0312/195136.929405:ERROR:shader_disk_cache.cc(622)] Shader Cache Creation failed: -2
[0313/123404.414743:ERROR:cache_util.cc(140)] Unable to move cache folder GPUCache to old_GPUCache_000
[0313/123404.416349:ERROR:disk_cache.cc(184)] Unable to create cache
[0313/123404.416770:ERROR:shader_disk_cache.cc(622)] Shader Cache Creation failed: -2

[Lusil]

Thanks for getting back to me, @John W.80. 

Could you also check if you have the latest stable version installed (92.4.382) by hovering over your Dropbox icon that's next to your computer's clock?

If you find that you're on the beta version (recognized by xx.3.xx), meaning that you've opted in to Early Releases, could you try opting out and installing the latest stable version, instead? Maybe that will do the trick. 

To do this:

1. Log in to the website.
2. Click on you account picture/avatar at the top right corner of the page.
3. Select Settings.
4. From the General tab, scroll down and uncheck the box next to Include me in early releases.
5. Install the latest stable version of the desktop app.

Let me know how it goes - thanks!