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Dropbox is not opening after installing Catalina

New member | Level 2
New member | Level 2

Hi,

I have just installed the MacOS Catalina, and now my Dropbox app is not opening anymore. I have reinstalled it, but still not opening. 

What shall I do?

Thank you.

1 Accepted Solution

Accepted Solutions
Highlighted

Re: Dropbox is not opening after installing Catalina

Dropboxer
Dropboxer

Hello there @AncaLupes,

I'm sorry to hear you're having trouble with this, let's see what we can do!

Firstly, could you just let me know if you're receiving any error messages when you try and launch the desktop app? If you do, there should be a blue hyperlink within the error dialogue which will give you the full error log so please reply with the full log here.

Otherwise, if you're not getting any error messages, I'd suggest trying an advanced reinstall of the desktop app with the steps outlined here.

Let me know what you find and we'll go from there - thanks!


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


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View solution in original post

32 Replies 32
Highlighted

Re: Dropbox is not opening after installing Catalina

Dropboxer
Dropboxer

Hello there @AncaLupes,

I'm sorry to hear you're having trouble with this, let's see what we can do!

Firstly, could you just let me know if you're receiving any error messages when you try and launch the desktop app? If you do, there should be a blue hyperlink within the error dialogue which will give you the full error log so please reply with the full log here.

Otherwise, if you're not getting any error messages, I'd suggest trying an advanced reinstall of the desktop app with the steps outlined here.

Let me know what you find and we'll go from there - thanks!


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

Highlighted

Re: Dropbox is not opening after installing Catalina

New member | Level 2
New member | Level 2

Help - I have the same issue and I use it for work - can you give me a step by step how to deal with this??

 

Here is error log:

 

bn.BUILD_KEY: Dropbox
bn.VERSION: 82.4.155
bn.DROPBOXEXT_VERSION: failed
bn.is_frozen: True
machine_id: e05eb453-b037-5a5d-8473-b2a63b782379
pid: 3919
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='iainjamieson', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Iain Jamieson', pw_dir='/Users/iainjamieson', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='iainjamieson', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Iain Jamieson', pw_dir='/Users/iainjamieson', 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', 'iainjamieson'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'iainjamieson'])
DYLD_LIBRARY_PATH: None
cwd: '/'
     real_path='/'
            mode=0o40755 uid=0 gid=80
     parent mode=0o40755 uid=0 gid=80
HOME: '/Users/iainjamieson'
appdata: '/Users/iainjamieson/.dropbox/instance2'
         real_path='/Users/iainjamieson/.dropbox/instance2'
                mode=0o40700 uid=501 gid=20
         parent mode=0o40700 uid=501 gid=20
dropbox_path: '/Volumes/Wee fast hard drive/Dropbox'
              real_path='/Volumes/Wee fast hard drive/Dropbox'
                    mode=0o40700 uid=501 gid=20
              parent mode=0o40775 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-resources/python-packages-37.zip/dropbox/client/ui/common/boot_error.pyc'
                real_path='/Applications/Dropbox.app/Contents/Resources/python-resources/python-packages-37.zip/dropbox/client/ui/common/boot_error.pyc'
                      not found
                parent not found
tempdir: '/var/folders/t7/sjbhjgkj315c0vm4bf5f8s3w0000gn/T'
         real_path='/private/var/folders/t7/sjbhjgkj315c0vm4bf5f8s3w0000gn/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 787, in wrapper
  File "dropbox/client/main.pyc", line 6570, in finish_dropbox_boot
  File "dropbox/client/main.pyc", line 6037, in _init_components_for_account
  File "dropbox/sync_engine_boundary/factory.pyc", line 328, in make_sync_engine
  File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc", line 393, in __init__
  File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 212, in __init__
  File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 621, in _init_new_engine_locked
  File "dropbox/sync_engine/nucleus/thin_client/client.pyc", line 131, in __init__
  File "nucleus_python.pyx", line 85, in nucleus_python.NucleusSyncEngine.__cinit__
nucleus_python.SyncEngineError: Initializing engine |>> Initializing platform |>> Opening Dropbox directory |>> Permission denied

 

Highlighted

Re: Dropbox is not opening after installing Catalina

New member | Level 2
New member | Level 2

Thank you Daphne. The advanced reinstall worked!

Highlighted

Re: Dropbox is not opening after installing Catalina

New member | Level 2
New member | Level 2

Hi @IainJ,

i followed the steps as shown here and it worked.

A

Highlighted

Re: Dropbox is not opening after installing Catalina

Dropboxer
Dropboxer

I'm glad to hear that worked for you @AncaLupes2!

Thanks for updating us here too to let us know that this worked for you. I'm sure that this will be useful for those also having the same issue.

That being said, thanks for sharing the error log here @IainJ! From what I can see, I'd suggest an advanced reinstall to see if that does the trick. As mentioned, the steps to perform an advanced reinstall can be found here.

Let me know how it goes - thanks!


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.

Highlighted

Dropbox won't start after installing catalina

Explorer | Level 4

Hello, first: I know there is another post with the same title and issue.

here 

I tried the solution given there and it worked... until the next time I started up may mac. The solution was a lot of work and took many hours, so I hope I won't have to do this every day..

Any suggestions?

 

Highlighted

Re: Dropbox won't start after installing catalina

New member | Level 2
New member | Level 2

I have the same experience. A lot of work without a real solution. Will there soon be a real solution or should I go to Google Drive or iCloud

Highlighted

Re: Dropbox won't start after installing catalina

Explorer | Level 4

I still have this problem. Thats why I pressed the button "still stuck?". Then a new thread emerged in which my post appeared.

My post in this new thread has now been moved this thread, therefore seeming "solved".

But my problem isn't solved :(

 

 

Highlighted

Re: Dropbox won't start after installing catalina

Dropboxer
Dropboxer

Hey there @rbrtbklr, sorry to hear that you're also having trouble with this. 

I just wanted to confirm with you if you're still experiencing the same behavior even after trying out an advanced reinstall on your computer. 

If you are, I'd be more than happy to follow up with a ticket so that we can have a better look into this together. 

Additionall, @schaal10, I just wanted to let you know that I was able to locate your support request and have made sure to pass your comments along. As soon as the specialized member of the team has more info on this, they'll get back to you via email. 

Thank you in advance, peeps!


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


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