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I can't start the Dropbox app

I can't start the Dropbox app

loftybecker
New member | Level 2

Dropbox couldn't start and put up a box saying "Please contact Dropbox support with the following info," which is apparently an error log. But how do I contact them?

 

Screen Shot 2020-11-05 at 5.49.25 PM.png

1 Accepted Solution

Accepted Solutions

Re: How to contact Dropbox support

Здравко
Super Collaborator | Level 20

Hi @loftybecker,

Try following in terminal (line by line):

sudo chflags -R noschg ~/Dropbox
sudo chflags -R nouchg ~/Dropbox
sudo chown -R "$USER" ~/Dropbox
chmod -RN ~/Dropbox
chmod -R u+rw ~/Dropbox

What is the result? 🤔

Hope this helps.

View solution in original post

4 Replies 4

Re: How to contact Dropbox support

Jay
Dropboxer

Hi @loftybecker, thanks for joining the Community!

 

You can see all your support options on this page when you login to your account.

 

Regarding the image, could you click the blue link and copy/paste the error log in a reply so i can assist further?

 

This way I can see what is causing the issue.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: How to contact Dropbox support

loftybecker
New member | Level 2

Thanks, Jay!

Here's the log

 

bn.BUILD_KEY: Dropbox

bn.VERSION: 108.4.453

bn.constants.WINDOWS_SHELL_EXT_VERSION: 46

bn.is_frozen: True

machine_id: 0a06ec00-c92a-5e88-b467-e2c4d14da637

pid: 1590

ppid: 1

uid: 501

user_info: pwd.struct_passwd(pw_name='lofty', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Loftus Becker', pw_dir='/Users/lofty', pw_shell='/bin/bash')

effective_user_info: pwd.struct_passwd(pw_name='lofty', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Loftus Becker', pw_dir='/Users/lofty', 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/lofty'

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

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

               mode=0o40700 uid=501 gid=20

         parent mode=0o40700 uid=501 gid=20

dropbox_path: '/Users/lofty/Dropbox'

              real_path='/Users/lofty/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/y7/83ysxcvd571gvcps3t2z3fwm0000gn/T'

         real_path='/private/var/folders/y7/83ysxcvd571gvcps3t2z3fwm0000gn/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 805, in wrapper

  File "dropbox/client/main.pyc", line 6583, in finish_dropbox_boot

  File "dropbox/client/main.pyc", line 6032, in _init_components_for_account

  File "dropbox/client/main.pyc", line 5983, in create_sync_engine

  File "dropbox/sync_engine_boundary/factory.pyc", line 261, in make_sync_engine

  File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc", line 342, in __init__

  File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 179, in __init__

  File "dropbox/sync_engine/nucleus/classic_client/modern_client/base.pyc", line 139, in __init__

  File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 221, in __init__

  File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 591, in _init_new_engine_locked

  File "dropbox/sync_engine/nucleus/thin_client/client.pyc", line 145, in __init__

  File "extensions/nucleus/nucleus_python.pyx", line 87, in nucleus_python.NucleusSyncEngine.__cinit__

nucleus_python.SyncEngineError: "Initializing engine |>> Initializing filesystem |>> Marking .dropbox.cache as ignored |>> Writing to xattr |>> fsetxattr syscall: write_xattr |>> Permission denied"

Re: How to contact Dropbox support

Здравко
Super Collaborator | Level 20

Hi @loftybecker,

Try following in terminal (line by line):

sudo chflags -R noschg ~/Dropbox
sudo chflags -R nouchg ~/Dropbox
sudo chown -R "$USER" ~/Dropbox
chmod -RN ~/Dropbox
chmod -R u+rw ~/Dropbox

What is the result? 🤔

Hope this helps.

Re: How to contact Dropbox support

loftybecker
New member | Level 2

Did the job, thanks!

 

Lofty

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Top contributors to this post

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    loftybecker New member | Level 2
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    Здравко Super Collaborator | Level 20
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    Jay Dropboxer
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