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Starting with macOS 10.13.2, Apple gave MDM administrators the ability to automatically whitelist any desired Kernel Extensions so that the user would not be prompted to allow the extension manually.
We do this to our machines in the field and, when enabling Smart Sync, Dropbox does not seem to notice that it's extension is already whitelisted. The user is still prompted to Manually Allow the Dropbox System Extension which they can't do because the extension has already been allowed (the option to manually allow doesn't show up in System Preferences). This puts them in a situation where they can only enable Smart Sync by canceling the Allow System Extension Prompt from Dropbox and clicking that they don't want to use Smart Sync, and then going into the Dropbox app settings and enabling Smart Sync in there.
Please fix this so that Dropbox can notice that it's system extension is already approved and not prompt to user to allow it.
Thanks for the additional information @mlavine - I appreciate your elaborate explanation and clarifications on this.
I have passed all of your comments to the agent handling your case in order to get to the bottom of this in a timely fashion. Please get back to them with any information you think might help our investigation.
Thank you.
Walter
Community Moderator @ Dropbox
dropbox.com/support
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Lusil
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Hey there @mlavine - how are you today?
Are you by any chance using a graphics tablet or 3rd party mouse to perform these actions in the first place?
Here's some additional information I was able to find about this behavior - you can always have a look in the original thread for more context and also take a look at this thread from the Apple's support forum for more information about your Mac devices' kernel extensions.
In order to resolve your issue now, all you need to do is to follow these steps:
spctl kext-consent add G7HH3F8CAK
Walter
Community Moderator @ Dropbox
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Hi Walt3R,
Thanks for your reply. This issue is unrelated to using third-party drivers, although I am aware of the various security-based changes to macOS that would prompt you would to bring that up.
The issue is not that the user cannot approve the Dropbox Kernel Extension. The issue is that the extension is already approved via Configuration Profile and Dropbox does not notice. Because of this, Dropbox still prompts the user to manually allow the kernel extension by opening System Preferences and clicking "Allow" so that the extension so that Smart Sync can be used. This is something the user will never be able to do because the extension has already been allowed and therefore needs no approval to run, thus never shows up in System Preferences.
This causes a lot of confusion among users because Dropbox is prompting them to do something that cannot be done. The only way to get out of this impossible situation is to cancel out of setting up Smart Sync (thus enabling normal syncing and causing the app to start downloading everything) and then going into the Dropbox app settings and enabling Smart Sync there.
Thanks for the additional information @mlavine - I appreciate your elaborate explanation and clarifications on this.
I have passed all of your comments to the agent handling your case in order to get to the bottom of this in a timely fashion. Please get back to them with any information you think might help our investigation.
Thank you.
Walter
Community Moderator @ Dropbox
dropbox.com/support
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This is still an issue. In order to get past the dialog box to allow, I had to delete the Dropbox permissions in Accessibility.
Sorry to hear you're having issues with this @amartin253.
Could you provide some additional information about your setup and if you've done any troubleshooting on your own already?
On a side note, would it be OK if I reached out via email to your Dropbox associated address so we can have a further look into this with all of our tools at my disposal?
Thanks!
Walter
Community Moderator @ Dropbox
dropbox.com/support
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Thanks for the additional information Adam - it's most appreciated!
While I won't be able to have a video call with you (our current channels include phone, chat and email support while you can always post on our Social media too), I've just sent you a brief message to your Dropbox associated email address in order to have a better look into this.
Whenever you find some spare time, please take a look at your inbox and we'll take it from there.
Walter
Community Moderator @ Dropbox
dropbox.com/support
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Hi there!
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