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Smart Sync is Experiencing an Issue - macOS High Sierra

Explorer | Level 3

Have got stuck with "Smart Sync is Experiencing an Issue" error message on a number of Macs deployed to staff where they were setup with a new Mac and Dropbox with Smart Sync business accounts.  Apart from the error message, Dropbox is only syncing the files and folders if selected in Selective Sync. It is not pulling down the complete folder directory.

 

Dropbox 24/7 Mon-Fri phone support team log tickets only and will not provide over the phone technical support. This issue was first logged 15 July 2018. It is now 7 Aug 2018. Ticket #8132823 (inactive) and now Ticket #8205388 (active).

 

 

SUMMARY OF STEPS TAKEN/TRIED

Quit and restarted Dropbox app.

Restart Mac.

Reinstalled dropbox (newest version) with admin permissions.

Unlink the user account from Dropbox.

Advanced reinstall (tried but couldn't get the steps to complete on High Sierra).

Contacted Dropbox phone support and raised tickets.

Waiting 3+ weeks for ticket support to advise solution.

If I setup another user account and login to Dropbox with their account on the same physical computer, this user does not have the problem.

If I prepare a new computer for the affected user and they login to Dropbox, everything works fine.

Checked that System Extensions are enabled on the Mac as mentioned here.

Checked User Approved Kernel Extension Loading per this guide.

 

WORKAROUNDS

Only solution known to work is Reinstall MacOS via. restart > hold down Option-Command-R per this guide, then re-setup Mac as new, including new Dropbox install. This is my painful default go-to-solution after waiting interminably for Dropbox Support to provide support.

7 Replies 7
Highlighted

Re: Smart Sync is Experiencing an Issue - macOS High Sierra

Dropboxer
Dropboxer
Hey sparkster, thanks for checking in with us on the Community! 
 
I’d really like to help you out on the matter as much as possible, I understand that you’d need some more advanced troubleshooting after this point. For starters, I was able to check back on our system for your open ticket & I could see that your open request has currently reached our higher-level technicians. I’ve made sure to transfer your comments on your existing correspondence there & I’ve increased your support priority internally, so as to expedite matters for you. 
 
Following, as you’ve mentioned that you can’t get Smart Sync to work, can you please check back that you’ve enabled System extensions on your Mac? A similar behavior has been mentioned here previously, where the cause was attributed to remote management software & third party pointing device drivers. Additionally, this previous discussion might be of assistance to you, as the Dropbox installer/updater wants permissions to access /Library/Logs/DiagnosticReports.
 
I hope my reply has been helpful to you & I’m always here in case you need further assistance, just let me know on this discussion. Until we talk again, I’m wishing you a great week ahead! 

 


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

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
 Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Highlighted

Re: Smart Sync is Experiencing an Issue - macOS High Sierra

Explorer | Level 3

Sorry Jane. Those two suggestions didn't help. I have added them to the steps I have taken. If you can't provide technical support to resolve before COB Sydney, Australia time, I will just have to erase the Mac and start from scratch

Highlighted

Re: Smart Sync is Experiencing an Issue - macOS High Sierra

Explorer | Level 3

Still with me Jane? or is Dropbox only focussed on getting prepped for macOS Mojave? It would be helpful for your other customers to keep this discussion open rather than hiding it by moving onto email support.

Highlighted

Re: Smart Sync is Experiencing an Issue - macOS High Sierra

Dropboxer
Dropboxer
Thanks a lot for keeping me updated on the steps you’ve followed sparkster!
 
Please note that this discussion is still open & I will not close it until the issue is resolved for you. I’ve asked you to refer back to your email correspondence, as our team specialists handling the case have more advanced tools at their disposal & your request is already prioritized on our system. 
 
Thanks again for your patience! 

 


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

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
 Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Highlighted

Re: Smart Sync is Experiencing an Issue - macOS High Sierra

Explorer | Level 3

Gotcha. I will copy & paste all email correspondence back here. Note I haven't heard or received any support so far since my first post. Please don't respond unless it is with a solution

Highlighted

Re: Smart Sync is Experiencing an Issue - macOS High Sierra

Explorer | Level 3

Cookiecutter response arrived after waiting 4 days. Unfortunately I can't test this as i have already given up and erased the hard drive. Have copied below for the benefit of other users though...

 

Aug 8, 6:49 AM PDT:

Hi X,

My name is X and I'll be your point of contact moving forward for this.

Apologies for the delay in getting back to you.

Can you try the below instructions for the Advanced Reinstall please and let me know exactly what occurs when you try to do so? If you could provide a screenshot that would be extremely helpful.

Please save and quit all programs accessing files in the Dropbox folder, and then follow these instructions:

Note: Please be sure to take note or take a screenshot of any Selective Sync settings you may have applied as well as the location of your Dropbox folder (if not in the default location) prior to re-installing, as you will need to match these settings upon re-install.

  1. Stop Dropbox (If needed):

 

  • Click the Dropbox icon in the menu bar at the top of your screen
  • Click on the gear icon in the Notifications panel and select 'Quit Dropbox'

 

  1. Download the newest version:


https://www.dropbox.com/downloading

  1. Open your Terminal app (Located at /Applications/Utilities/Terminal)
  2. Copy and paste the following lines into the Terminal, ONE AT A TIME, and press ENTER after each one. PLEASE make sure you copy and paste these commands (don't type them by hand), as getting them wrong could cause some harm. You'll be prompted for your computer's admin password (not your Dropbox password) after entering the first command. Keep in mind that the password field in the terminal will remain blank as you type your password. After you type it, just press ENTER. You'll know that these instructions complete normally once the initial line of text (called prompt) comes up again:


sudo chown "$USER" "$HOME"

sudo chown -R "$USER" "/Users/Mark/Dropbox (Donor Republic)"

sudo chmod -R u+rw "/Users/Mark/Dropbox (Donor Republic)"

sudo mv ~/.dropbox ~/.Trash/dropbox.old

sudo chmod -N ~

sudo mv /Library/DropboxHelperTools ~/DropboxHelperTools.old

Please note that once the prompt displays, the instruction completed the requested task and is ready for the next command. If the command returns an error or does not respond after an hour, you may want to try restarting your computer and try these steps again.

  1. Delete the Dropbox application from the Applications folder. You may need to provide your computer password in order to perform this action.
  2. Open the .dmg file from step # 2 and double click the Dropbox icon to install Dropbox.
  3. When Dropbox has finished installing, during the initial setup and sign in process, apply any Selective Sync settings you may have had prior to the reinstall and select the Dropbox folder location (if not in the default location).


IMPORTANT NOTE: Because this process removes the previous settings and configuration, if you wish to avoid re-downloading your Dropbox content, you will need to manually choose the location for Dropbox to sync to, otherwise you will create a new Dropbox folder which will start to download your content again.

To select your already established folder on your drive, after signing in and choosing which folders to sync, and before you click on "Open my Dropbox folder", you should see an "Advanced Settings" link, click on this.

Then you can choose the parent folder of the already established Dropbox folder. For example, if you have your Dropbox folder in the path "/Volumes/DifferentPlace/Dropbox (Team)" you'll want to select the folder "/Volumes/DifferentPlace/".

At the end of this process, after clicking "Open my Dropbox folder", it might take some time to re-index the files and sync any pending changes.

Please note that any changes made to the files in the Dropbox folder, the web interface or other linked devices while the folder was "off-line", will generate conflicted copies:

https://www.dropbox.com/help/36

Finally, this process only works when linking to the exact same account that was previously linked to this computer. If you'd like to merge accounts, please refer to the following Help Center article:

https://www.dropbox.com/help/9104

If you have any additional questions please let me know and I’ll be happy to assist!

Thanks,

Highlighted

Re: Smart Sync is Experiencing an Issue - macOS High Sierra

Explorer | Level 3

Another copy-paste response received...

 

 Aug 9, 12:26 PM PDT:

Hi X,

Thanks for the reply.

I'm sorry for the delay in getting back to you initially.

As you mentioned, we know that this is an issue some users have experienced and we're actively working towards a solution. 

I've passed on your feedback to the development team, please accept my sincere aologies for any inconvenience this issue has caused you.

Regards,
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