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Desktop app on Mac crashes when trying to link a second account

Desktop app on Mac crashes when trying to link a second account

PLPL
Helpful | Level 6

Hi

I was using Dropbox Beta with the new cloud storage location in Ventura. I had both personal and business account on the desktop app. Things were working mostly ok, but I was having some issues with syncing, so I thought I should try leaving the beta. that's when all the problems started.

 

After I left the beta, I could no longer add a second account to the desktop app.  I tried adding the Personal account then adding the Business acount. I tried adding the Business account, then adding the Personal account.  When I add the second account, Dropbox crashes and it doesn't login. So I went back to the beta to see if that made a difference and it hasn't.  So now I'm stuck with only my Business account in the beta

 

Is there anyway to fully reset Dropbox on the computer to fix this?

 

thanks

Paul

27 Replies 27

angelique_WR
Explorer | Level 3

I am having the same issue on 197.4.7629. I believe the issue is that my personal account is eligible for the switch to File Provider, but my work account is not, because it has over 500,000 files. If I sign out of both accounts and sign into my personal account first, my personal Dropbox folder appears in Locations, but trying to sign into my work account puts me in the sign in/crash loop others have mentioned, plus an extra dialog asking me to choose specific folders to sync since I am over the 500,000 limit. However, even if I only choose a single folder with a single file in it to sync, my work Dropbox only briefly appears in Locations with my personal one before the app crashes, my work folder disappears and I'm back to square one with the sign in loop. 

 

However, if I sign out of both accounts and sign into my work account first, it puts my work Dropbox back in my user folder where it was before, and syncs normally even with over 500,000 files. In Sync under Preferences in my work account, I also see a message that that account is not eligible for the switch to File Provider. With my work account functional, if I then try to sign in to my personal account, the same thing happens in reverse - a folder is created in my user folder for my personal Dropbox, but the app crashes when it attempts to sync anything and puts me back in the sign in loop. The personal folder also disappears from Locations in this scenario.

 

The problem is obviously a mismatch between my two accounts - my personal account is trying to use File Provider, while my work account can't. Is there a way to roll back my personal account and force it not to use File Provider so that both accounts keep their old locations in my user folder until my work account is eventually eligible to be migrated as well?

Walter
Dropbox Staff

Hey @angelique_WR - sorry to jump in here, but could you clarify if you were able to link your accounts on a MacOS device without an issue in the past and how many files you're syncing locally on your Business account on your desktop? 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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angelique_WR
Explorer | Level 3
Yes, I had both my accounts synced to my Mac for years before this. I don’t know exactly when my personal account got disconnected but it has to be pretty recent because I use it frequently.

I honestly have no idea how many individual files i have synced locally vs. in the cloud, or just in general. Who counts their digital files? I know I probably have a couple hundred folders, each with several subfolders and probably dozens to hundreds of individual files depending on the client. If there is an individual file limit, it would be nice if Dropbox could provide that count, but it only shows the size of the folder in kb/mb/gb, which is pretty meaningless for digital files that could be a wide variety of types and sizes individually.

Walter
Dropbox Staff

Thanks for the additional information @angelique_WR - much appreciated.

 

I took a look at our system and I can see that you have a ticket with our support team so I'd suggest waiting for our expert's response on your ticket so that you can continue troubleshooting this with them directly. 

 

Let us know if you have anything else to add in the meantime. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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JessRTS
New member | Level 2

I am having the exact same issue and I also suspect the cause to be the same thing - personal account allows File Provider, work account is apparently not eligible (I don't know why not though).

 

Were support able to help you at all?

angelique_WR
Explorer | Level 3
Support suggested I do an advanced uninstall/reinstall using command line tools, and supposedly after that I should be able to revert to the non-File Provider version for my personal account and have both back in my user folder. However, I haven’t had a chance to try this yet as I can’t afford at downtime from Dropbox during my workday. Hopefully I will be able to give it a shot over the weekend and will report back!

JessRTS
New member | Level 2

Thanks for letting me know. I'll try an advanced uninstall/reinstall and see how I get on.

I'll also report back if I manage to get anywhere.

JessRTS
New member | Level 2

Thankfully, the advanced uninstall/reinstall worked. What a relief.

 

I hope it works for you too, angelique_WR.

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