Announcements
Known issues updated. Learn more

default

yes

Highlighted

Inability to Activate Smart Sync (remote management software & third party pointing device drivers).

Level 5

Any luck?  I have a machine that I just updated to 10.13.4 and clicking "Allow" still does nothing for enabling the smart sync extension. 

 

EDIT: I was trying to do this via VNC to a mac that did not have a display, keyboard, or mouse attached.  Once I attached those items, I was able to click the "Allow" button.  Apparently you cannot click that button from a VNC session.  Lesson learned.  

Tags (1)
37 Replies

Re: Os X 10.13 High Sierra & Smart Sync

Level 5

Guys, sorry for the delay in responding, but yes, i have to say that since the 10.13.4 update to High Sierra, we are finally seeing some relief with Smart Sync. I tried installing DB a couple of ways just to be sure. We tried installing under a new image. New install. Clean install. As well as an upgrade in-place. Yosemite to High Sierra to be exact. So not sure what's happening in your environment. Give us a little more detail. Maybe we can figure it out for you

Reply
Loading...

Re: Os X 10.13 High Sierra & Smart Sync

IIT
Level 6

For anyone experiencing this issue we have now resolved it. The issue we experienced with nothing happening when we clicked the Allow button was due to the fact we were trying this using remote control tools.

 

OSX Sierra prevents 3rd party apps that emulate the mouse from pressing this button. As soon as we had the end user press the Allow button using the direct connected mouse/trackpad this enabled Smart Sync on the device.

 

Confirmed working on OSX 10.13.4 with Dropbox Client v47.4.74

Reply
Loading...

Re: Os X 10.13 High Sierra & Smart Sync

Level 2

Hey C1000,

 

following your edit :

EDIT: I was trying to do this via VNC to a mac that did not have a display, keyboard, or mouse attached.  Once I attached those items, I was able to click the "Allow" button.  Apparently you cannot click that button from a VNC session.  Lesson learned.  

 Can I just state that you saved us such aggro as the Dropbox support has been abismal for us, as we were remoting onto users workstations, on attempting to press allow through our remote software we encountered the same issue  due to the updated security within High Sierra!

For all, I advise that you make sure Mac's are on the latest update : 10.13.4 and if you are enabling Smart Sync, ensure that the user has admin privlidges and would advise doing it in person on the Mac itself, or asking the end user to press on the "Allow" button if you are doing it remote otherwise it won't work. The workstation will then need to reboot.

We have tested this and it has now worked for us for one user, so we will now roll this out for another 20 users.

Hope this helps people!


@c1000
Reply
Loading...

Re: Os X 10.13 High Sierra & Smart Sync

IIT
Level 6

Thanks for the pointer on the VNC - this was the issue for us also as we were trying to enable it remotely using 3rd party RMM

Reply
Loading...

Re: Os X 10.13 High Sierra & Smart Sync

Level 2

Thanks, it worked... amazing. Once again the mysteries of code.

Reply
Loading...

Re: Os X 10.13 High Sierra & Smart Sync

Dropboxer
Dropboxer

Just to jump in here, it's always best to state exactly how you're changing details on the machine. 

 

If you're using VNC, remote logins, teamviewer, or any other software, this can conflict with the OS, as @IIT said. If emulated mouse presses aren't allowed, then you're prevented from doing even the most basic of functions.

 

Without telling us this aspect, you're preventing us from investigating the matter in further detail. Even though to you it might be insignificant to login to a user's machine remotely, bear in mind this isn't the standard method for our own troubleshooting, and it could indicate more issues than a simple mouse emulation.

 

We're glad to hear that this has helped all the users so far in relation to clicking the Allow button. If however anyone is still experiencing problems, please let us know more!

 


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


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

Reply
Loading...

Re: Os X 10.13 High Sierra & Smart Sync

IIT
Level 6

Thanks for your update.

 

Some feedback for your support (Dropbox).

 

You never asked the question or were you (Dropbox) aware of this issue with remote access on Apple devices or you would have suggested it as a possible solution. I have found the support from Dropbox in resolving this issue very poor and whilst the community has been a significantly more helpful resource.

 

The community has identified an issue and fix and I suggest it's added to your KB or documentation for deplying and enabling smart sync on Mac devices so other users don't waste days of their time looking for the fix and re-building machines.

 

Reply
Loading...

Re: Os X 10.13 High Sierra & Smart Sync

Level 5
Glad I was able to help!
Reply
Loading...

Re: Os X 10.13 High Sierra & Smart Sync

Dropboxer

Hey @wendywdf, it would be better to post your question in a more suitable forum, as our community deals with Dropbox-related issues. You may try using an online search service to get results more relevant to your query.

 

Cheers! 




Sanchez
Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so please mark it for some Kudos below. 
White check mark Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
Arrows Counter Clock Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Reply
Loading...
Business Admins Support

Have a question? Our Dropbox Community is here to help!

Post your question or search for an answer below.


Learn more about using the Community by reading our Community Guidelines.


Hi anonymous,

If you need more help you can log a ticket with our Support Team here (expected response time 24 hours), or contact us on Twitter or Facebook.

For more info on available support options, see this article.

If you found the answer to your question, please 'like' the post to say thanks to the user!

Inability to Activate Smart Sync (remote management software & third party pointing device drivers).
2,770 Views
37 Replies
40 Likes
Solved! : See solution
Who's talking
Top contributors to this post