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macOS 26.3 (M4) Dropbox v243.3.6895: CxSupportTool window loop + Chromium 102 renderer abort
Application Affected: Dropbox Desktop (macOS) Device: MacBook Pro M4 Max, 36GB RAM Operating System: macOS 26.3 Tahoe (Apple Silicon) Dropbox App Version: 243.3.6895 (Electron 19.1.9-dropbox.50 / Chromium 102) Subscription: Dropbox Pro Question / Issue Two distinct bugs prevent normal use of the Dropbox desktop client: CxSupportTool diagnostic window launches automatically every 2-12 seconds whenever any Dropbox UI is opened (Settings, tray popup), displaying raw sync engine debug output to the end user. This makes the Settings UI unusable and predates macOS Tahoe. Renderer processes abort on macOS 26 due to a FATAL:logging.cc failure in Chromium 102, causing IPC errors and renderer death. This is macOS 26-specific. Bug 1: CxSupportTool Diagnostic Overlay Reproduction Steps Launch Dropbox normally Click the Dropbox menu bar icon Open Settings/Preferences (or interact with the tray UI) Wait 2-12 seconds A 960x540 window titled "CX Support Tool" appears, showing raw sync engine diagnostics: PhaseInformation, SyncStatus, EngineWaitTracker, PendingSetTracker Pending set count (600-900+ items), capped: true Closing the window does not help - it reappears within seconds The cycle repeats indefinitely, making Settings navigation impossible Observed Behavior The diagnostic window is not a crash dialog - the main process and renderer processes remain alive. The window is a fully rendered BrowserWindow ( cxSupportToolView ) spawned by the Dropbox "journey" system. It displays the output of fetchEngineDebugInfo() , which is internal sync engine state not meant for end users. The issue persists across: Multiple macOS versions (predates Tahoe) Clean reinstalls of Dropbox Clearing all local caches and crash data Root Cause Analysis I extracted and analyzed app.asar and traced the trigger chain: SyncErrorServiceImpl detects sync errors → fetchEngineDebugInfo() IPC call → CxSupportToolController.launchJourney() (module 898 in main.js) → spawnViewWithServices() creates BrowserWindow (960×540) → cxSupportToolView renders engine debug info CxSupportToolController (in main.js module 898) extends BaseUserJourneyController and is registered as: registerUserJourney( UserJourneyType.CX_SUPPORT_TOOL_FLOW, { singleton: true, controllerClass: CxSupportToolController } ) The journey is launched by SyncErrorServiceImpl when the sync engine's pending set enters a "capped" state. Telemetry is tagged under DesktopComponent.SYNC_ERRORS . Why the sync engine is capped: The user's Dropbox folder contains software development projects with node_modules , .git , and __pycache__ directories totaling approximately 965,000 files. These small, numerous files overwhelm the sync engine's pending set tracker, causing it to cap (a circuit-breaker mechanism). The capped state is then interpreted by SyncErrorServiceImpl as a sync error, which repeatedly launches the diagnostic journey. Storing development projects in cloud-sync folders is common. The sync engine should handle large file counts without surfacing internal diagnostics to users. Workaround Applied Set com.dropbox.ignored extended attribute on node_modules (17 dirs), .git (44 dirs), and __pycache__ (86 dirs) to exclude them from sync Patched app.asar to replace CxSupportToolController.launchJourney method body with return{result:0} (same byte length to preserve asar offsets), preventing the diagnostic window from spawning The asar patch is temporary - the auto-updater will overwrite it. Suggested Fixes Do not show raw engine debug info to end users. The CxSupportToolView displays PhaseInformation , SyncStatus , EngineWaitTracker , and PendingSetTracker output - this is engineering diagnostic data with no actionable information for customers. Add rate limiting or debounce to CxSupportToolController.launchJourney() . Currently, when SyncErrorServiceImpl detects a capped pending set, it can launch the journey repeatedly (every 2-12 seconds). Even if the diagnostic window is appropriate in some contexts, it should not spawn in an unbounded loop. Don't treat a capped pending set as a user-facing sync error. A large number of pending files is a normal condition for users with many small files (developers, photographers, etc.). The sync engine's circuit breaker should not trigger a customer-facing diagnostic journey - it should log internally and continue processing. Auto-ignore common regenerable directories. Directories like node_modules , .git , __pycache__ , venv , and build are well-known to be regenerable and contain large numbers of small files. These could be suggested for exclusion or ignored by default when detected, similar to how .gitignore patterns work. Bug 2: Chromium 102 Renderer FATAL Abort on macOS 26 Reproduction Steps Run Dropbox on macOS 26.3 Tahoe Observe stderr output (launch with ELECTRON_ENABLE_LOGGING=1 ) Renderer processes emit: FATAL:logging.cc(144) Failed to init logging: Operation not permitted Renderers abort immediately Main process logs: Error: Render frame was disposed before WebFrameMain could be accessed Root Cause Chromium 102 (used by Electron 19.1.9-dropbox.50) attempts to initialize file-based logging inside the renderer sandbox. macOS 26 tightened sandbox permissions, causing the logging.cc initialization fails with 'Operation not permitted'. Chromium treats this as a FATAL error, which calls abort() and kills the renderer process. The Electron project tracks similar issues with older Chromium on newer macOS (e.g., electron/electron#48311). Workaround Setting CHROME_LOG_FILE=/dev/null before launching Dropbox prevents the FATAL abort: CHROME_LOG_FILE=/dev/null /Applications/Dropbox.app/Contents/MacOS/Dropbox This sidesteps the permission failure by redirecting Chromium's log file. Suggested Fix Upgrade the Electron/Chromium runtime. Electron 19 (Chromium 102) is from June 2022 and EOL. Newer Chromium handles macOS sandbox changes fine. At the very least, logging.cc init should handle permission failures instead of calling abort() . Environment Details Component Value Dropbox version 243.3.6895 Electron 19.1.9-dropbox.50 Chromium 102 macOS 26.3 Tahoe Hardware MacBook Pro M4 Max, 36GB RAM Sync folder ~/Library/CloudStorage/Dropbox.nosync (~82 GB) Sync folder file count ~965,000 files (including node_modules/.git) Pending items at time of issue 600-900+, capped: true Diagnostic Artifacts I collected the following during the investigation and can provide any of it on request: Stderr logs from multiple launch configurations ( ELECTRON_ENABLE_LOGGING=1 , CHROME_LOG_FILE=/dev/null ) Extracted and annotated sections of main.js (module 898 - CxSupportToolController ) Extracted cxSupportToolView renderer and preload scripts apex.sqlite3 Stormcrow configuration (feature flag state) Screenshots of the CxSupportTool diagnostic window Process traces showing the renderer FATAL abort sequence Approaches That Did Not Resolve the Issue Approach Result Clean reinstall of Dropbox The CxSupportTool issue persisted Clearing GPU cache, Electron caches, and saved window state No effect ELECTRON_DISABLE_GPU=1 environment variable Delayed diagnostic window, but it didn't prevent it --disable-gpu , --disable-gpu-compositing CLI flags Crashed the entire application --no-sandbox CLI flag Crashed the entire application Clearing the Crashpad crash dump directory No effect --remote-debugging-port=9222 Dropbox strips the flag; no remote debug access Deleting Stormcrow feature flag database ( apex.sqlite3 ) No effect - rebuilt on next launch Deleting 59 conflicted copies from the sync folder Pending count actually increased temporarily Feel free to get in touch for any additional details or inquiries. Best regards, Ryan [personal information removed per the Community's Guidelines]
Recovering files after a Mac-ScanSnap-Dropbox fumble
This information is not required, but it makes it easier for our Community members and support team to help you. Device MacBook Pro i9 Operating System/Browser (if using the web) macOS Tahoe 26.3 Chrome v145.0.7632.77 Dropbox App Version v243.3.6895 Scanner Snap ix500 ScanSnap Home v2.23.1(2) Question or Issue Deep plumbing alert! I use a Fujitsu ScanSnap ix500 scanner with my MacBook Pro. It appears I may have made the mistake of changing a folder name via Finder when that folder happened to be the ScanSnap Home (SSH) folder, which is the destination folder for scanned documents. That folder is also within Dropbox. For example, the original SSH folder was [Users/me/Dropbox/My Inbox] and the [My Inbox] folder name was changed in Finder to [My Scans]. The name change was done recently, and with plenty of my recovery period remaining. There is no longer any record of files in the now-renamed [My Scans] folder in Dropbox (online or on my device) before the date of the folder name change. There is nothing in the deleted files folder (online or on my device), including a reference to the folder name change, so I am not able to view/restore as I normally would with deleted files. However, the files (or at least thumbnails of) can still be seen in the ScanSnap app but they cannot be accessed, as an error message comes up showing the doc with the old [My Inbox] path is not accessible. Maybe the question is, how can files (20k+ files) get removed from Dropbox without any trace or record of those files ever being there? Any help or insight would be appreciated.
The Dropbox desktop app won't open on my Mac device
Application Affected Dropbox Device macOS 13.3 Operating System/Browser (if using the web) Ventura Dropbox App Version (if using the app) cant open app, installed latest version today Question or Issue Opening Dropbox from the Applications only opens a finder window. It doesn't open an app or put anything in the menu. It is running via the activity monitor but not when I open force quit applications. I have no way to back up anything at the moment
How can I download a large folder to my external usb stick?
Device Macbook Air M2, 2022 Operating System/Browser (if using the web) (macOS Tahoe Version 26.3) Dropbox App Version (243.3.6860) Question or Issue If anyone can hop on a video call and help me download large 'camera uploads' folder (96GB), 26K mostly images/some videos to external usb stick I'll happily transfer $20! First formatted external hard drive to exFAT but tediously slow having to download files as zip in download folder only and then copy to external hard drive. Tried to set up as APFS with no luck. Getting all sorts of error messages every different workaround I try. If anyone could walk me through it via video call I would really appreciate it. Other folders are no issue to copy/transfer.My Dropbox app on macOS is stuck on "Connecting components" even after reinstalling.
Application Affected Dropbox Device Macbook Air Operating System/Browser (if using the web) (Windows 11, macOS14.3, etc.) Dropbox App Version (if using the app) latest version (can't access app settings on current app) Question or Issue My dropbox app has been stuck on Connecting Components. I uninstalled and re-installed it twice to no avail. I even deleted the files from Library/Application support in Finder. The other weird thing is that there was no option to sign in even after the app was reinstalled. It was stuck almost immediately on Connecting Components. I would be super grateful for any help!!
Some folders are not available for syncing to my Dropbox folder in the sync options
Device Mac Operating System/Browser (if using the web) Sequoia 15.6.1 Dropbox App Version (if using the app) ?? Syncing Status "Up to date" Question or Issue My son's business uses Dropbox. I also use Dropbox personally. The business has shared many folders with me. When I go into my sync options, not all the folders shared with me by the business show up as options to be sync'd. Why would some folders be available for syncing and others are not?
My Dropbox app (on macOS Tahoe 26.3) has been stuck indexing for a few days.
Application Affected Dropbox.app Device MacBook Air M3 Operating System/Browser (if using the web) macOS Tahoe 26.3 Dropbox App Version (if using the app) 242.4.7123 Question or Issue My Dropbox app is not syncing after update of macOS Tahoe 26.3. Message: Indexing…. (for some days now) All files have the cloud-symbol (just a white cloud)
You are not eligible for Dropbox on File Provider at this time
Device Macbook Air 2020 M1 Operating System/Browser (if using the web) Tahoe 26.3 Dropbox App Version (if using the app) 241.4.4853 Dropbox Plan Standard 2TB Question or Issue I have selective sync on. When I look at the Sync tab in Preference, it says "You are not eligible for Dropbox on File Provider at this time" under Dropbox Folder Updates. All of my synced files are defaulted to be online only and shows Zero bytes in Finder. There is no right click option that I can make them offline available.How do I resolve a selective sync conflict after reinstalling the Dropbox app on macOS?
Device MacBook Air Operating System/Browser (if using the web) macOS Tahoe 26.3 Dropbox App Version (if using the app) 241.4.4853 Question or Issue Due to a failed macOS update I had to reinstall macOS and recover my data from a Time Machine backup. However, the system reported that my Dropbox app was corrupted, so I deleted it and installed a new copy from the Dropbox website. I set it to online only. All seemed to be well. Today, I find that all my Dropbox folders are showing as having selective sync conflicts. This is both on my MacBook and in the web version of Dropbox. I don't know how this happened when none of them should have been on the MacBook to create a sync error in the first place. Having looked at other posts, I know that Dropbox can't do anything about this and expects me to go through thousnds of files manually to check them. What I don't understand is what I am then supposed to do, because the instructions from DropBox staff/moderators are not clear to me. My question is which folders I am supposed to keep and which to delete. Do I just keep the online folders? If I delete the ones on my MacBook, won't it just create a new sync conflict? Will the sync conflict warning go away if I consolidate everything online? As I pay good money for this service and it is vital for my work, I hope you can give me a clear set of instructions in plan English, because this 'feature' is now going to cost me hours of labour whrn I haven't done anything wrong.
