Dropbox Desktop App on Mac OS X 10.11.

[toga217]

On my MacBook Pro I have OS X 10.11.6 El Capitan running. Since today the dropbox app does not work any more. I have already reinstalled the dropbox app, deleted the .dropbox folder and loaded system updates within 10.11., but it still crashes immediately after starting it.

Here is the error log from console:

Process:               Dropbox [2630]
Path:                  /Applications/Dropbox.app/Contents/MacOS/Dropbox
Identifier:            com.getdropbox.dropbox
Version:               52.4.58 (52.4.58)
Code Type:             X86-64 (Native)
Parent Process:        ??? [1]
Responsible:           Dropbox [2630]
User ID:               504

Date/Time:             2018-06-21 15:31:12.791 +0200
OS Version:            Mac OS X 10.11.6 (15G21013)
Report Version:        11
Anonymous UUID:        B037AF64-0432-1264-216E-4007AC3C

Sleep/Wake UUID:       F6D3CFD2-4EC6-43D4-BD98-369354AACF5D

Time Awake Since Boot: 7300 seconds
Time Since Wake:       2400 seconds

System Integrity Protection: disabled

Crashed Thread:        0  CrBrowserMain  Dispatch queue: com.apple.main-thread

Exception Type:        EXC_CRASH (SIGSEGV)
Exception Codes:       0x0000000000000000, 0x0000000000000000

Thread 0 Crashed:: CrBrowserMain  Dispatch queue: com.apple.main-thread
0   libsystem_kernel.dylib            0x00007fff929e6f72 mach_msg_trap + 10
1   libsystem_kernel.dylib            0x00007fff929e63b3 mach_msg + 55
2   com.apple.CoreFoundation          0x00007fff84a76114 __CFRunLoopServiceMachPort + 212
3   com.apple.CoreFoundation          0x00007fff84a755dc __CFRunLoopRun + 1356
4   com.apple.CoreFoundation          0x00007fff84a74e28 CFRunLoopRunSpecific + 296
5   com.apple.HIToolbox               0x00007fff8f655935 RunCurrentEventLoopInMode + 235
6   com.apple.HIToolbox               0x00007fff8f65576f ReceiveNextEventCommon + 432
7   com.apple.HIToolbox               0x00007fff8f6555af _BlockUntilNextEventMatchingListInModeWithFilter + 71
8   com.apple.AppKit                  0x00007fff92ff1df6 _DPSNextEvent + 1067
9   com.apple.AppKit                  0x00007fff92ff1226 -[NSApplication _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 454
10  com.apple.AppKit                  0x00007fff92fe5d80 -[NSApplication run] + 682
11  com.dropbox.Tungsten              0x000000011248792a 0x112480000 + 31018
12  org.chromium.ContentShell.framework    0x000000011265fe56 0x112528000 + 1277526
13  org.chromium.ContentShell.framework    0x000000011265f444 0x112528000 + 1274948
14  org.chromium.ContentShell.framework    0x0000000112695fe3 0x112528000 + 1499107
15  org.chromium.ContentShell.framework    0x000000011268569d 0x112528000 + 1431197
16  com.dropbox.Tungsten              0x0000000112487935 0x112480000 + 31029
17  libffi.6.dylib                    0x000000010dff5994 ffi_call_unix64 + 76
18  libffi.6.dylib                    0x000000010dff4cd1 ffi_call + 1249
19  objc._objc.cpython-35m-darwin.so    0x000000010e7394a3 PyObjCFFI_Caller + 1875
20  objc._objc.cpython-35m-darwin.so    0x000000010e74e316 0x10e722000 + 181014
21  libdropbox_python.3.5.dylib       0x000000010d320f85 PyObject_Call + 101
22  libdropbox_python.3.5.dylib       0x000000010d3e92d3 PyEval_EvalFrameEx + 24563
23  libdropbox_python.3.5.dylib       0x000000010d3edea2 0x10d313000 + 896674
24  libdropbox_python.3.5.dylib       0x000000010d3ee780 0x10d313000 + 898944
25  libdropbox_python.3.5.dylib       0x000000010d3e8fd3 PyEval_EvalFrameEx + 23795
26  libdropbox_python.3.5.dylib       0x000000010d3ee702 0x10d313000 + 898818
27  libdropbox_python.3.5.dylib       0x000000010d3e8fd3 PyEval_EvalFrameEx + 23795
28  libdropbox_python.3.5.dylib       0x000000010d3edea2 0x10d313000 + 896674
29  libdropbox_python.3.5.dylib       0x000000010d3ee780 0x10d313000 + 898944
30  libdropbox_python.3.5.dylib       0x000000010d3e8fd3 PyEval_EvalFrameEx + 23795
31  libdropbox_python.3.5.dylib       0x000000010d3edea2 0x10d313000 + 896674
32  libdropbox_python.3.5.dylib       0x000000010d3ee780 0x10d313000 + 898944
33  libdropbox_python.3.5.dylib       0x000000010d3e8fd3 PyEval_EvalFrameEx + 23795
34  libdropbox_python.3.5.dylib       0x000000010d3ee702 0x10d313000 + 898818
35  libdropbox_python.3.5.dylib       0x000000010d3e8fd3 PyEval_EvalFrameEx + 23795
36  libdropbox_python.3.5.dylib       0x000000010d3edea2 0x10d313000 + 896674
37  libdropbox_python.3.5.dylib       0x000000010d3e32be PyEval_EvalCodeEx + 78
38  libdropbox_python.3.5.dylib       0x000000010d34a6fd 0x10d313000 + 227069
39  libdropbox_python.3.5.dylib       0x000000010d320f85 PyObject_Call + 101
40  libdropbox_python.3.5.dylib       0x000000010d32142e PyObject_CallMethod + 318
41  libdropbox_bootstrap.dylib        0x000000010a8f6434 df_run + 257
42  com.getdropbox.dropbox            0x000000010a3c3b33 0x10a3c2000 + 6963
43  libdyld.dylib                     0x00007fff954cb5ad start + 1

[Walter]

Hey there @toga217 - how are you today?

I am sorry to hear about this and thank you for the crash report. As I think it could be related to a current issue, I would like to have a more in-depth look into it. I have reached out to you via email so please check your inbox and get back to me there to further investigate this. 

Thanks in advance!

[tennantgoucher]

Could you please reply to me too

[Mark]

You need to give some information first tennantgoucher as to whats happening.

[tennantgoucher]

The evening of June 19 Dropbox stopped working on my Macbook Pro running El Capitan. The top menu icon disappeared. If I try to open it from the applications folder, the top menu icon would flash light gray (sometimes) then disappear, or it it simply won't appear. I tried deleting and reinstalling, unlinking my computer, copying the icon to the lower menu bar, cleaning out caches, etc to no avail.

The morning of June 20 I used chat help. They hinted at upgrading to High Sierra and I asked them if El Capitan was no longer supported. They indicated that it was supported, but, because I didn't want to attempt to fix it by upgrading my IOS they had to "escalate" my help request and then they would get back to me. I received an email regarding escalation and I replied to it that afternoon. Over 24 hrs later I am still awaiting a response. (I don't want to upgrade to High Sierra at this time because it has known issues with AutoCad, Adobe products, and Word/Excel products, all of which are critical to my workflow.)

This morning I found a post here that indicated that he was having the same problem with El Capitan and it occured at the same time as my problem. He came up with a work around that involved downloading an older version of Dropbox, turning off wifi to install it, deleting the update component of the dropbox app, then turning on wifi. In desperation I tried it. It worked for about 2 hours (which was the best that I have done in 48 hours), but it has since shut down/disappeared again.

He believed, (as do I), that a broken update has been released. Hopefully this will be addressed QUICKLY, but, in the meantime I'm desperate for a workaround.

Thanks for your time and patience in advance.

[Walter]

Hey @tennantgoucher -sorry to hear about this.

As I see you're in direct communication with a higher level of support, I would suggest that you continue with our expert on this matter via email.

In the meantime, can you let me know if there might be an antivirus/firewall or proxy/security setting that might be causing this? Could you try disabling those and try to install our desktop app again using our offline installer from this page? 

In closing , I wanted you to know that I have passed all of your comments along to our expert handling your case and they will get back to you via email soon with an update on this. 

Thanks for your patience and cooperation so far and have a great day! If there's anything else I can do for you, just let me know. 

[tennantgoucher]

Walt3R

I appreciate your assistance on this.

I am not running antivirus software and my firewall is (and has been) off.

I will try the offline installer again, but I have tried it at least 10 times in the past two days to no avail.

Thank you again

[Sara70]

I seem to have come across the same problem, but on OS10.9.5. 

Also in my case the original crash occurred in the night between June 19th and 20th, and since then no amount of reinstallation has been able to make the Dropbox app run again.

I have contacted support on chat first, then been redirected to "expert" email support, but so far all they have done has been to ask me every time to reinstall the software (which I had already done three times before even contacting them, starting with a basic reinstall and finishing with the advanced one).

As this seems to be going nowhere (the last email I got was just to "rate my experience with supprot", after I had explicitly asked whether this is a known issue - I don't have time to play with endless reinstallations-) and given that the crash error it looks like it is a bug in the Dropbox app, here is the crash log. I hope that helps find the bug. I know I submitted it with my original chat contact, but so far it seems that nobody has bothered to look at it. I have omitted all the other threads that did not crash; if you want to see the rest of the log I can email it.

Process: Dropbox [544]
Path: /Applications/Dropbox.app/Contents/MacOS/Dropbox
Identifier: com.getdropbox.dropbox
Version: 52.4.58 (52.4.58)
Code Type: X86-64 (Native)
Parent Process: launchd [212]
Responsible: Dropbox [544]
User ID: 501

Date/Time: 2018-06-21 10:12:36.183 +0200
OS Version: Mac OS X 10.9.5 (13F1911)
Report Version: 11
Anonymous UUID: 48B9107B-0679-DDE8-77D8-A82952CC1E0B

Crashed Thread: 0 CrBrowserMain Dispatch queue: com.apple.main-thread

Exception Type: EXC_CRASH (SIGSEGV)
Exception Codes: 0x0000000000000000, 0x0000000000000000

Thread 0 Crashed:: CrBrowserMain Dispatch queue: com.apple.main-thread
0 libsystem_kernel.dylib 0x00007fff8a6b4a1a mach_msg_trap + 10
1 libsystem_kernel.dylib 0x00007fff8a6b3d18 mach_msg + 64
2 com.apple.CoreFoundation 0x00007fff8c945f15 __CFRunLoopServiceMachPort + 181
3 com.apple.CoreFoundation 0x00007fff8c945539 __CFRunLoopRun + 1161
4 com.apple.CoreFoundation 0x00007fff8c944e75 CFRunLoopRunSpecific + 309
5 com.apple.HIToolbox 0x00007fff91fe5a0d RunCurrentEventLoopInMode + 226
6 com.apple.HIToolbox 0x00007fff91fe57b7 ReceiveNextEventCommon + 479
7 com.apple.HIToolbox 0x00007fff91fe55bc _BlockUntilNextEventMatchingListInModeWithFilter + 65
8 com.apple.AppKit 0x00007fff8952424e _DPSNextEvent + 1434
9 com.apple.AppKit 0x00007fff8952389b -[NSApplication nextEventMatchingMask:untilDate:inMode:dequeue:] + 122
10 com.apple.AppKit 0x00007fff8951799c -[NSApplication run] + 553
11 com.dropbox.Tungsten 0x00000001514c992a 0x1514c2000 + 31018
12 org.chromium.ContentShell.framework 0x00000001516a1e56 0x15156a000 + 1277526
13 org.chromium.ContentShell.framework 0x00000001516a1444 0x15156a000 + 1274948
14 org.chromium.ContentShell.framework 0x00000001516d7fe3 0x15156a000 + 1499107
15 org.chromium.ContentShell.framework 0x00000001516c769d 0x15156a000 + 1431197
16 com.dropbox.Tungsten 0x00000001514c9935 0x1514c2000 + 31029
17 libffi.6.dylib 0x0000000107d09994 ffi_call_unix64 + 76
18 libffi.6.dylib 0x0000000107d08cd1 ffi_call + 1249
19 objc._objc.cpython-35m-darwin.so 0x00000001084514a3 PyObjCFFI_Caller + 1875
20 objc._objc.cpython-35m-darwin.so 0x0000000108466316 0x10843a000 + 181014
21 libdropbox_python.3.5.dylib 0x0000000106f86f85 PyObject_Call + 101
22 libdropbox_python.3.5.dylib 0x000000010704f2d3 PyEval_EvalFrameEx + 24563
23 libdropbox_python.3.5.dylib 0x0000000107053ea2 0x106f79000 + 896674
24 libdropbox_python.3.5.dylib 0x0000000107054780 0x106f79000 + 898944
25 libdropbox_python.3.5.dylib 0x000000010704efd3 PyEval_EvalFrameEx + 23795
26 libdropbox_python.3.5.dylib 0x0000000107054702 0x106f79000 + 898818
27 libdropbox_python.3.5.dylib 0x000000010704efd3 PyEval_EvalFrameEx + 23795
28 libdropbox_python.3.5.dylib 0x0000000107053ea2 0x106f79000 + 896674
29 libdropbox_python.3.5.dylib 0x0000000107054780 0x106f79000 + 898944
30 libdropbox_python.3.5.dylib 0x000000010704efd3 PyEval_EvalFrameEx + 23795
31 libdropbox_python.3.5.dylib 0x0000000107053ea2 0x106f79000 + 896674
32 libdropbox_python.3.5.dylib 0x0000000107054780 0x106f79000 + 898944
33 libdropbox_python.3.5.dylib 0x000000010704efd3 PyEval_EvalFrameEx + 23795
34 libdropbox_python.3.5.dylib 0x0000000107054702 0x106f79000 + 898818
35 libdropbox_python.3.5.dylib 0x000000010704efd3 PyEval_EvalFrameEx + 23795
36 libdropbox_python.3.5.dylib 0x0000000107053ea2 0x106f79000 + 896674
37 libdropbox_python.3.5.dylib 0x00000001070492be PyEval_EvalCodeEx + 78
38 libdropbox_python.3.5.dylib 0x0000000106fb06fd 0x106f79000 + 227069
39 libdropbox_python.3.5.dylib 0x0000000106f86f85 PyObject_Call + 101
40 libdropbox_python.3.5.dylib 0x0000000106f8742e PyObject_CallMethod + 318
41 libdropbox_bootstrap.dylib 0x0000000104faa434 df_run + 257
42 com.getdropbox.dropbox 0x0000000104c65b33 0x104c64000 + 6963
43 libdyld.dylib 0x00007fff8f52d5fd start + 1

Thread 0 crashed with X86 Thread State (64-bit):
rax: 0x0000000010004005 rbx: 0x0000000007000006 rcx: 0x00007fff5af985b8 rdx: 0x0000000000000000
rdi: 0x00007fff5af986f0 rsi: 0x0000000007000006 rbp: 0x00007fff5af98600 rsp: 0x00007fff5af985b8
r8: 0x000000000000290b r9: 0x00000000ffffffff r10: 0x0000000000000c00 r11: 0x0000000000000206
r12: 0x0000000000000c00 r13: 0x0000000000000000 r14: 0x00007fff5af986f0 r15: 0x000000000000290b
rip: 0x00007fff8a6b4a1a rfl: 0x0000000000000206 cr2: 0x0000000100402000

Logical CPU: 0
Error Code: 0x0100001f
Trap Number: 133

[Mark]

Have you tried an advanced reinstall?

https://www.dropbox.com/help/desktop-web/advanced-reinstall

[tennantgoucher]

Welcome to the party..........

Here is a partial list of what HASN'T worked for me:

Restart.

Shutdown Restart.

Dragging my icon to the task bar from applications.

Reading an email advising me to shut off antivirus (which none of are running) and turn off the firewall (which none of us have on).

Regular Reinstallation

Advanced installation using terminal commands.

Advanced installation manually deleting information in /Library/ and ~/.dropbox

Unlinking my computer

Trying to reinstall the old version of the app through time machine (that at least worked briefly)

Using an old version and deleting the update app (which worked the longest of any of them, but alas, still doesn't stay working)

Getting grumpy on forums and with support staff.

I AM NOT ALONE HERE, PLEASE FIX THIS!!!!