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Smart Sync Does Not Appear in Preferences

I have a professional account. Smart Sync appears in preferences for my MacBook Pro but not my new Mac Studio. I manually have to download Dropbox files to the Mac Studio but everything works automatically with the MacBook Pro. Both are running macOS Monterey Version 12.3.1. The Dropbox folder for the MacBook Pro is in my user folder. The The Dropbox folder for the Mac Studio is in /Users/myusername/Library/CloudStorage/Dropbox. Both computers are running Dropbox version 147.3.4786. I have the preference to get early releases checked in my settings. I much prefer the set-up on the MacBook Pro. Can I configure the Dropbox on the Mac Studio to be the same?

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Hannah

Hey @Neil B.18, thanks for bringing this to our attention.

Would you mind giving me a bit more insight on the differences between the two computers?

For example, do you see different options when you right/control click on files in your Dropbox folders?

On your Mac Studio, when you double-click online only files, do they sync?

If you can send us a few screenshots showing this, it would also be super helpful.

Thanks.

Neil B.18

Yes, I see different options when I right/control click on files in my Dropbox folders.

Yes, when I double-click online only files on the Mac Studio they open and download for offline use. I can pick multiple files, right/control click on them and choose "offline use" but this is not always reliable.

I've attached images of the different preference choices for sync and the different results from right/control clicking on files in the two computers. Both files were already downloaded to Dropbox so the "offline option" is not visible in them. In both cases, more options are seen on the MPP than the Mac Studio.

Neil B.18

The Dropbox installation on the MacBook Pro (M1 Max) was originally on an Intel MacBook Pro and migrated to the new computer, then updated automatically.

The Dropbox installation on the Mac studio (M1 Max) was a clean installation with the installation file from the Dropbox website.

Both have exactly the same chip, the same amount of RAM, and the same version of the operating system: macOS Monterey Version 12.3.1.

Jay

Thanks for the details, @Neil B.18, I'd recommend getting in contact with the support team directly for further assistance.

Once you get a ticket ID from the automated response, please let me know the number here so I can locate it in our system.

Neil B.18

Thanks. The issue is resolved.

Ticket #16542466: DB: Smart Sync Does Not Appear in Preferences

They suggested I install the latest production version from the website. After I deleted all old Dropbox files I could find, I installed v146.4.4836 and all is well. All was not well when I tried to install v146.4.4836 over the newer beta version - the same issues were present. I had to delete all files and start over.

They also suggested I opt out of pre-release versions in my settings.

Thanks for everyone's help!

Jay

Thanks for the update, @Neil B.18, I'm glad to hear that you were able to resolve the issue.

If you need any further assistance in future, please let us know. Enjoy your week!

Neil B.18

Thanks. I spoke too soon. Most but not all issues are resolved.

Everything works perfectly on the Mac Studio.

On the MacBook Pro, everything works but the little green (sync) or blue (sync in progress) icons do not show up. I tried reinstalling the current version of Dropbox, also per online instructions posted by a Dropboxer: quit Dropbox, go to activity monitor, force quit dropbox finder extension, restart Dropbox, relaunch Finder. No luck.

Any other suggestions?

Jay

Do any icons appear in Finder on that machine for the Dropbox folder? Could you attach a screenshot showing this in more detail, while hiding any personal info?

Neil B.18

The Dropbox folder and the Dropbox folder in the Finder window sidebar show the Dropbox logo. The only thing missing is the little green or blue icons denoting sync status.

Jay

Are you certain that the Dropbox desktop application is running and syncing in the menu bar near the clock? What message do you get if you hover over the icon?

Neil B.18

Yes. I just synced the screen shots I sent you and they are in the Dropbox folder on that computer. Here is the message that displays when I hover over the Dropbox icon on the menu bar.

Walter

Hey @Neil B.18, sorry to jump in here, but could you try installing the latest version of our desktop app from this page?

It just got out yesterday and might help fix the issue with your missing syncing icons.

Neil B.18

Thanks. I downloaded the standalone Apple silicon installer and installed the app. The icons still do not show up even after a restart.

Neil B.18

SOLVED: The sync icons now show up on the MacBook Pro. The GraphicConverter 11 Finder Extensions were checked on the MBP but not the Mac Studio. When I unchecked them the Dropbox sync icons appeared. Everything works well on both computers now.

I did further investigating and the Google Drive FinderHelper Finder Extensions, if turned on, also prevent the Dropbox sync icons from displaying. They will be left unchecked.

This general issue about some Finder Extensions interfering with others was mentioned in a Community discussion titled, “Dropbox Sync Icons missing” on 08-02-2020 11:09 AM. The poster was adamschoales. Great suggestion!

Walter

Thanks for the update and I'm glad to hear you managed to resolve this in the end @Neil B.18

Here's the mentioned thread for reference.

Cheers!