Error message "couldn’t communicate with a helper application" when trying to move a folder

Hey @difaraka, thanks for posting to our Community today.

Which version of the Dropbox app are you using? You can see that if you open the Dropbox app, tap on account and then on the gear icon.

Also, have you perhaps contacted Apple about this, to see if there's an issue on their end?

Let me know what you find!

difaraka

Hey Hannah,

I’m using dropbox ver 304.2.2, it should be the newest version and no i haven’t raised them to apple. Let me raised it to them and i’ll let you know what did they find on their end. Thanks!

That's perfect, thanks!

Let us know, when you hear back. 🙂

Hi Dropbox Community & Support,

I have the exact same issue and have spoken to Apple Support;

iPhone 12 Pro

IOS 16.1.1

Dropbox App 306.2.2

Workflow;
Dropbox and iCloud Drive within the Apple "Files" Application

Open Dropbox within "Locations" on the Apple Files App

Three "Dots" top right to select file/folder

Bottom middle folder icon to "Copy" this file into iCloud Drive location from Dropbox Location

** Error Message **

"The Operation Can't Be Completed.

Couldn't communicate with a helper application"

This workflow has been working fine for the past 12+ months on hundreds of files / folders

Apple support have confirmed that this is a compatibility issue with the "Helper Application" which is a Dropbox issue.

Apple have advised that the Helper Application is not a native apple application and the issue is within Dropbox itself / the Dropbox helper application itself and is a compatibility issue with the latest IOS 16.1.1
They've advise that Dropbox would need to address the compatibility issue and that they are responsible for this fix.

Really hoping this can be fixed soon and not sure of the best way that this can be broadcasted or shared with the Dropbox development / support team.

Jay

Hi @dustyanalogue, have you tried removing Dropbox from the iOS Files app by disabling it from the Locations menu there, rebooting your device, and then re-enabling it?

Yes I’ve tried that. Just did it then - disabled Dropbox under locations. Rebooted device and re enabled. Still the same error message.

Further to that I’ve disabled Dropbox in files, deleted the Dropbox app. Rebooted, re installed the Dropbox app and then enabled in files. Still the same error message.

Hey @dustyanalogue, can we actually reach out to you via email, so we can investigate a bit further?

Yes please, that would be greatly appreciated. I had previously raised a bug report ticket. #19882403
Not sure if you want to use that for my email address or provide me a way to send you my email address without posting it on a public forum.
Cheers. Toby.

Thanks for that, Toby!

I see the previous ticket is now closed, so I just created a new one for you, and we'll continue from there.

Cheers!

Thanks Hannah,

I've responded to the ticket.

Cheers, Toby.

I am having the same issue when I am trying to move folders from Dropbox to iCloud Drive using Files on my iPad Pro 2nd generation.

I am trying to free up space on my iPad. I have been able to move folders in the past. I did, however, just did an update to the iPad (version 16.2). I also offloaded several apps to free up some space on the iPad so I could do the moves.

‘I thx]en started getting the error message, “The operation can’t be completed. Couldn’t communicate with a helper application.”

I have turned off my iPad and turned it back on several times and I continue to get the same error message.

I hope you are able to guide me to get this issue fixed. Thank you

Nancy

Happy New Year, @Jean B! Thanks for posting here.

Can you please clarify which app version of the Dropbox app are you currently running?

If you try to download a folder directly from your Dropbox app to your iPad and then, upload it to iCloud, does that seem to work?

Keep me posted.

Nancy,

I am using 310.3.2 version of Dropbox.

I am using the FILES app to make the moves because if I try to move folders in Dropbox, I can only move to another folder in Dropbox.

I tried to move folders from Dropbox to OnMyiPad folder and it might transfer one item in the folder and then give me the error message.

I can move folders that contain PDF files with no problem.

What should I try next?

Jean B

Megan

Hi @Jean B, could you walk me through the steps you take when moving content from the Files app?

A screenshot of the exact error you get would also be helpful.

Hi Megan,
Considering Nancy has reported the exact same error message that myself and others have had, would it be wise to consolidate the currently open ticket that “Parker” from “Advanced Support at Dropbox” is working on? I’ve provided him with both screenshots and screen recordings of the same error with the same process. The ticket is still open and the error is still happening.

Really hoping it can be resolved soon.

I open the FILES app

Go to Dropbox

Touch and hold on the file I want to move until the menu comes up then choose move.

Choose the iCloud Drive folder that I want to move it to.

Then hit copy.

It tries to copy/move the folder to the iCloud Drive folder of choice but then I get the Error Message.
I will attach a screenshot of the error message in a separate reply.

Jean B

Nancy

Hi again, @Jean B! Thanks for the screenshot.

Is it OK if I open a ticket for you, as well? This way, our team will be able to look into this internally.

That is fine with me. I hope it can be resolved quickly.

Thank you.

‘Jean B

Hey @Jean B, I just sent you an email, so just get back to me, when you can.

Thanks!

dreamerer

Add me to the list.

iOS 16.3

Dropbox 312.3 (downloaded today)

Open File app.

Copy a file from iCloud

go to the Dropbox Public folder.

Paste

Error: The Operation Can't Be Completed.

Couldn't communicate with a helper application.

dreamerer

Don't know if this helps but it may be an OS problem. In trying to get my file copied from iCloud to Dropbox, sometimes I would be a file size 0 error. One problem- the file size is actually 1 mb. Don't know that helps.

Jay

Hi @dreamerer, could you try these steps to see if they help with the issue?

Richardv

I have the same issue iOS 16.3 latest version for Dropbox and cannot copy paste either on iPad and iPhone , please help