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Dropbox Desktop App won't connect (Apple Silicone M1)

Hi there,

I did get a new MacBook Pro with a Silicone M1 Pro chip the other day. The new MacBook is running OS Ventura 13.1
Used my last time machine backup to migrate my data from the old Macbook with an Intel Chip.

Now Dropbox won't launch/properly connect.

Whenever I do launch the app form the "Porgrams" folder, the app icon does appear in the upper menu bar, but I cannot access any option in the pull down menu (e.g. Log In, Settings, Help).

Bildschirmfoto 2022-12-29 um 13.05.42.png

Here's what I already did in hopes of solving the issue, but did not help:

1) I did a reinstall with the latest stable built Dropbox 163.4.5456.arm64, via offline installation.

2) I have given Dropbox complete access to my hard drive.

Here's the protocol given by the app after terminating

bn.BUILD_KEY: Dropbox
bn.VERSION: 163.4.5456
bn.constants.WINDOWS_SHELL_EXT_VERSION: 57
bn.is_frozen: True
machine_id: b6cd7fdd-7975-5ed8-84d8-730aa5fd3f27
pid: 4984
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='Martin', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Martin Liebl', pw_dir='/Users/Martin', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='Martin', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Martin Liebl', pw_dir='/Users/Martin', pw_shell='/bin/bash')
euid: 501
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_serialnumberd'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_serialnumberd'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/Martin'
appdata: '/Users/Martin_1/.dropbox/instance1'
real_path='/Users/Martin_1/.dropbox/instance1'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
dropbox_path: '/Users/Martin/Library/CloudStorage/Dropbox'
real_path='/Users/Martin/Library/CloudStorage/Dropbox'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
trace.__file__: '/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
real_path='/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
not found
parent not found
tempdir: '/var/folders/ln/645zkb656hs_j6n40g7l_kr80000gn/T'
real_path='/private/var/folders/ln/645zkb656hs_j6n40g7l_kr80000gn/T'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 803, in wrapper
File "dropbox/client/main.pyc", line 6266, in finish_dropbox_boot
File "dropbox/client/message_queue.pyc", line 306, in _wrapped
File "dropbox/client/main.pyc", line 5793, in _init_components_for_account
File "dropbox/client/main.pyc", line 5717, in create_sync_engine
File "dropbox/sync_engine_boundary/factory.pyc", line 225, in make_sync_engine
File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc", line 245, in __init__
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 322, in __init__
File "dropbox/client/gandalf/legacy.pyc", line 296, in add_on_changed_callback
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 473, in _update_feature_configs
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_thin_client.pyc", line 286, in UpdateFeatureConfigForFswRules
File "dropbox/sync_engine/nucleus/thin_client/fp_client.pyc", line 236, in __getattr__
dropbox.sync_engine.nucleus.thin_client.exceptions.NucleusConnectionTimeoutError: Nucleus clients are not running. Connection error: Error Domain=com.dropbox.fileprovider.error Code=5 "(null)" UserInfo={NSUnderlyingError=0x600002078e40 {Error Domain=NSCocoaErrorDomain Code=4097 "Error while sending fetchServicesForItemID:allowRestrictedSources:completionHandler:" UserInfo={NSDebugDescription=Error while sending fetchServicesForItemID:allowRestrictedSources:completionHandler:, NSUnderlyingError=0x600002078a20 {Error Domain=NSCocoaErrorDomain Code=4097 "connection from pid 5095 on anonymousListener or serviceListener" UserInfo={NSDebugDescription=connection from pid 5095 on anonymousListener or serviceListener}}}}}

Anyone having the same issue or can help out?
Thank you

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Accepted answers

Megan

Hi @clarkxgriswold, one more thing I'd like for us to try is an advanced re-install.

Thank you for your patience, and don't hesitate to let me know if this gets things going or not.

All comments

Hannah

Hey @clarkxgriswold, thanks for bringing this to our attention.

I know it might not seem so significant, but have you restarted your computer since this issue appeared?

If not, please try and let me know if that helps.

Keep me posted and we'll go from there.

clarkxgriswold

Hi.
I did have several restarts, emptied caches etc. the whole nine yards basically….

clarkxgriswold

Hi Hannah,

sorry for not includind that basic information in my post above.
I did have several restarts, emptied caches etc. the whole nine yards basically...

They did not help.

Thank you.

Megan

Hi @clarkxgriswold, can you follow the steps Walter mentioned here?

clarkxgriswold

Hi @Megan

Hi Megan,

sadly the same result as above. No solution to my connection issues.

Here's what I did:

I did follow Walter's steps.
I was asked to reinstall the app after starting it from my Applications folder.
After installing and logging in to my account on my Macbook, the app said that 3 devices were already connected to it (iPhone/iPad/this Macbook). So I did remove the MacBook (old device ID I guess) in favor for the newly detected MacBook device ID.
I once again ran into the connection issue. Here's the German screenshot and its translation. Plus the .txt-file containing information for the Dropbox support.

Bildschirmfoto 2023-01-04 um 21.56.22.png

Dropbox could not be started.

This may be a temporary error. Please restart Dropbox.

If you need more information, please click the help button.

If the problem persists, please contact Dropbox Support with the following information:

.txt-file:

bn.BUILD_KEY: Dropbox
bn.VERSION: 164.4.7914
bn.constants.WINDOWS_SHELL_EXT_VERSION: 58
bn.is_frozen: True
machine_id: b6cd7fdd-7975-5ed8-84d8-730aa5fd3f27
pid: 821
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='Martin', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Martin Liebl', pw_dir='/Users/Martin', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='Martin', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Martin Liebl', pw_dir='/Users/Martin', pw_shell='/bin/bash')
euid: 501
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_serialnumberd'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', '_serialnumberd'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/Martin'
appdata: '/Users/Martin/.dropbox/instance1'
real_path='/Users/Martin/.dropbox/instance1'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
dropbox_path: '/Users/Martin/Library/CloudStorage/Dropbox'
real_path='/Users/Martin/Library/CloudStorage/Dropbox'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
trace.__file__: '/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
real_path='/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
not found
parent not found
tempdir: '/var/folders/ln/645zkb656hs_j6n40g7l_kr80000gn/T'
real_path='/private/var/folders/ln/645zkb656hs_j6n40g7l_kr80000gn/T'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 807, in wrapper
File "dropbox/client/main.pyc", line 6259, in finish_dropbox_boot
File "dropbox/client/message_queue.pyc", line 306, in _wrapped
File "dropbox/client/main.pyc", line 5801, in _init_components_for_account
File "dropbox/client/main.pyc", line 5725, in create_sync_engine
File "dropbox/sync_engine_boundary/factory.pyc", line 225, in make_sync_engine
File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc", line 245, in __init__
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 280, in __init__
File "dropbox/sync_engine/nucleus/classic_client/modern_client/base.pyc", line 190, in __init__
File "dropbox/fs_api/lifecycle.pyc", line 192, in __init__
File "dropbox/fs_api/lifecycle.pyc", line 206, in _create_thin_client
File "dropbox/fs_api/fs_api_adapter.pyc", line 50, in __init__
File "desktop/extensions/fs_api/fs_api_python.pyx", line 63, in fs_api_python.FsApiServer.__cinit__
fs_api_python.FsApiError: "Initializing fs api |>> Initializing application filesystem |>> Attempting to initialize dbx cache directory |>> open syscall |>> OS reported a potential deadlock"

Megan

Hi @clarkxgriswold, one more thing I'd like for us to try is an advanced re-install.

Thank you for your patience, and don't hesitate to let me know if this gets things going or not.

clarkxgriswold

Hi @Megan .

Got it running, finally. Thank you!

Megan

Awesome news @clarkxgriswold!

If you need anything else, let me know! 😎