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After File Provider update, files won't load or show in Finder

Hello all,

I allowed the File Provider update as prompted by the sync app. However, since the Dropbox location has moved from Favorites to Locations on my Finder app, my Dropbox files won't show up; I get a spinning wheel and a message of 'Loading' that never resolves itself or loads any of the Dropbox folders.

I'm working on a MacBookPro running iOS Venture 13.4.1

Additionally, the Dropbox sync app won't start. The pop-up box:

Screenshot 2023-09-07 at 9.32.35 AM.png

Can anyone provide insights or help?

Thanks!

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Walter

Hey @ssingeisen, sorry to jump in here, but could you run the offline installer of our latest version of the desktop app from this page directly without uninstalling first and let us know how it goes?

While we're at it, make sure that you install the app with admin privileges and that you've also granted Dropbox full disk access.

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Hannah

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

Can you check if you have the Dropbox icon in your menu bar?

If so, please hover over it and let me know which version of the app you have installed and if there are any error messages that appear.

Thanks in advance.

ssingeisen

Hi @Hannah,

Here's what I get:

Screenshot 2023-09-07 at 11.22.27 AM.png

Not long after starting, I get the previous message of 'trouble connecting'.

Then after a moment or two, this is the status:

Screenshot 2023-09-07 at 11.25.39 AM.png

...with the obvious change in color and 'sync' icon overlay. However, it never moves past this or progresses.

Thanks!

Scott

Walter

While we're at it, make sure that you install the app with admin privileges and that you've also granted Dropbox full disk access.

ssingeisen

Hi Walter,

That seems to have worked. It took a bit to get there, so here's the short version:

1. Realizing I no longer needed a connection to a linked account (old company) I backed up info and disconnected that account

2. Installed offline installer for Mac iOS per suggestion, which initially did not do anything differently from prior to circumstances.

3. Signed out of account through menu bar icon/app as an attempt to fix; signed back in with no change

4. Restarted Mac, hoping that would help.

5. Upon reboot, the Dropbox folder was gone from Finder (both Favorites and Locations).

6. Dropbox sync caught up with the start-up routine and asked if I wanted to sign in; yes, following typical prompts.

7. The Dropbox folder is back in the original location before this scenario began - in the Favorites area of the Finder sidebar.

8. All working as far as I can tell.

Thanks,

Scott

Walter

Glad to hear it's sorted now and thanks for keeping us in the loop too @ssingeisen

Have a lovely week ahead, Scott!