Hi Folks,
Moved from work MacBook back to personal
Now dropbox will not install and I am getting an odd error - see screenshot below
Can't reach anyone to help either ... although that is suggested
Any thoughts?
Appreciated in advance, Luke
Hi @lukehanley, let's jump right into this!
Would you be able to click on the blue hyperlink? In order for us to further investigate, we'll need to get and analyze the full error log that corresponds to the error message pop-up you're getting.
You can reply back here with it.
Keep me posted!
Included now thanks
Hey @lukehanley!
It doesn't seem to be the full thing. Would you be able to send me the full text, please?
bn.BUILD_KEY: Dropboxbn.VERSION: 205.4.5765bn.constants.WINDOWS_SHELL_EXT_VERSION: 76bn.is_frozen: Truemachine_id: 8ce092f9-b86a-5590-b099-98aedb6e7accpid: 5406ppid: 1uid: 502user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')effective_user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')euid: 502gid: 20egid: 20group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])DYLD_LIBRARY_PATH: Nonecwd: '/'real_path='/'mode=0o40755 uid=0 gid=0parent mode=0o40755 uid=0 gid=0HOME: '/Users/lukehanley'appdata: '/Users/lukehanley/.dropbox/instance1'real_path='/Users/lukehanley/.dropbox/instance1'mode=0o40700 uid=502 gid=20parent mode=0o40700 uid=502 gid=20dropbox_path: '/Users/lukehanley/Library/CloudStorage/Dropbox'real_path='/Users/lukehanley/Library/CloudStorage/Dropbox'mode=0o40700 uid=502 gid=20parent mode=0o40755 uid=502 gid=20sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'mode=0o100755 uid=502 gid=20parent mode=0o40755 uid=502 gid=20trace.__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 foundparent not foundtempdir: '/var/folders/vc/jk568y016894ghyv71q058080000gp/T'real_path='/private/var/folders/vc/jk568y016894ghyv71q058080000gp/T'mode=0o40700 uid=502 gid=20parent mode=0o40755 uid=502 gid=20Traceback (most recent call last):File "desktop/dropbox/client/main.py", line 5758, in _setup_root_for_accountFile "desktop/dropbox/sync_root/helpers.py", line 530, in get_root_for_accountFile "desktop/dropbox/foundation/futures/basic.py", line 874, in resultFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrapFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_innerFile "desktop/dropbox/db_thread.py", line 96, in runFile "<string>", line 1, in _x__db_thread__sleep_threadFile "desktop/dropbox/db_thread.py", line 36, in set_name_and_runFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in runFile "desktop/dropbox/foundation/runtime/__init__.py", line 676, in decoratedFile "desktop/dropbox/foundation/futures/sleep/__init__.py", line 163, in _runFile "desktop/dropbox/foundation/futures/basic.py", line 704, in set_resultFile "desktop/dropbox/foundation/futures/basic.py", line 667, in _on_postFile "desktop/dropbox/foundation/futures/basic.py", line 1050, in _stage1File "desktop/dropbox/foundation/futures/basic.py", line 421, in _then_callbackFile "desktop/dropbox/foundation/futures/helpers.py", line 436, in <lambda>File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 1019, in _get_mount_pathdropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’.}
See above thanks - apols, been offline for a couple of days
Thanks for sending over the full error log, Luke. Here are the steps I’d like you to try in this case.
Please give them a go and let me know if they resolve the issue.
Neither worked sorry - can I please get a call?
bn.BUILD_KEY: Dropboxbn.VERSION: 206.3.6386bn.constants.WINDOWS_SHELL_EXT_VERSION: 76bn.is_frozen: Truemachine_id: 8ce092f9-b86a-5590-b099-98aedb6e7accpid: 17505ppid: 1uid: 502user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')effective_user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')euid: 502gid: 20egid: 20group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])DYLD_LIBRARY_PATH: Nonecwd: '/'real_path='/'mode=0o40755 uid=0 gid=0parent mode=0o40755 uid=0 gid=0HOME: '/Users/lukehanley'appdata: '/Users/lukehanley/.dropbox/instance1'real_path='/Users/lukehanley/.dropbox/instance1'mode=0o40700 uid=502 gid=20parent mode=0o40700 uid=502 gid=20dropbox_path: '/Users/lukehanley/Library/CloudStorage/Dropbox'real_path='/Users/lukehanley/Library/CloudStorage/Dropbox'mode=0o40700 uid=502 gid=20parent mode=0o40755 uid=502 gid=20sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'mode=0o100755 uid=502 gid=20parent mode=0o40755 uid=502 gid=20trace.__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 foundparent not foundtempdir: '/var/folders/vc/jk568y016894ghyv71q058080000gp/T'real_path='/private/var/folders/vc/jk568y016894ghyv71q058080000gp/T'mode=0o40700 uid=502 gid=20parent mode=0o40755 uid=502 gid=20Traceback (most recent call last):File "desktop/dropbox/client/main.py", line 5794, in _setup_root_for_accountFile "desktop/dropbox/sync_root/helpers.py", line 530, in get_root_for_accountFile "desktop/dropbox/foundation/futures/basic.py", line 874, in resultFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrapFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_innerFile "desktop/dropbox/db_thread.py", line 96, in runFile "<string>", line 1, in _x__db_thread__sleep_threadFile "desktop/dropbox/db_thread.py", line 36, in set_name_and_runFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in runFile "desktop/dropbox/foundation/runtime/__init__.py", line 676, in decoratedFile "desktop/dropbox/foundation/futures/sleep/__init__.py", line 163, in _runFile "desktop/dropbox/foundation/futures/basic.py", line 704, in set_resultFile "desktop/dropbox/foundation/futures/basic.py", line 667, in _on_postFile "desktop/dropbox/foundation/futures/basic.py", line 1050, in _stage1File "desktop/dropbox/foundation/futures/basic.py", line 421, in _then_callbackFile "desktop/dropbox/foundation/futures/helpers.py", line 436, in <lambda>File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 1027, in _get_mount_pathdropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’.}
Above is the error
It does this with the spinning wheel of death
and then this prompting to contact support
... but there is nobody to contact
Could you click on the blue hyperlink within your error and forward us the whole error log, Luke?
Also, based on the previous error you sent us, it seems that you're running the beta version of the Dropbox desktop app.
Could you maybe try reinstalling the app using the offline installer from this page directly?
Just make sure to toggle off the 'early releases' from your account's settings first.
If you're on the Basic plan, also ensure that you're not connecting more than 3 devices to your account as you might hit your device limit.
n.BUILD_KEY: Dropboxbn.VERSION: 205.4.5765bn.constants.WINDOWS_SHELL_EXT_VERSION: 76bn.is_frozen: Truemachine_id: 8ce092f9-b86a-5590-b099-98aedb6e7accpid: 18271ppid: 1uid: 502user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')effective_user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')euid: 502gid: 20egid: 20group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])DYLD_LIBRARY_PATH: Nonecwd: '/'real_path='/'mode=0o40755 uid=0 gid=0parent mode=0o40755 uid=0 gid=0HOME: '/Users/lukehanley'appdata: '/Users/lukehanley/.dropbox/instance1'real_path='/Users/lukehanley/.dropbox/instance1'mode=0o40700 uid=502 gid=20parent mode=0o40700 uid=502 gid=20dropbox_path: '/Users/lukehanley/Library/CloudStorage/Dropbox'real_path='/Users/lukehanley/Library/CloudStorage/Dropbox'mode=0o40700 uid=502 gid=20parent mode=0o40755 uid=502 gid=20sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'mode=0o100755 uid=502 gid=20parent mode=0o40755 uid=502 gid=20trace.__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 foundparent not foundtempdir: '/var/folders/vc/jk568y016894ghyv71q058080000gp/T'real_path='/private/var/folders/vc/jk568y016894ghyv71q058080000gp/T'mode=0o40700 uid=502 gid=20parent mode=0o40755 uid=502 gid=20Traceback (most recent call last):File "desktop/dropbox/client/main.py", line 5758, in _setup_root_for_accountFile "desktop/dropbox/sync_root/helpers.py", line 530, in get_root_for_accountFile "desktop/dropbox/foundation/futures/basic.py", line 874, in resultFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrapFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_innerFile "desktop/dropbox/db_thread.py", line 96, in runFile "<string>", line 1, in _x__db_thread__sleep_threadFile "desktop/dropbox/db_thread.py", line 36, in set_name_and_runFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in runFile "desktop/dropbox/foundation/runtime/__init__.py", line 676, in decoratedFile "desktop/dropbox/foundation/futures/sleep/__init__.py", line 163, in _runFile "desktop/dropbox/foundation/futures/basic.py", line 704, in set_resultFile "desktop/dropbox/foundation/futures/basic.py", line 667, in _on_postFile "desktop/dropbox/foundation/futures/basic.py", line 1050, in _stage1File "desktop/dropbox/foundation/futures/basic.py", line 421, in _then_callbackFile "desktop/dropbox/foundation/futures/helpers.py", line 436, in <lambda>File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 1019, in _get_mount_pathdropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’.}
Hi Walter ... and thanks
Same error it seems
I can confirm only 2 x devices connected
plus I have early releases off
and the install offline link provided gave the same error
Thanks for the additional information, Luke.
Could you try restarting the app and let me know if this persists? To restart the Dropbox desktop app:
1. Open your Dropbox desktop app if it isn’t running already.2. Click the Dropbox icon in the menu bar at the top of your screen.3. Click your profile picture or initials in the upper right of the window that appears.4. Click Quit.5. Open a new Finder window.6. Click Applications.7. Double-click the Dropbox icon.
Hi Walter,
The App is not even installing, that's the whole issue
Same error over and over
bn.BUILD_KEY: Dropboxbn.VERSION: 205.4.5765bn.constants.WINDOWS_SHELL_EXT_VERSION: 76bn.is_frozen: Truemachine_id: 8ce092f9-b86a-5590-b099-98aedb6e7accpid: 19896ppid: 1uid: 502user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')effective_user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')euid: 502gid: 20egid: 20group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])DYLD_LIBRARY_PATH: Nonecwd: '/'real_path='/'mode=0o40755 uid=0 gid=0parent mode=0o40755 uid=0 gid=0HOME: '/Users/lukehanley'appdata: '/Users/lukehanley/.dropbox/instance1'real_path='/Users/lukehanley/.dropbox/instance1'mode=0o40700 uid=502 gid=20parent mode=0o40700 uid=502 gid=20dropbox_path: '/Users/lukehanley/Library/CloudStorage/Dropbox'real_path='/Users/lukehanley/Library/CloudStorage/Dropbox'mode=0o40700 uid=502 gid=20parent mode=0o40755 uid=502 gid=20sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'mode=0o100755 uid=502 gid=20parent mode=0o40755 uid=502 gid=20trace.__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 foundparent not foundtempdir: '/var/folders/vc/jk568y016894ghyv71q058080000gp/T'real_path='/private/var/folders/vc/jk568y016894ghyv71q058080000gp/T'mode=0o40700 uid=502 gid=20parent mode=0o40755 uid=502 gid=20Traceback (most recent call last):File "desktop/dropbox/client/main.py", line 5758, in _setup_root_for_accountFile "desktop/dropbox/sync_root/helpers.py", line 530, in get_root_for_accountFile "desktop/dropbox/foundation/futures/basic.py", line 874, in resultFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrapFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_innerFile "desktop/dropbox/db_thread.py", line 96, in runFile "<string>", line 1, in _x__db_thread__sleep_threadFile "desktop/dropbox/db_thread.py", line 36, in set_name_and_runFile "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in runFile "desktop/dropbox/foundation/runtime/__init__.py", line 676, in decoratedFile "desktop/dropbox/foundation/futures/sleep/__init__.py", line 163, in _runFile "desktop/dropbox/foundation/futures/basic.py", line 704, in set_resultFile "desktop/dropbox/foundation/futures/basic.py", line 667, in _on_postFile "desktop/dropbox/foundation/futures/basic.py", line 1050, in _stage1File "desktop/dropbox/foundation/futures/basic.py", line 421, in _then_callbackFile "desktop/dropbox/foundation/futures/helpers.py", line 436, in <lambda>File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 1019, in _get_mount_pathdropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’.}
@lukehanley, since none of the steps provided have helped so far, can we log a ticket for you and investigate internally?
Yes please
You’re all set, @lukehanley! Don’t forget to reply to my email, when you get the chance.
Hi Nancy,
I have replied to your email
