Os X 10.13 High Sierra & Smart Sync

Jane,

I too have contacted the official support but the support person knew nothing of this issue and asked me to try various things such as installing. I eventually gave up because she really couldn't help and seem to understand the issue which is why i turned to the forum.

My ticket info is: Ticket #7562661

monaronyc

We too are seeing the same exact problems. We are now in High Sierra 10.13.3 using Dropbox app v43.4.50. Problems still persist with Smart Sync and sycronization. I believe there are screenshots to this discussion you can reference.

Brian B.39

Is this happening while using VNC to remote into the machines or is it also happening when sitting at the keyboard?
In my case I was using VNC with all of the machines.

It's as soon as you install it. Even on a freshly built machine.

and it's not while connected to any remote service such as VNC.

monaronyc

YES! We know about the VNC problem. Found that out the HARD WAY! But yes, problem is when the app asks you to enable in System Preferences, and nothing is there to enable. Per Screenshot:

KarlaWebster

I am also having this issue. Running 10.13.3 on macs (and I manage 80 of them!) with Dropbox v44.3.52
On several machines I've wiped the harddrive and reinstalled high-sierra and then downloaded fresh versions of Dropbox. This is unacceptable. Please fix.

Thanks for keeping me updated here!

- @ibizwu: As your previous ticket was automatically closed, I’ve made sure to create a new support request on our system on your behalf, so as to look into the matter together.

At your convenience, could you check your inbox for our latest message and let me know if you have any issues locating the reply, so that I make sure to send that again?

- @monaronyc & @KarlaWebster: You may keep in mind that this thread is currently actively monitored by @Ross_S@Ross_S, who is a product expert, when it comes to the desktop application functionality. I’d happily work on a specific example with you (& send your requests to a more specialized team member if necessary) though through our Official Support system if you let me know a ticket ID here.

Again, I appreciate your patience during our investigation & I’m looking forward to hearing back from you on this discussion!

jcourtneycozero

As with Karla, I manage a fleet of 30 MBP/iMacs and we are seeing this issue on fresh installs.

* High Sierra 10.13.3

* Dropbox app v43.4.52

It's really not acceptable to be not providing some prominent advice and acknowledgement of the issue *directly* from Dropbox.

Hey @jcourtneycozero,

I’m sorry to hear that you are experiencing this issue as well.

I’d like to make sure that we’re on the same page about the version of our app that you’re using. There currently isn’t a version 43.4.52, that I’m aware of. Did you perhaps mean 44.3.52? If this is is the case, then I suggest that you try our current stable release, 43.4.50, as issues like the one you’re describing can occur with betas.

A beta version is denoted by a xx.3.xx, instead of the xx.4.xx. If you are on a beta build, it means that you have opted in to Early Releases in your online account settings. I recommend that you switch this off, and then install our latest stable build.

Let us know how it goes, and we can put you in touch with our support team if necessary.

Thanks!

jcourtneycozero

Yes, apologies.

Dropbox v44.3.52.

sampsen

Hello, I'm experiencing the same problem. High Sierra 10.13.3 and Dropbox 42.4.50 won't allow me to enable smart sync. My Dropbox for Business account has over 25TB of data. I CAN'T sync that much data and Selective Sync is way too cumbersome with this much info.

We need a fix for this now.

Thanks for keeping us in the loop here @jcourtneycozero. As we’d really like to help you over on this matter, could you see if this persists with the Stable Build as well?

- @sampsen: Assuming that you’ve already enrolled in the feature on the Admin console, you could also make sure that it’s the default option. From there, right afterwards it’s advisable to reboot your device once, so as to reload all visual elements. Does that give you the option to allow System extensions?

Let us know how these steps work for you here!

It honeslty seems like Dropbox either does not realize there is an issue or does not know how to fix it. If you're developers are working on it you should just let folks know they are actively working it and provide frequent updates. I have a ticket open and they seem to ask the same questions and do the same steps to troubleshoot. It's very frustrating. I've never really had issues with Dropbox before until now.

Hey @ibizwu, let me explain in more detail below!

You may keep in mind that @Ross_S (who’s a top-level technician) has already commented that we’re actively investigating (it’s on the third page on the this thread) & we’re currently collecting all relevant cases via our Official Support Channel, so as to examine the possible causes of the behavior.

That being said, when it comes to the troubleshooting performed via email, our team has to ensure that all relevant settings are applied correctly before we send a request to a higher level of support. I understand that you may have to repeat some pieces of info, in order for our agent to make sure that they’re following the right path, though you could just confirm what you’ve already done on your end, in order to get going on the matter. Once you do, our colleague will cross-check the details on our tools and send over the most appropriate next steps.

I hope this brings some more clarity on your inquiry & I’m always here to help speed-up the process. Thanks again to all for the patience & understanding!

Ok just to share some testing I've done. So, in my environemnt I believe I've narrowed the problem to AirWatch. An MDM solution. So, I imaged a fresh laptop with ONLY High Sierra. The first thing I do is install Dropbox. I'm able to see the "allow" extension option. I don't click it and restart the comptuer. Upon restarting I install and enroll the agent with AirWatch with nothing else. No profiles, settings, or anything. As soon as I do that, I'm no longer able to see the "allow" extension option. If I unenroll and restart the laptop, I can see it again.

Now, i'm sure others are not using AirWatch but it could be other software that interferes with the Dropbox extension. I'm going to test other apps to see if I get the allow and see if it's just Dropbox or others apps as well.

Hey again, @ibizwu,

Thanks for sharing that. We look forward to hearing the results of your testing. Let us know when you have a chance.

Have a great week ahead

G-Tech

Hello. I did not have the installation problems with the kernel extension. However, I have two Macs (MacBook Pro 2014, MacBook Air 2011) running 10.13.3, and both started having problems during sleep after I have added the smart sync feature: they crashed during sleep mode, (e.g. over night) and, after a reboot, displayed a macOS error message "sleep wake failure experienced a problem". On both Macs the problem disappeared after removing the Dropbox kernel extension in "/Library/StagedExtensions/Library/Extensions/" (it was not easy getting rid of the extension...).

Any ideas?

Hey @G-Tech,

This is something that we’ll need to have our team take a look at. Go ahead and submit a support ticket here so our team can troubleshoot further with you.

Thanks!

majomabaja

This is Exactly the problem I am having. It's been going on since January and I have heard Nothing from Dropbox.

Ross_S

Sorry it's taken me so long to get back.

We should now have resolved the issue where, when some opt into Smart Sync, you proceed to grant Accessability but can't proceed. Is anyone still hitting this on macOS 10.13+ ?

Many thanks!

Ross_S

@majomabaja we'll reach out to you right now!

monaronyc

Thanks for the update! And sorry for the delay! I'm going to try a few today. Will let you know. Stand by...

MattCrampISF

I've just tried it, and seeing the same issue. I've also tried the accepted solution, booting into safe mode, suspending Gatekeeper, and then installing it, which works, until the machine restarts and the Dropbox extension is blocked again.

I've also tried it on a home computer running High Sierra. Unlike on the work machine, MacOS will pop up a warning saying that it's blocked an extension, and then when it's dismissed Dropbox then prompts to open the security preferences. On the work machine, I don't get the first popup from MacOS.

Thanks for posting on the Dropbox Community on this issue @MattCrampISF, I’ll do my best to check back what’s happening with you & work towards a fix!

From what I gather, at the moment you’ve tried several troubleshooting steps on your own, so, in order to speed things up a bit, I’d suggest investigating the cause of the behavior through our Official Support Channel.

If it’s not too much trouble for you, could you verify that you’re granting me your permission to get in touch with you on the email address connected to your Dropbox account, so as to further advise on further steps? Once you do, I’ll email you directly.

Thanks again & I’ll be awaiting your next reply!

MattCrampISF

It's fine to contact me on my work email. We've been able to work around our Dropbox issues because High Sierra has not been good for us in general, but we're starting to get Macs with High Sierra on them by default so it's become a priority to find a fix.

Jay

Thanks for the confirmation, we’ve sent you a brief message to that address.

Please let us know if you haven’t received it in your inbox. Thanks!

IIT

Has anyone managed to get a working solution to this? We have the same issue on Multiple Mac's with High Sierra. Dropbox seem to have no clue on the issue and even with support tickets logged the response we are recieving is at SNAILS pace.

Terrible support thus far.