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Couldn’t communicate with a helper application - Desktop client

Hi there,

I've got a large file (100GB+) I'm trying to make available for offline access, but every time I try to get it, a pop-up comes up saying:

Couldn’t communicate with a helper application.

Using latest dropbox on a Mac (with Ventura 13.2.1)

Thanks!

Fede

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Nancy

Hi @fedeboraxx! Thanks for posting this on our forum.

Do you mind sending over a screenshot of the exact error message that you see on your end?

Also, if you try to sync a smaller file locally via the desktop app, do you keep receiving the same error?

Let me know when you’ve got more updates.

fedeboraxx

Smaller files are fine, and here's a screenshot:

Screenshot 2023-02-21 at 10.58.36.png

Thanks!

Fede

Nancy

Thanks for the screenshot as well, Fede!

Can you please clarify what’s the app version of the Dropbox app on your computer, as well as its current syncing status?

fedeboraxx

DB v 167.4.4719

Everything else syncing fine!

Emmet

Hi @fedeboraxx,

We just have a few more questions. Are you using the context menu to make the file available offline, clicking the cloud icon, or double-clicking the file to open it?

This will help us figure out the issue.

Regards,

Emmet

fedeboraxx

Hi Emmet,

I've tried both. Clicking on the cloud icon AND context menu -> make available offline

Thanks

fedeboraxx

AND double clicking on it.

Emmet

Hi @fedeboraxx,

We’d like to check what’s going on here, would you mind if we reached out to the email associated with your community profile to look into this further?

Thank you!

Emmet

fedeboraxx

sure!

Emmet

Hi @fedeboraxx,

Thank you for confirming this. We have emailed you directly, and our team will follow up with you shortly to assist.

Regards,

Emmet

Glasside

Hi - did you manage to resolve this? I'm having the same error

Hannah

Hey @Glasside, sorry to see you're having trouble with this as well.

Are you seeing this error also when trying to make a really large file 'available offline'?

And how are you making it available offline? by right-clicking it?

james1978

This is also happening to me.

I work in video production. I have folders for video projects shared with my editor. They are often upwards of 200bg or more (100s of files).

I have tried the following:

1. Syncing with my computer. When I try to download the whole folder, it goes for a while, and then I get the error, "Couldn’t communicate with a helper application."

2. I've tried doing it by bit by -- forcing sync to my hard drive sub-folder by sub-folder, but I find that by the time I get to the end, the original sub-folders I synced have unsynced again.

3. I've tried downloading from the web, but it just takes forever. And the last time I did it, it timed out and gave me an error

Please help. Thanks

Nancy

Sorry to hear this, @james1978.

Can you let me know what syncing icon you see next to these folders when trying to download them locally?

Also, what’s the app version and syncing status of your Dropbox app?

Is this happening even if you try to sync a really small folder to your computer?

james1978

I got help from support, and it's fixed now. It was an issue with Full Disk Access priveledges. Thanks!

luk3h

Hi,

i was using my dropbox today on hotspot, while working in cafe... and suddenly the app stoped to comunicate with finder... dropbox panel is stuck on syncing, but nothing is happening, when i click on any file in the panel – i see black "popup" with the word opening at the bottom of DB panel (never seen it before)... and nothing happen. and when i try to download any file, its imediately stuck and then there jups finder popup — couldn’t communicate with a helper application. I cannot se new files added by someone else, an when i try to upload new file in any folder – its stuck with cloud icon.

Tried to restart computer, restart drobox — both couple of times. I tried fix dropbox permissions, doesnt help either.

I paused sync in the panel and than, when i click on any file in the activity panel, it opens in finder as usual. But when i go back online, it stops working.

I have Macbook pro M16, OS ventura 13,4 and dropbox v186.4.6207.

luk3h

Screenshot 2023-11-02 at 16.10.23.png

Hannah

Thanks for letting us know about this, @luk3h.

Can you check that you have given Dropbox full disk access as well?

luk3h

Yes i did, i’ve also updated to last macos ventura v 13.6.1, doesnt help either... i found out, that dropbox file provider keeps crashing, i send it directly to support – Ticket #22878577: Open

Megan

Hi @luk3h, thanks for providing the ticket number to us!

I've located in on our system, and passed my comments there. Now the best thing that you can do is remain a little patient, and wait for the agent working on your case, to provide you with all the appropriate next steps.

Thanks a bunch!

Walker3

Hi!

I'm using the desktop account on MacOS Montery 12.7.1. I've reinstalled Dropbox, but still am not synching multiple files, getting the same message, "

couldn’t communicate with a helper application"

How can this be fixed? I've discovered a few months of files that are missing/only on one computer, but not another.

Walker3

I've just discovered nothing is uploading from my computer to the web-based file folders either. I get a cloud icon with an exclamation point inside it.

luk3h

Guys — go to support chat, they solved the problem for me.

Walker3

Thanks, Luk3h!

That fixed it!

Megan

Glad to see everything works like they should, guys!

If you need anything else, I'll be one post away! Have a lovely weekend ahead,enjoy!

dbonaparte

I'm also having the same issue, trying to download files QT files 100GB+ in size. I've tried clicking on the cloud icon but get the same message "couldn't communicate with a helper application". Double-clicking on the file it says the document could not be opened (obviously, it's not in my hard drive).

Reading this thread, I've allowed DBox full disk access and restarted the computer & application but have not been able to resolve the issue.

Please help. Thanks.

dbonaparte

Reading this thread, I've allowed DBox full disk access and restarted the computer & application but have not been able to resolve the issue.

Please help. Thanks.

PS: I forgot to mention I'm using a 13-inch MacBook Pro, M2, 8 GB and my Dropbox version is 189.4.8395 (up to date).

Walter

Hey there @dbonaparte - sorry to hear you're having issues with this.

From what I gather you're getting this error message from files that are online only - correct me if I'm wrong please.

If that's the case, could you try making them available offline on your computer and let me know if you still get the errors you mentioned?

dbonaparte

Hello Walter, thanks for your reply.

You are correct, I only have this issue with online-only files. And, from what I can surmise, the issue only affects these weighty, QuickTime files- as lighter online files (Excel spreadsheets, Power Point presentations, even lighter image files) do not seem to present this problem and seem to sync up issue-free.

I have also singled the video files as "available offline" in my computer yet that action does not seem to always work, or positively affect the synching of the files (ie, it's not "a given").

The baffling thing is the "couldn't communicate with a helper application" message happens in a random fashion. It "comes and goes". I'll be able to sync a file, or two, and then the message will pop up again for hours on end... and, suddenly, the platform will allow me to download another file or two, for the problem to arise again. It's like a never-ending cycle.

As of this moment, as I'm writing this reply, the platform is allowing me to download a file. But I expect to be able to sync this file & perhaps one more before the warning pops up again. What I'm trying to say is that synching is not automatic, not a given.

Just so you know, I'm being careful to not run out of space in my hard drive so I download one file at a time, back it up to an external drive, then delete the original file and try to sync another. Yes, it's painfully slow going as I make sure to always have plenty of room in my computer's HD. So HD space is NOT an issue.

What worries me is the randomness of the issue, and that if I were on a rush to meet a deadline I could not be sure to meet my commitments on time. As it happens, I'm doing this on my own time to back up my files (and free-up online space). But this issue makes it extremely frustrating and is a warning for planning future projects.

I'm a long-time user of Dropbox and have never had an issue like this before.

Walter

Thanks for the additional information @dbonaparte - much appreciated.

In this case, I'd suggest keeping an eye out on this behavior and if you notice it again, you can contact our support team for further assistance with account and device specific information.