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Massive syncing issues with latest version of dropbox on an M2 MacBook Pro

I spent over an hour with Dropbox the other night trying to resolve syncing issues.

I recently switched from a 5 year old intel based iMac to an m2 MacBook Pro. Originally, I migrated everything from the previous computer through migration assistant and updated to the latest version of dropbox which moves the folder to the CloudStorage folder under Library.

Dropbox became unusable at this point. I could no longer keep my documents, downloads and desktop folders synced with Dropbox. The only way it seemed you could accomplish this was a full computer back up - which I did not want. After you complete a computer back up, the files are NOT available in the main file screen of Dropbox. The files get shoved into the "backups" section. This is not ideal for someone who uses multiple devices and depends on Dropbox for file portability.

A ticket was created by the person who helped me via chat but I've heard nothing back.

I decided maybe something negative happened whenever I migrated. So last night after making sure all my files were safe somewhere else, I completely wiped the computer and installed a brand new copy of Dropbox straight away. Same problems are occurring. I cannot get the downloads, desktop or documents folders to sync with Dropbox. It appears the only way to do this is to do a full backup of the computer and I do NOT want to do that because the files will not be conveniently placed where they used to always exist.

Am I just missing something obvious here?

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palominov55

I am adding here that previously, Dropbox would put a folder in for whatever computer had files in your dropbox. "Name's iMac" is what it would say and it would have an apple icon next to it. You could click that and open your documents, desktop and downloads folders easily from there. Now I can't do that and I am honestly frustrated by this the most. It's just not easy to access my files anymore by shoving them into the "backup" section

Freerk12

So, my problems seem to be a little less intrusive as yours. Nevertheless very annoying. Since I moved to the new Dropbox on my Mac Mini a few weeks ago (Dropbox is now placed between the drives instead of the upper locations in Finder):
- some files are not syncing, at all
- files stored in Dropbox are not shown anymore in “recent files”.
Btw, I work mostly in Logic on my Mac.
I was not negative about DB, it all worked quite well. Collaborating with another musician. Syncing. It was all fine. Until some weeks ago, when I was asked to migrate to the new version of DB. It’s been frustrating. I can’t just move to another cloud service. How can they just release a new version with these bugs????

palominov55

I'm trying to migrate everything to iCloud now. Dropbox is rendered unusable on M2 MacBook Pro. I prefer keeping things in both places, but this is out of control. It's almost like someone did not fully test this release before dropping it.

Megan

Hi @palominov55 & @Freerk12, thanks for sharing your thoughts with us here!

Now let's get to business: @palominov55, do you happen to have a ticket number reference, from your communication with our Support team?

Also, @Freerk12 you mentioned that some of your files aren't syncing at all. Does this happen with Logic files only, or all sorts of content? Also, could you clarify the exact syncing status of the app while we speak?

If you have any screenshots of what you see under your "Recent files" that'd be awesome too.

Keep me posted, and we'll take it from there!

Freerk12

Hi Megan,
So, syncing issue is happening after I make a bounce of a music project (mixdown to stereo) as a mp3 file. This mp3 file is not synced.

About recent files.
When I open Logic, it asks what I want to do: start a new project or open a recent file. Since the update, it does not show the correct file anymore. Also, the list of recent files is not updated anymore. Quite annoying.
But for me, the syncing issue is the most critical. It is a potential disaster because I’m collaborating with another producer. If Logic files are not updated (which I’m fearful of), it might be that the other person works in older files. And his work is done for nothing. Please solve it asap.

Jay

Hi @Freerk12, is it possible that you're experiencing this behavior regarding Logic files and the new Dropbox desktop application for Mac OS?

Freerk12

No, it's also with plain MP3 files............... Screenshot 2023-04-05 at 22.33.49.png

Freerk12

This DB is getting on my nerves...

Jay

Just for clarification, are all those MP3 files not synced, or just the one with the plain cloud icon on it?

Freerk12

Does anyone @ Dropbox know when this will be resolved?????? I’m so annoyed by this horrific syncing behaviour of DB….

palominov55

They don't. They also absolutely 100% refuse to refund my money for the unused time since I downgraded to the free plan. I had to spend HOURS transferring all of my files to a different cloud service because dropbox now requires that you BACK UP YOUR ENTIRE COMPUTER in order to have access to a few files - absolutely useless and a waste of space in the cloud.

I would suggest, if you are in the US, filing a complaint with the Better Business Bureau.

What a scam.

Freerk12

MP3 files with the plain cloud icon to it.

But like I said, also recent files are not updated anymore in Logic, since latest DB update.

Please, please, please fix this, DB....

Lorenstrex

it's called capitalism, where if they know they can and still get paid they don't need to fix it. It's not a problem for them unless loads of people stop using dropbox because of it, and if you're like me you're optimistically hoping they'll roll out a fix within the next year if they get enough complaints, then they won't have many people leaving the service within that time because we're patiently waiting.

Crashburn M.

WHAT HAVE YOU DONE DROPBOX?!

I've just got my new M2 macbook pro (literally the fastest one) and I find I can't even open my dropbox app properly. First it doesn't show ANY folders at all, then i unisntall it after reading a few articles on here and find that it now won't even open and it's giving me an error code. Please help!

Walter

Hey @Crashburn M., sorry to hear about this.

Can you please send us a screenshot of the error you're getting so that we can have a look too?

Crashburn M.

I've got the code, is it safe to post on here?

Also I seem to be unable to sync my dropbox desktop app at all. No folders are showing.

Walter

Yes, feel free to post the whole error log here as it would help us get a better visual of the issue at hand @Crashburn M.

If you could also clarify your device's exact OS version, I'd appreciate it.

Crashburn M.

I'm on OS ventura 13.5

Here's the code:

bn.BUILD_KEY: Dropbox
bn.VERSION: 184.4.6543
bn.constants.WINDOWS_SHELL_EXT_VERSION: 66
bn.is_frozen: True
machine_id: a20335f7-739d-53c6-b3af-4e9975ba85b5
pid: 4082
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='ryanmackfall', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Ryan Mackfall', pw_dir='/Users/ryanmackfall', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='ryanmackfall', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Ryan Mackfall', pw_dir='/Users/ryanmackfall', pw_shell='/bin/zsh')
euid: 501
gid: 20
egid: 20
group_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: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/ryanmackfall'
appdata: '/Users/ryanmackfall/.dropbox/instance1'
real_path='/Users/ryanmackfall/.dropbox/instance1'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
dropbox_path: '/Users/ryanmackfall/Library/CloudStorage/Dropbox'
real_path='/Users/ryanmackfall/Library/CloudStorage/Dropbox'
not found
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/05/2yn4pw9x2mx2xrbwtvn77plc0000gn/T'
real_path='/private/var/folders/05/2yn4pw9x2mx2xrbwtvn77plc0000gn/T'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
File "desktop/dropbox/client/main.py", line 5546, in _setup_root_for_account
File "desktop/dropbox/sync_root/helpers.py", line 520, in get_root_for_account
File "desktop/dropbox/foundation/futures/basic.py", line 858, in result
File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 232, in set_result_or_convert_exception
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/e16b44d4-d938-4ca5-ac67-d35355903270’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/e16b44d4-d938-4ca5-ac67-d35355903270’.}

Walter

Thanks for the quick response @Crashburn M.

Could you quit the desktop app, reboot your computer, relaunch the app and let us know if you still get the same error?

Crashburn M.

Nope, same issue. Just for context I followed another one of your colleagues who recommended putting an older version on here (rosetta based) and this has caused further issues.

Megan

Hi @Crashburn M., when you say further issues, what exactly do you mean?

Also, can I reach out to you in order for us to be able to investigate the error further?

Crashburn M.

I've reinstalled, restarted and tried everything. The problem still persists.

Jay

Hi @Crashburn M., thanks for the info, could you try contacting the support team directly using this link to investigate this in more detail?