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Not eligible for Dropbox for macOS 12.5 or later

Hi.

I work in an Graphic design agency where we use dropbox as a file server. Work a lot in inDesign and am starting to go crazy not being able to link online files.

Therefore we want to upgrade to the new version that supports the Apple silicon API.

However, we do not receive an invitation and in settings it says "You are not eligible for the updated Dropbox for macOS on File Provider at this time"

Have been in contact with dropboc support several times. Only get stupid answers before they stop replying at all.

Please, can anyone help?

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Accepted answers

Amy

Hi @Vincent B.10, thanks for your comment, and to the others in this thread as well, we hear your frustrations and understand your confusion about the eligibility criteria and migration process.

Currently, users interested in migrating need to be running macOS 12.5 (although we recommend macOS 13 for the best experience) and have less than 300K files. If you have more than 300K files, we recommend using Selective Sync to decrease your number of files to meet the requirement, migrate, and then, if you’d like, you can sync the content back to your Dropbox.

Here’s how you can sync down your content in order to migrate:

Open your Dropbox desktop app preferences.
Click the Dropbox icon in your menu bar in the top right corner of your screen.
Click your avatar (profile picture or initials) in the top-right corner.
Click Preferences.
Click the Sync tab.
Under Select folders to sync to this Mac (Mac), click Select folders.
Check the folders you’d like saved on your hard drive. Uncheck the folders you’d like removed.
Click Update.

We understand that this is not ideal. We are working on solutions to this issue and will let you know as soon as we have made the necessary improvements.

We will be in touch when we have any updates. Thanks again for the feedback.

All comments

Hannah

Hey @Onnbrok, thanks for posting to our Community.

As I'm sure our support team has already mentioned, we're still in the process of rolling out the new Dropbox for macOS version of the Dropbox app.

When you’re eligible, you’ll receive a notification on the Dropbox icon in your menu bar.

In the meantime, you can join our beta program. To do this, you can turn on early releases.

Let me know if you have any questions.

THISTHING

This has reached a ridiculous level. Dropbox supposedly has been rolling out this fix for months (for over a year now). I've yet to receive notification of being eligible on either a personal or a business account. It is seriously disrupting our workflow with InDesign and any other program that links files.

After a decade+ with Dropbox, we are considering moving to Box.

Michel B.16

Hi Hannah,

How is this rolled out? I have two devices on Ventura, and on one the Dropbox client has been updated a month ago, and on the other it (still) hasn't.

Nancy

Hi @Michel B.16, hope it's OK to jump in.

Do you have any external drives connected to the computer in question/Dropbox app perhaps?

Michel B.16

I have external drives connected to my Mac, but not to Dropbox. As in, my Dropbox install is on my boot drive, and I don't think I even have aliases to directories or files on the other drives.

Walter

Thanks for clarifying that for us @Michel B.16

May we reach out via email to have a further look internally at this point?

Michel B.16

Sure, but: I just did some more inspecting and it turns out that both machines do not have a Dropbox folder in ~/Library/CloudStorage

IF it would have updated to using File Provider, I would need to see a Dropbox folder there, right?

Both machines are running v179.4.4917, one is a Macbook M2, when I installed that one it took quite some time to because I accepted the update of the File Provider stuff. When I open dropbox on that machine, the preferences now say "You are not eligible for the updated Dropbox for macOS on File Provider at this time."

The other machine, a Mac Studio, has the same message, and I have not seen a popup about the File Provider process yet. It has 3 external drives.

Both machines run Ventura 13.4.1

So this would likely mean it's a false alarm and that I'm just not enrolled yet.

Megan

Hi @Michel B.16, I just sent you an email, and we'll discuss about this there.

See you!

franko2000

Screen Shot 2023-08-01 at 13.12.00.png I cant do either as Now I have noticed this!! am I correct??

Walter

Hey @franko2000, sorry to hear you're having issues with this.

To be able to run the desktop app on your computer, you'll need to be on Mac OS 10.13 High Sierra or later.

For more information, you can have a look here.

I hope this helps a tad.

franko2000

why now after this period of time don't I want to change my operating system?? why..

MrMcBlack

I have the same issue and we‘re absolutely frustrated as this has been disrupting our workflow for so long now.

We also consider switching to a different service with out business dropbox and almost 5tb of data.

Please dropbox, can you finally get this is order and get the bloody transition to file provider out?

It seriously is not that hard. Apart from that, instead of saying you‘re not eligible a more transparent

approach of communication would be highly appreciated. Tell the people why they are not eligible.

Is anything interfering? Can user do something about it themselves.

This is honestly the worst software experience just after Windows Vista….

If Apple would offer a business cloud I would switched years ago tbh….

Please, get this done. Thanks. Otherwise switching to Box or OneDrive soon.

katja_birkenstock

Hey @dropbox team, we've been having exactly the same issues described above.
I've been keeping a sharp eye out for updates, and to find out there is STILL NO FIX DATE is actually infuriating.

This has been costing us a huge amount in resources to work around, and it's simply not good enough given the amount we pay for the service.
I'm starting to look at alternatives as being forced to change our workflow around a broken product isn't acceptable.

Please, please, please advise when the fix will actually be available for users.

darren1501

If it helps... Dropbox will not convert if all team members are not below a file count (synced files per client) of less than 300k and are running supported a supported OS. As an admin you have no way to see the file counts for each user or force the update. The best you can do is to update to a supported OS and deal with the issues while the conversion takes place. After that request that your team uses selective sync on only folders they need (under 300k) and hope the Dropbox approves the conversion to Apple File Provider. As an admin I would like to say everyone needs to use selective sync, we will update your OS tonight and tomorrow you will be presented with Dropbox Apple File Provider option but that is not possible.

Vincent B.10

So let me get this straight: if we want our organization to move to Apple File Provider every team member needs to get their synced files to less than 300.000? Does this mean we have to deselect all folders in "Select folders to sync to this Mac"? Or does it mean we have to actually get rid of files? And is this only applicable to Mac users? Because we have some Windows users in our team as well. Do they have to do anything, so our Mac users can upgrade?

This all seems kind of ridiculous...

Amy

Hi @Vincent B.10, thanks for your comment, and to the others in this thread as well, we hear your frustrations and understand your confusion about the eligibility criteria and migration process.

Here’s how you can sync down your content in order to migrate:

Open your Dropbox desktop app preferences.
Click the Dropbox icon in your menu bar in the top right corner of your screen.
Click your avatar (profile picture or initials) in the top-right corner.
Click Preferences.
Click the Sync tab.
Under Select folders to sync to this Mac (Mac), click Select folders.
Check the folders you’d like saved on your hard drive. Uncheck the folders you’d like removed.
Click Update.

We understand that this is not ideal. We are working on solutions to this issue and will let you know as soon as we have made the necessary improvements.

We will be in touch when we have any updates. Thanks again for the feedback.

Onnbrok

Thanks Amy!

Now we finally had the opportunity to test this solution and I can confirm that it works. It takes some effort and time to get everyone on the team to sync as few folders as possible. But when this was done we finally got the opportunity to update. After this, everything has worked perfectly with links in Adobe programs.

But the fact that this took over two years to solve is madness!

asiufy

Amy,

Question: if I use Selective Sync and deselect a folder, the files are removed from my local storage, correct? Then once I migrate to the new File Provider version, I will have to download everything in that folder again...?

And if/when I reach the 300k limit, how soon will I get the "go ahead" to update? Is it automatic or do I have to do something?

Thanks.

Megan

Hi @asiufy, how are you today?

Yes, if you follow the steps Amy posted above, your content will be removed locally, but seen when you visit your account online.

The best way to get a file count would be to check your local Dropbox folder, by right clicking on it, and then Get Info.

However, keep in mind that this won't be precise if some of your content isn't syncing locally due to the device's settings.

As for the update, it will be automatic. You'll most likely get a notification, asking you to update once you're eligible.

I hope this helps!

asiufy

Thanks for the reply.

Are there plans to raise or remove this 300K limit altogether? I'm too far off, at 440K files right now.

From the looks of it, if I "unsync" 140K of them, I will have to download them all over again once I sync from them back... That's not very appealing right now...

Megan

I see where you're coming from @asiufy.

To be honest, we don't have any plans to remove the limit for the time being. Simply because that's a soft limit, to make sure the app is working without any issues.

The performance of the Dropbox application starts to decline after reaching approximately about 300,000 files.

As for raising it to a higher number, I'll forward your feedback to the appropriate areas so we can continue to improve, but I can't promise you that this will be implemented any time soon.