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Having issues reinstalling Dropbox on Mac OS

I'm having issues reinstalling my Dropbox on my MacOS (15.7.1) desktop. I had it synced with Scrivener, but it was taking so long to sync that I deleted the app mid-sync and cleared out the CloudStorage folder of the Dropbox folder. Then I uninstalled the app, and deleted all trace of Dropbox from my computer.

I just reinstalled it but then I was getting errors saying it wasn't able to load. This is the message I got saying I should share it with Support.

Now I've unlinked my device from my account, and when I open the desktop app it just keeps saying it's not connected to the internet. I'm not quite sure what to do.

Also when I try to attach my error message about "7 5 5 is not allowed in the community. Remove it and try again," so here's my pastebin of my error log.

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Jay

Hi @salsamaster, thanks for posting today!

For security, we're unable to view external sites such as pastebin.

Could you copy and paste the text in your log (and not attach the actual file itself) in your next reply in order for us to look into this in more detail?

This will help me to assist further!

salsamaster

@Jay unfortunately every time I try to post it, I get "7 5 5 is not allowed in the community. Remove it and try again." That's why I had to put a space between the numbers.

Jay

That's interesting to note! Could you try posting the log again, but remove any mention of the 755 (since there is probably that number in the log somewhere).

salsamaster

I replaced the number with ~~~, here you go!

bn.BUILD_KEY: Dropbox
bn.VERSION: 238.4.6305
bn.constants.WINDOWS_SHELL_EXT_VERSION: 88
bn.is_frozen: True
machine_id: 30af6c8f-f647-5e59-a792-175fe003bad6
pid: 6398
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='therese', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='T', pw_dir='/Users/therese', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='therese', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='T', pw_dir='/Users/therese', 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=0o40~~~ uid=0 gid=0
parent mode=0o40~~~ uid=0 gid=0
HOME: '/Users/therese'
appdata: '/Users/therese/.dropbox/instance1'
real_path='/Users/therese/.dropbox/instance1'
mode=0o40700 uid=501 gid=20
parent mode=0o40~~~ uid=501 gid=20
dropbox_path: '/Users/therese/Library/CloudStorage/Dropbox'
real_path='/Users/therese/Library/CloudStorage/Dropbox'
mode=0o40~~~ uid=501 gid=20
parent mode=0o40~~~ uid=501 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100~~~ uid=501 gid=20
parent mode=0o40~~~ 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/8l/vxg5jstx6m32nv5cl9yfm26m0000gn/T'
real_path='/private/var/folders/8l/vxg5jstx6m32nv5cl9yfm26m0000gn/T'
mode=0o40700 uid=501 gid=20
parent mode=0o40~~~ uid=501 gid=20
Traceback (most recent call last):
File "desktop/dropbox/client/main.py", line 7104, in _setup_root_for_account
File "desktop/dropbox/client/main.py", line 7438, in _get_root_for_account
File "desktop/dropbox/sync_root/helpers.py", line 594, in get_root_for_account
File "desktop/dropbox/foundation/futures/basic.py", line 938, in result
File "../mac_arm64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrap
File "../mac_arm64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_inner
File "desktop/dropbox/db_thread.py", line 100, in run
File "<string>", line 1, in _x__db_thread__sleep_thread
File "desktop/dropbox/db_thread.py", line 39, in set_name_and_run
File "../mac_arm64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in run
File "desktop/dropbox/foundation/runtime/__init__.py", line 730, in decorated
File "desktop/dropbox/foundation/futures/sleep/__init__.py", line 169, in _run
File "desktop/dropbox/foundation/futures/basic.py", line ~~~, in set_result
File "desktop/dropbox/foundation/futures/basic.py", line 718, in _on_post
File "desktop/dropbox/foundation/futures/basic.py", line 1118, in _stage1
File "desktop/dropbox/foundation/futures/basic.py", line 455, in _then_callback
File "desktop/dropbox/foundation/futures/helpers.py", line 527, in <lambda>
File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 595, in _get_mount_path
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/d56fa57d-8c9b-4b1c-9260-fd254a1df5eb’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/d56fa57d-8c9b-4b1c-9260-fd254a1df5eb’., NSUnderlyingError=0x600002295980 {Error Domain=NSFileProviderErrorDomain Code=-2012 "(null)"}}

Hannah

Hey @salsamaster, thanks for the error log.

This issue usually gets resolved by restarting the Dropbox app; if you quit it and then relaunch it, does it help at all?

salsamaster

No, I tried it a couple of times and then restarted my computer and tried it, and it still didn't work.

Hannah

I see, thanks for the update, @salsamaster.

Since the issue persists, check whether you have a copy of the Dropbox.app file on your computer in these locations:

/Applications
~/Library/Application Support/Dropbox

If you see this file in both locations, delete the file in the second location(~/Library/Application Support/Dropbox).
If you see the file in the second location but not in the first, move the file to the first location(/Applications).

3. Restart the Dropbox desktop app.

salsamaster

I didn't see any duplicates, but I did just restart the app and it looks like it's okay now!

Jay

Hi @salsamaster, thanks for the reply.

Feel free to reach out to us again if you experience the same issue again.