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Newest version of the app getting stuck during start up.

I am a helpdesk tech, one of our users has the newest version of the app getting stuck at start up. I have tried advanced reinstall, computer restart, etc.

Application Affected
Dropbox App
Device
Macbook
Operating System/Browser (if using the web)
TBD
Dropbox App Version (if using the app)
TBD

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Desktop

Mac

Comments

Megan

Hi there, @jlutton, welcome to our Community!

You mentioned that the app is getting stuck during start-up. Can you let me know exactly what happens? Do you see any specific errors when you're trying to open the app, or is it unresponsive?

Feel free to send me a few screenshots if you have any, or the .txt file of the error message if you get one.

What is the exact OS the device is using? Lastly, are you certain that you don't have any proxy, VPN, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

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

jlutton

She is on Sonoma 14.8.4, I don't have a screenshot at the moment but it was something along the lines of "can't sign in to dropbox" or "can't connect to dropbox". This occurred when the app was stuck "starting" and I attempted to sign in. We updated the Mac from a previous OS to the Sonoma OS I provided, that was unsuccessful. We have restarted, reinstalled, deleted all dropbox files from Mac, tried on another user profile. Our next step will be to look for Proxy/VPN/Antivirus, but I don't believe she has any set up. No dropbox domains are blocked.

jlutton

And the dropbox version is 243.4.6956

Walter

Thanks for the additional details there @jlutton - much appreciated.

Can you please try the latest stable version of the app from this page and let us know if the issue persists?

Nancy

@jlutton, did you try out Walter’s suggestion perhaps? If yes, how did it go?