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duanstokes's avatar
duanstokes
Explorer | Level 3
8 years ago

Os X 10.13 High Sierra & Smart Sync

There's a lot of posts about possible issues with OS X High Sierra and Smart Sync.  We use dropbox a lot and have only recently enabled Smart Sync for all users in the team. Can someone from Dropb...
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  • Brian B.39's avatar
    Brian B.39
    8 years ago

    Apple recommended something I should have thought of... Safe mode.

     

    I first disabled Gatekeeper using the following command in terminal (unclear if this would be required):

    sudo spctl --master-disable

    I then rebooted the Mac into safe mode and opened the Security panel in System Preferences and clicked the Allow button.

    The Blocked message cleared from the Security Panel and Smart Sync was active and operating normally when I rebooted.

     

    Issue seems resolved.

  • Ross_S's avatar
    Ross_S
    7 years ago
    Hi monaronyc and others,

    The issue reported with the preferences not loading the right screen / not being able to enable Smart Sync is an issue we're actively investigating right now.

    I hope to be in touch with an update shortly.

    Many thanks for highlighting.
Jane's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff
Hey ibizwu, let me explain in more detail below! 
 
You may keep in mind that Ross S. (who’s a top-level technician) has already commented that we’re actively investigating (it’s on the third page on the this thread) & we’re currently collecting all relevant cases via our Official Support Channel, so as to examine the possible causes of the behavior.
 
That being said, when it comes to the troubleshooting performed via email, our team has to ensure that all relevant settings are applied correctly before we send a request to a higher level of support. I understand that you may have to repeat some pieces of info, in order for our agent to make sure that they’re following the right path, though you could just confirm what you’ve already done on your end, in order to get going on the matter. Once you do, our colleague will cross-check the details on our tools and send over the most appropriate next steps. 
 
I hope this brings some more clarity on your inquiry & I’m always here to help speed-up the process. Thanks again to all for the patience & understanding! 
ibizwu's avatar
ibizwu
Explorer | Level 4
7 years ago

Ok just to share some testing I've done. So, in my environemnt I believe I've narrowed the problem to AirWatch. An MDM solution. So, I imaged a fresh laptop with ONLY High Sierra. The first thing I do is install Dropbox. I'm able to see the "allow" extension option. I don't click it and restart the comptuer. Upon restarting I install and enroll the agent with AirWatch with nothing else. No profiles, settings, or anything. As soon as I do that, I'm no longer able to see the "allow" extension option. If I unenroll and restart the laptop, I can see it again. 

 

Now, i'm sure others are not using AirWatch but it could be other software that interferes with the Dropbox extension. I'm going to test other apps to see if I get the allow and see if it's just Dropbox or others apps as well. 

  • Sanchez's avatar
    Sanchez
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    Hey again, ibizwu, 

    Thanks for sharing that. We look forward to hearing the results of your testing. Let us know when you have a chance. 
     
    Have a great week ahead :wink:
     
  • G-Tech's avatar
    G-Tech
    Helpful | Level 6
    7 years ago

    Hello. I did not have the installation problems with the kernel extension. However, I have two Macs (MacBook Pro 2014, MacBook Air 2011) running 10.13.3, and both started having problems during sleep after I have added the smart sync feature: they crashed during sleep mode, (e.g. over night) and, after a reboot, displayed a macOS error message "sleep wake failure experienced a problem". On both Macs the problem disappeared after removing the Dropbox kernel extension in "/Library/StagedExtensions/Library/Extensions/" (it was not easy getting rid of the extension...). 

    Any ideas?

  • Sanchez's avatar
    Sanchez
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    Hey G-Tech, 

    This is something that we’ll need to have our team take a look at. Go ahead and submit a support ticket here so our team can troubleshoot further with you. 
     
    Thanks! 

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