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Forum Discussion

ssingeisen's avatar
ssingeisen
Explorer | Level 3
2 years ago

After File Provider update, files won't load or show in Finder

Hello all, I allowed the File Provider update as prompted by the sync app. However, since the Dropbox location has moved from Favorites to Locations on my Finder app, my Dropbox files won't show up...
Desktop
Error Messages
Mac
  • Walter's avatar
    Walter
    2 years ago

    Hey ssingeisen, sorry to jump in here, but could you run the offline installer of our latest version of the desktop app from this page directly without uninstalling first and let us know how it goes?

     

    While we're at it,  make sure that you install the app with admin privileges and that you've also granted Dropbox full disk access. 

Hannah's avatar
Hannah
Icon for Dropbox Staff rankDropbox Staff

Hey ssingeisen, thanks for bringing this to our attention.

 

Can you check if you have the Dropbox icon in your menu bar?

 

If so, please hover over it and let me know which version of the app you have installed and if there are any error messages that appear.

 

Thanks in advance.

ssingeisen's avatar
ssingeisen
Explorer | Level 3
2 years ago

Hi @Hannah,

 

Here's what I get:

Not long after starting, I get the previous message of 'trouble connecting'.

Then after a moment or two, this is the status:

...with the obvious change in color and 'sync' icon overlay. However, it never moves past this or progresses.

Thanks!

Scott

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey ssingeisen, sorry to jump in here, but could you run the offline installer of our latest version of the desktop app from this page directly without uninstalling first and let us know how it goes?

     

    While we're at it,  make sure that you install the app with admin privileges and that you've also granted Dropbox full disk access. 

    • ssingeisen's avatar
      ssingeisen
      Explorer | Level 3
      2 years ago

      Hi Walter,

      That seems to have worked. It took a bit to get there, so here's the short version:

      1. Realizing I no longer needed a connection to a linked account (old company) I backed up info and disconnected that account

      2. Installed offline installer for Mac iOS per suggestion, which initially did not do anything differently from prior to circumstances.

      3. Signed out of account through menu bar icon/app as an attempt to fix; signed back in with no change

      4. Restarted Mac, hoping that would help.

      5. Upon reboot, the Dropbox folder was gone from Finder (both Favorites and Locations).

      6. Dropbox sync caught up with the start-up routine and asked if I wanted to sign in; yes, following typical prompts.

      7. The Dropbox folder is back in the original location before this scenario began - in the Favorites area of the Finder sidebar.

      8. All working as far as I can tell.

      Thanks,

      Scott

      • Walter's avatar
        Walter
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Glad to hear it's sorted now and thanks for keeping us in the loop too ssingeisen 

         

        Have a lovely week ahead, Scott! 

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