Dropbox app won't install, it fails with an error.

[lukehanley]

Hi Folks,

Moved from work MacBook back to personal

Now dropbox will not install and I am getting an odd error - see screenshot below

Can't reach anyone to help either ... although that is suggested

Any thoughts?

Appreciated in advance, Luke

 

 

[Megan]

Hi @lukehanley, let's jump right into this! 

Would you be able to click on the blue hyperlink? In order for us to further investigate, we'll need to get and analyze the full error log that corresponds to the error message pop-up you're getting.

You can reply back here with it. 

Keep me posted!

[lukehanley]

 

[lukehanley]

Included now thanks

[Megan]

Hey @lukehanley!

It doesn't seem to be the full thing. Would you be able to send me the full text, please? 

[lukehanley]

bn.BUILD_KEY: Dropbox
bn.VERSION: 205.4.5765
bn.constants.WINDOWS_SHELL_EXT_VERSION: 76
bn.is_frozen: True
machine_id: 8ce092f9-b86a-5590-b099-98aedb6e7acc
pid: 5406
ppid: 1
uid: 502
user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
euid: 502
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=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/lukehanley'
appdata: '/Users/lukehanley/.dropbox/instance1'
real_path='/Users/lukehanley/.dropbox/instance1'
mode=0o40700 uid=502 gid=20
parent mode=0o40700 uid=502 gid=20
dropbox_path: '/Users/lukehanley/Library/CloudStorage/Dropbox'
real_path='/Users/lukehanley/Library/CloudStorage/Dropbox'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=502 gid=20
parent mode=0o40755 uid=502 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/vc/jk568y016894ghyv71q058080000gp/T'
real_path='/private/var/folders/vc/jk568y016894ghyv71q058080000gp/T'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
Traceback (most recent call last):
File "desktop/dropbox/client/main.py", line 5758, in _setup_root_for_account
File "desktop/dropbox/sync_root/helpers.py", line 530, in get_root_for_account
File "desktop/dropbox/foundation/futures/basic.py", line 874, in result
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrap
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_inner
File "desktop/dropbox/db_thread.py", line 96, in run
File "<string>", line 1, in _x__db_thread__sleep_thread
File "desktop/dropbox/db_thread.py", line 36, in set_name_and_run
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in run
File "desktop/dropbox/foundation/runtime/__init__.py", line 676, in decorated
File "desktop/dropbox/foundation/futures/sleep/__init__.py", line 163, in _run
File "desktop/dropbox/foundation/futures/basic.py", line 704, in set_result
File "desktop/dropbox/foundation/futures/basic.py", line 667, in _on_post
File "desktop/dropbox/foundation/futures/basic.py", line 1050, in _stage1
File "desktop/dropbox/foundation/futures/basic.py", line 421, in _then_callback
File "desktop/dropbox/foundation/futures/helpers.py", line 436, in <lambda>
File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 1019, 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/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’.}

[lukehanley]

See above thanks - apols, been offline for a couple of days

[Nancy]

Thanks for sending over the full error log, Luke. Here are the steps I’d like you to try in this case.

Please give them a go and let me know if they resolve the issue.

[lukehanley]

Neither worked sorry - can I please get a call?

[lukehanley]

bn.BUILD_KEY: Dropbox
bn.VERSION: 206.3.6386
bn.constants.WINDOWS_SHELL_EXT_VERSION: 76
bn.is_frozen: True
machine_id: 8ce092f9-b86a-5590-b099-98aedb6e7acc
pid: 17505
ppid: 1
uid: 502
user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='lukehanley', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Luke Hanley', pw_dir='/Users/lukehanley', pw_shell='/bin/zsh')
euid: 502
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=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/lukehanley'
appdata: '/Users/lukehanley/.dropbox/instance1'
real_path='/Users/lukehanley/.dropbox/instance1'
mode=0o40700 uid=502 gid=20
parent mode=0o40700 uid=502 gid=20
dropbox_path: '/Users/lukehanley/Library/CloudStorage/Dropbox'
real_path='/Users/lukehanley/Library/CloudStorage/Dropbox'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=502 gid=20
parent mode=0o40755 uid=502 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/vc/jk568y016894ghyv71q058080000gp/T'
real_path='/private/var/folders/vc/jk568y016894ghyv71q058080000gp/T'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
Traceback (most recent call last):
File "desktop/dropbox/client/main.py", line 5794, in _setup_root_for_account
File "desktop/dropbox/sync_root/helpers.py", line 530, in get_root_for_account
File "desktop/dropbox/foundation/futures/basic.py", line 874, in result
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 890, in _bootstrap
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 932, in _bootstrap_inner
File "desktop/dropbox/db_thread.py", line 96, in run
File "<string>", line 1, in _x__db_thread__sleep_thread
File "desktop/dropbox/db_thread.py", line 36, in set_name_and_run
File "../mac_x86_64_dropbox_virtual_env/lib/python3.8/threading.py", line 870, in run
File "desktop/dropbox/foundation/runtime/__init__.py", line 676, in decorated
File "desktop/dropbox/foundation/futures/sleep/__init__.py", line 163, in _run
File "desktop/dropbox/foundation/futures/basic.py", line 704, in set_result
File "desktop/dropbox/foundation/futures/basic.py", line 667, in _on_post
File "desktop/dropbox/foundation/futures/basic.py", line 1050, in _stage1
File "desktop/dropbox/foundation/futures/basic.py", line 421, in _then_callback
File "desktop/dropbox/foundation/futures/helpers.py", line 436, in <lambda>
File "desktop/dropbox/sync_root/handlers/macos/file_provider.py", line 1027, 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/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’." UserInfo={NSLocalizedDescription=No valid file provider found with identifier ‘com.getdropbox.dropbox.fileprovider/78db2b29-cbe0-46df-bcb0-068ecd1b95a3’.}