Dropbox not opening after update

[pierreluc]

Hello. I'm running on Mac OS Monterey 12.6.1 on Macbook Pro mid-2015. Recently updated from 10.12 or something. Everything was running smoothly and then I updated Dropbox, following an update notification. Update number is 163.4.5456. Now Dropbox won't open. It sends me 2 error messages,

- Dropbox cannot start. Dropbox ran into a connection issue.

- Couldn't start Dropbox. This may be a temporary error. Please restart Dropbox. If the issue persists, please contact Dropbox support with the following info for help : /var/folders/by/.../T/dropbox_error5gkjddoh.txt

I've re-installed, re-started numerous times. Still doesn't work.

I have Dropbox installed on my 2 Macbooks and my Samsung Android phone. I'm using 2.4 Go on the 3.8 Go I have available.

Thank you !

[Walter]

Hey @pierreluc, sorry to hear you're having issues with this. 

Could you send us the whole error log which you can grab by clicking on the hyperlink in your error message?

Also, have you ensured that you're not hitting your account's device limit?

You can see a list of your connected devices in your Security page, if needed. 

In any case, please keep me posted!

[pierreluc]

@Walter Hello ! Here's the report you asked. 

As mentionned, I have 1 Go of headroom space in my account device.

Dropbox works fine on my phone and my other computer, but not the one I'm using now, which I gave the details for in my previous post.
Every device shows up on "Security", no problem.

Thanks !

bn.BUILD_KEY: Dropbox
bn.VERSION: 163.4.5456
bn.constants.WINDOWS_SHELL_EXT_VERSION: 57
bn.is_frozen: True
machine_id: 52762fa4-bc34-5293-bc2a-c9e5f3120847
pid: 79985
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='PLS', pw_passwd='********',
pw_uid=501, pw_gid=20, pw_gecos='PLS', pw_dir='/Users/PLS-1',
pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='PLS',
pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='PLS', pw_dir='/
Users/PLS-1', pw_shell='/bin/bash')
euid: 501
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*',
gr_gid=20, gr_mem=['root', 'macports', 'macbook', '_nsurlstoraged',
'_serialnumberd'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*',
gr_gid=20, gr_mem=['root', 'macports', 'macbook', '_nsurlstoraged',
'_serialnumberd'])
DYLD_LIBRARY_PATH: None
cwd: '/'

     real_path='/'
                mode=0o40755    uid=0   gid=0

     parent     mode=0o40755    uid=0   gid=0
HOME: '/Users/PLS-1'

appdata: '/Users/PLS 1/.dropbox/instance1'
         real_path='/Users/PLS 1/.dropbox/instance1'

                mode=0o40700    uid=501 gid=20
         parent mode=0o40755    uid=501 gid=20

dropbox_path: '/Users/PLS-1/Library/CloudStorage/Dropbox'
              real_path='/Users/PLS-1/Library/CloudStorage/Dropbox'

                        mode=0o40700    uid=501 gid=20
              parent    mode=0o40755    uid=501 gid=20

sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
                real_path='/Applications/Dropbox.app/Contents/MacOS/

Dropbox'

                        mode=0o100755   uid=501 gid=20
                parent  mode=0o40755    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/by/g0b5ck310bz4vjrm869fq9q00000gn/T'
         real_path='/private/var/folders/by/

g0b5ck310bz4vjrm869fq9q00000gn/T'
                mode=0o40700    uid=501 gid=20

         parent mode=0o40755    uid=501 gid=20
Traceback (most recent call last):

  File "dropbox/client/main.pyc", line 803, in wrapper
  File "dropbox/client/main.pyc", line 6266, in finish_dropbox_boot
  File "dropbox/client/message_queue.pyc", line 306, in _wrapped
  File "dropbox/client/main.pyc", line 5793, in

_init_components_for_account
  File "dropbox/client/main.pyc", line 5717, in create_sync_engine
  File "dropbox/sync_engine_boundary/factory.pyc", line 225, in

make_sync_engine
  File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc",

line 245, in __init__
  File "dropbox/sync_engine/nucleus/classic_client/modern_client/

modern_client.pyc", line 322, in __init__
  File "dropbox/client/gandalf/legacy.pyc", line 296, in

add_on_changed_callback
  File "dropbox/sync_engine/nucleus/classic_client/modern_client/

modern_client.pyc", line 473, in _update_feature_configs
  File "dropbox/sync_engine/nucleus/classic_client/modern_client/

modern_thin_client.pyc", line 286, in UpdateFeatureConfigForFswRules
  File "dropbox/sync_engine/nucleus/thin_client/fp_client.pyc", line

236, in __getattr__
dropbox.sync_engine.nucleus.thin_client.exceptions.NucleusConnectionTi
meoutError: Nucleus clients are not running. Connection error: Error
Domain=com.dropbox.fileprovider.error Code=5 "(null)"
UserInfo={NSUnderlyingError=0x6000018475d0 {Error
Domain=NSCocoaErrorDomain Code=4097 "Error while sending
fetchServicesForItemID:completionHandler:"
UserInfo={NSDebugDescription=Error while sending
fetchServicesForItemID:completionHandler:,
NSUnderlyingError=0x60000188dbf0 {Error Domain=NSCocoaErrorDomain
Code=4097 "connection from pid 80125 on anonymousListener or
serviceListener" UserInfo={NSDebugDescription=connection from pid
80125 on anonymousListener or serviceListener}}}}}

[Walter]

Thanks for the error log @pierreluc

Could you try installing the latest, stable version of the desktop app and let me know if you still get the same results?

I'd suggest using the offline installer from this page directly. 

[pierreluc]

Hello !

I installed the Mac OS X Offline Installer (Intel). The following 'dropbox_errormfmted3a.txt' error report came up. Furthermore, I tried the Standard Installer (Universal), and sent the 'dropbox_errormrh9gyym.txt' error report (below).

dropbox_errormfmted3a.txt

bn.BUILD_KEY: Dropbox
bn.VERSION: 164.4.7914
bn.constants.WINDOWS_SHELL_EXT_VERSION: 58
bn.is_frozen: True
machine_id: 52762fa4-bc34-5293-bc2a-c9e5f3120847
pid: 18221
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='PLS', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='PLS', pw_dir='/Users/PLS-1', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='PLS', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='PLS', pw_dir='/Users/PLS-1', pw_shell='/bin/bash')
euid: 501
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'macports', 'macbook', '_nsurlstoraged', '_serialnumberd'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'macports', 'macbook', '_nsurlstoraged', '_serialnumberd'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/PLS-1'
appdata: '/Users/PLS 1/.dropbox/instance1'
real_path='/Users/PLS 1/.dropbox/instance1'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
dropbox_path: '/Users/PLS-1/Library/CloudStorage/Dropbox'
real_path='/Users/PLS-1/Library/CloudStorage/Dropbox'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=501 gid=20
parent mode=0o40755 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/by/g0b5ck310bz4vjrm869fq9q00000gn/T'
real_path='/private/var/folders/by/g0b5ck310bz4vjrm869fq9q00000gn/T'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 5131, in _setup_root_for_account
File "dropbox/sync_root/helpers.pyc", line 470, in get_root_for_account
File "dropbox/foundation/futures/basic.pyc", line 853, in result
File "dropbox/sync_root/handlers/macos/file_provider.pyc", line 121, in set_result_or_convert_exception
dropbox.mac.internal.MacError: [Errno -2001] Error Domain=NSFileProviderErrorDomain Code=-2001 "The application cannot be used right now." UserInfo={NSLocalizedDescription=The application cannot be used right now.}

dropbox_errormrh9gyym.txt

bn.BUILD_KEY: Dropbox
bn.VERSION: 164.4.7914
bn.constants.WINDOWS_SHELL_EXT_VERSION: 58
bn.is_frozen: True
machine_id: 52762fa4-bc34-5293-bc2a-c9e5f3120847
pid: 18400
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='PLS', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='PLS', pw_dir='/Users/PLS-1', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='PLS', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='PLS', pw_dir='/Users/PLS-1', pw_shell='/bin/bash')
euid: 501
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'macports', 'macbook', '_nsurlstoraged', '_serialnumberd'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'macports', 'macbook', '_nsurlstoraged', '_serialnumberd'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/PLS-1'
appdata: '/Users/PLS 1/.dropbox/instance1'
real_path='/Users/PLS 1/.dropbox/instance1'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
dropbox_path: '/Users/PLS-1/Library/CloudStorage/Dropbox'
real_path='/Users/PLS-1/Library/CloudStorage/Dropbox'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=501 gid=20
parent mode=0o40755 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/by/g0b5ck310bz4vjrm869fq9q00000gn/T'
real_path='/private/var/folders/by/g0b5ck310bz4vjrm869fq9q00000gn/T'
mode=0o40700 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 807, in wrapper
File "dropbox/client/main.pyc", line 6259, in finish_dropbox_boot
File "dropbox/client/message_queue.pyc", line 306, in _wrapped
File "dropbox/client/main.pyc", line 5801, in _init_components_for_account
File "dropbox/client/main.pyc", line 5725, in create_sync_engine
File "dropbox/sync_engine_boundary/factory.pyc", line 225, in make_sync_engine
File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc", line 245, in __init__
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 322, in __init__
File "dropbox/client/gandalf/legacy.pyc", line 296, in add_on_changed_callback
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 473, in _update_feature_configs
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_thin_client.pyc", line 286, in UpdateFeatureConfigForFswRules
File "dropbox/sync_engine/nucleus/thin_client/fp_client.pyc", line 236, in __getattr__
dropbox.sync_engine.nucleus.thin_client.exceptions.NucleusConnectionTimeoutError: Nucleus clients are not running. Connection error: Error Domain=com.dropbox.fileprovider.error Code=5 "(null)" UserInfo={NSUnderlyingError=0x600002aa8db0 {Error Domain=NSCocoaErrorDomain Code=4097 "Error while sending fetchServicesForItemID:completionHandler:" UserInfo={NSDebugDescription=Error while sending fetchServicesForItemID:completionHandler:, NSUnderlyingError=0x600002aa9d40 {Error Domain=NSCocoaErrorDomain Code=4097 "connection from pid 18555 on anonymousListener or serviceListener" UserInfo={NSDebugDescription=connection from pid 18555 on anonymousListener or serviceListener}}}}}

[Jay]

Hi @pierreluc, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

[pierreluc]

Hello@Jay ! Sure thing ! Thanks for the support ! 😄 

[Jay]

Thanks, I've sent you an email, please could you reply to it as soon as possible!

[JHack]

Same issue, always. I have to restart the iMac.

So…what's the solution?