Error message "couldn’t communicate with a helper application" when trying to move a folder

[difaraka]

Hi,

I'm trying to move a folder that contains folders with photos in it from my dropbox to Files App in iPad. Previously it worked wonderfully and i can move them just fine. But, now after i updated to the latest iPad iOS 16.1, i can't move folders from my dropbox to my iPad in the File App. It still works when moving the picture directly though but its a pain to create the folder manually my self.

I've tried restarting my iPad, delete my dropbox and re-installing them, and reconnecting them all those stuff but still got those error when moving a folder. Any idea how to fix it? or is it a bug in the iPad iOS 16.1?

[Hannah]

Hey @difaraka, thanks for posting to our Community today.

Which version of the Dropbox app are you using? You can see that if you open the Dropbox app, tap on account and then on the gear icon.

Also, have you perhaps contacted Apple about this, to see if there's an issue on their end?

Let me know what you find!

[difaraka]

Hey Hannah,

I’m using dropbox ver 304.2.2, it should be the newest version and no i haven’t raised them to apple. Let me raised it to them and i’ll let you know what did they find on their end. Thanks!

[Hannah]

That's perfect, thanks!

Let us know, when you hear back. 🙂

[dustyanalogue]

Hi Dropbox Community & Support,

I have the exact same issue and have spoken to Apple Support;

iPhone 12 Pro

IOS 16.1.1

Dropbox App 306.2.2

Workflow;
Dropbox and iCloud Drive within the Apple "Files" Application

Open Dropbox within "Locations" on the Apple Files App

Three "Dots" top right to select file/folder

Bottom middle folder icon to "Copy" this file into iCloud Drive location from Dropbox Location

** Error Message **

"The Operation Can't Be Completed.

Couldn't communicate with a helper application"

This workflow has been working fine for the past 12+ months on hundreds of files / folders

Apple support have confirmed that this is a compatibility issue with the "Helper Application" which is a Dropbox issue.

Apple have advised that the Helper Application is not a native apple application and the issue is within Dropbox itself / the Dropbox helper application itself and is a compatibility issue with the latest IOS 16.1.1
They've advise that Dropbox would need to address the compatibility issue and that they are responsible for this fix.

Really hoping this can be fixed soon and not sure of the best way that this can be broadcasted or shared with the Dropbox development / support team.

[Jay]

Hi @dustyanalogue, have you tried removing Dropbox from the iOS Files app by disabling it from the Locations menu there, rebooting your device, and then re-enabling it?

[dustyanalogue]

Yes I’ve tried that. Just did it then - disabled Dropbox under locations. Rebooted device and re enabled. Still the same error message.

Further to that I’ve disabled Dropbox in files, deleted the Dropbox app. Rebooted, re installed the Dropbox app and then enabled in files. Still the same error message.

[Hannah]

Hey @dustyanalogue, can we actually reach out to you via email, so we can investigate a bit further?

[dustyanalogue]

Yes please, that would be greatly appreciated. I had previously raised a bug report ticket. #19882403
Not sure if you want to use that for my email address or provide me a way to send you my email address without posting it on a public forum.
Cheers. Toby.

[Hannah]

Thanks for that, Toby!

I see the previous ticket is now closed, so I just created a new one for you, and we'll continue from there.

Cheers!