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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...
  • 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
    8 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.

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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 Dropbox confirm what the status of Smart Sync with 10.13 is, we can't upgrade our system software unless Dropbox will work... 

 

Cheers

 

Duan

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It has been 3 weeks and no solution? 

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It has been 3 weeks and no solution? 

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

\n

 

\n

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

\n
sudo spctl --master-disable
\n

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

\n

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

\n

 

\n

Issue seems resolved.

","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":200})@stringLength":"208","postTime":"2017-12-07T12:11:10.899-08:00","lastPublishTime":"2017-12-07T12:11:10.899-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"solution":true,"metrics":{"__typename":"MessageMetrics","views":18396},"placeholder":false,"originalMessageForPlaceholder":null,"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"isEscalated":null,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:255752","customFields":[]},"User:user:563452":{"__typename":"User","id":"user:563452","deleted":false,"uid":563452,"login":"monaronyc","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2017-12-07T09:45:46.409-08:00","confirmEmailStatus":null,"registrationAccessLevel":null,"ssoRegistrationFields":[]},"avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-11.svg"},"rank":{"__ref":"Rank:rank:44"},"email":"","messagesCount":20,"topicsCount":3,"kudosReceivedCount":3,"kudosGivenCount":0,"kudosWeight":1,"followersCount":null,"solutionsCount":0,"ssoId":null,"entityType":"USER","eventPath":"community:mxpez29397/user:563452"},"ForumReplyMessage:message:260737":{"__typename":"ForumReplyMessage","uid":260737,"id":"message:260737","revisionNum":2,"author":{"__ref":"User:user:563452"},"readOnly":true,"depth":9,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:260737"},"body":"

And a quick screenshot here of what's going on. When we enter the users email and hit connect, we get the prompt to open System Preferences to enable Smart Sync. But when we do, we see nothing to enable. High Sierra 10.13.2. Dropbox client 41.4.80. Please Advise:

\n

","body@stringLength":"1253","rawBody":"

And a quick screenshot here of what's going on. When we enter the users email and hit connect, we get the prompt to open System Preferences to enable Smart Sync. But when we do, we see nothing to enable. High Sierra 10.13.2. Dropbox client 41.4.80. Please Advise:

\n

","isEscalated":null,"postTime":"2018-01-16T06:43:08.286-08:00","parent":{"__ref":"ForumReplyMessage:message:260734"}},"ModerationData:moderation_data:261144":{"__typename":"ModerationData","id":"moderation_data:261144","status":"APPROVED","rejectReason":null},"AcceptedSolutionMessage:message:261144":{"__typename":"AcceptedSolutionMessage","author":{"__ref":"User:user:6593"},"id":"message:261144","revisionNum":1,"uid":261144,"depth":10,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:260737"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:261144"},"body":"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.","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":200})@stringLength":"203","postTime":"2018-01-18T04:33:37.479-08:00","lastPublishTime":"2018-01-18T04:33:37.479-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"solution":true,"metrics":{"__typename":"MessageMetrics","views":18046},"placeholder":false,"originalMessageForPlaceholder":null,"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"isEscalated":null,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:261144","readOnly":true,"editFrozen":false,"body@stringLength":"484","rawBody":"Hi 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.","customFields":[]},"User:user:615649":{"__typename":"User","id":"user:615649","uid":615649,"login":"ibizwu","deleted":false,"avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-4.svg"},"rank":{"__ref":"Rank:rank:45"},"email":"","messagesCount":6,"biography":null,"topicsCount":0,"kudosReceivedCount":2,"kudosGivenCount":0,"kudosWeight":1,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2018-02-11T12:57:25.849-08:00","confirmEmailStatus":null,"registrationAccessLevel":null,"ssoRegistrationFields":[]},"followersCount":null,"solutionsCount":0,"ssoId":null,"entityType":"USER","eventPath":"community:mxpez29397/user:615649"},"ModerationData:moderation_data:264485":{"__typename":"ModerationData","id":"moderation_data:264485","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ModerationData:moderation_data:260737":{"__typename":"ModerationData","id":"moderation_data:260737","status":"APPROVED","rejectReason":null},"ModerationData:moderation_data:260734":{"__typename":"ModerationData","id":"moderation_data:260734","status":"APPROVED","rejectReason":null},"ModerationData:moderation_data:259175":{"__typename":"ModerationData","id":"moderation_data:259175","status":"APPROVED","rejectReason":null},"User:user:584351":{"__typename":"User","id":"user:584351","login":"thistommy","uid":584351,"deleted":false,"avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-3.svg"},"rank":{"__ref":"Rank:rank:47"},"email":"","messagesCount":1,"biography":null,"topicsCount":0,"kudosReceivedCount":0,"kudosGivenCount":0,"kudosWeight":1,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2018-01-05T12:53:31.428-08:00","confirmEmailStatus":null},"followersCount":null,"solutionsCount":0},"Rank:rank:47":{"__typename":"Rank","id":"rank:47","position":30,"name":"New member | Level 2","color":"333333","icon":null,"rankStyle":"TEXT"},"ForumReplyMessage:message:259175":{"__typename":"ForumReplyMessage","id":"message:259175","revisionNum":2,"uid":259175,"depth":7,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:259175"},"body":"

Hey y'all - I'm a Dropbox for Business user that was experiencing this same issue today (I originally popped by this thread to see if the answer was in here before reaching out to Dropbox Support)

\n

 

\n

This solution from support worked to resolve this issue for my team members and I .... Full message below:

\n

 

\n

 

\n

Hi,

I’ve taken a look at your account, and there appear to be some issues with the Dropbox software currently installed on your computer. To ensure that the software is working correctly, I’d like you to do a complete reinstall to try to fix the problem. This will not affect or remove the files in your Dropbox folder.

Please save and quit all programs accessing files in the Dropbox folder, and then follow these instructions:

Note: Please be sure to take note or take a screenshot of any Selective Sync settings you may have applied as well as the location of your Dropbox folder (if not in the default location) prior to re-installing, as you will need to match these settings upon re-install.

\n
    \n
  1. Stop Dropbox (If needed):
  2. \n
\n

 

\n\n

 

\n
    \n
  1. Download the newest version:
  2. \n
\n


https://www.dropbox.com/downloading

\n
    \n
  1. \n

    Open your Terminal app (Located at /Applications/Utilities/Terminal)

    \n
  2. \n
  3. \n

    Copy and paste the following lines into the Terminal, ONE AT A TIME, and press ENTER after each one. PLEASE make sure you copy and paste these commands (don't type them by hand), as getting them wrong could cause some harm. You'll be prompted for your computer's admin password (not your Dropbox password) after entering the first command. Keep in mind that the password field in the terminal will remain blank as you type your password. After you type it, just press ENTER. You'll know that these instructions complete normally once the initial line of text (called prompt) comes up again:

    \n
  4. \n
\n



sudo chown \"$USER\" \"$HOME\"

sudo chown -R \"/Users/yourusername/DropboxFolderName (including spaces)\"

sudo chmod -R u+rw \"/Users/yourusername/DropboxFolderName (including spaces)\"

sudo mv ~/.dropbox ~/.Trash/dropbox.old

sudo chmod -N ~

sudo mv /Library/DropboxHelperTools ~/DropboxHelperTools.old

Please note that once the prompt displays, the instruction completed the requested task and is ready for the next command. If the command returns an error or does not respond after an hour, you may want to try restarting your computer and try these steps again.

\n
    \n
  1. \n

    Delete the Dropbox application from the Applications folder. You may need to provide your computer password in order to perform this action.

    \n
  2. \n
  3. \n

    Open the .dmg file from step # 2 and double click the Dropbox icon to install Dropbox.

    \n
  4. \n
  5. \n

    When Dropbox has finished installing, during the initial setup and sign in process, apply any Selective Sync settings you may have had prior to the reinstall and select the Dropbox folder location (if not in the default location).

    \n
  6. \n
\n


IMPORTANT NOTE: Because this process removes the previous settings and configuration, if you wish to avoid re-downloading your Dropbox content, you will need to manually choose the location for Dropbox to sync to, otherwise you will create a new Dropbox folder which will start to download your content again.

To select your already established folder on your drive, after signing in and choosing which folders to sync, and before you click on \"Open my Dropbox folder\", you should see an \"Advanced Settings\" link, click on this.

Then you can choose the parent folder of the already established Dropbox folder. For example, if you have your Dropbox folder in the path \"/Volumes/DifferentPlace/Dropbox (Team)\" you'll want to select the folder \"/Volumes/DifferentPlace/\".

At the end of this process, after clicking \"Open my Dropbox folder\", it might take some time to re-index the files and sync any pending changes.

Please note that any changes made to the files in the Dropbox folder, the web interface or other linked devices while the folder was \"off-line\", will generate conflicted copies:

https://help.dropbox.com/syncing-uploads/conflicted-copy

\n

Finally, this process only works when linking to the exact same account that was previously linked to this computer. If you'd like to merge accounts, please refer to the following Help Center article:

https://help.dropbox.com/account/merge-two-accounts

","body@stringLength":"5655","rawBody":"

Hey y'all - I'm a Dropbox for Business user that was experiencing this same issue today (I originally popped by this thread to see if the answer was in here before reaching out to Dropbox Support)

\n

 

\n

This solution from support worked to resolve this issue for my team members and I .... Full message below:

\n

 

\n

 

\n

Hi,

I’ve taken a look at your account, and there appear to be some issues with the Dropbox software currently installed on your computer. To ensure that the software is working correctly, I’d like you to do a complete reinstall to try to fix the problem. This will not affect or remove the files in your Dropbox folder.

Please save and quit all programs accessing files in the Dropbox folder, and then follow these instructions:

Note: Please be sure to take note or take a screenshot of any Selective Sync settings you may have applied as well as the location of your Dropbox folder (if not in the default location) prior to re-installing, as you will need to match these settings upon re-install.

\n
    \n
  1. Stop Dropbox (If needed):
  2. \n
\n

 

\n\n

 

\n
    \n
  1. Download the newest version:
  2. \n
\n


https://www.dropbox.com/downloading

\n
    \n
  1. \n

    Open your Terminal app (Located at /Applications/Utilities/Terminal)

    \n
  2. \n
  3. \n

    Copy and paste the following lines into the Terminal, ONE AT A TIME, and press ENTER after each one. PLEASE make sure you copy and paste these commands (don't type them by hand), as getting them wrong could cause some harm. You'll be prompted for your computer's admin password (not your Dropbox password) after entering the first command. Keep in mind that the password field in the terminal will remain blank as you type your password. After you type it, just press ENTER. You'll know that these instructions complete normally once the initial line of text (called prompt) comes up again:

    \n
  4. \n
\n



sudo chown \"$USER\" \"$HOME\"

sudo chown -R \"/Users/yourusername/DropboxFolderName (including spaces)\"

sudo chmod -R u+rw \"/Users/yourusername/DropboxFolderName (including spaces)\"

sudo mv ~/.dropbox ~/.Trash/dropbox.old

sudo chmod -N ~

sudo mv /Library/DropboxHelperTools ~/DropboxHelperTools.old

Please note that once the prompt displays, the instruction completed the requested task and is ready for the next command. If the command returns an error or does not respond after an hour, you may want to try restarting your computer and try these steps again.

\n
    \n
  1. \n

    Delete the Dropbox application from the Applications folder. You may need to provide your computer password in order to perform this action.

    \n
  2. \n
  3. \n

    Open the .dmg file from step # 2 and double click the Dropbox icon to install Dropbox.

    \n
  4. \n
  5. \n

    When Dropbox has finished installing, during the initial setup and sign in process, apply any Selective Sync settings you may have had prior to the reinstall and select the Dropbox folder location (if not in the default location).

    \n
  6. \n
\n


IMPORTANT NOTE: Because this process removes the previous settings and configuration, if you wish to avoid re-downloading your Dropbox content, you will need to manually choose the location for Dropbox to sync to, otherwise you will create a new Dropbox folder which will start to download your content again.

To select your already established folder on your drive, after signing in and choosing which folders to sync, and before you click on \"Open my Dropbox folder\", you should see an \"Advanced Settings\" link, click on this.

Then you can choose the parent folder of the already established Dropbox folder. For example, if you have your Dropbox folder in the path \"/Volumes/DifferentPlace/Dropbox (Team)\" you'll want to select the folder \"/Volumes/DifferentPlace/\".

At the end of this process, after clicking \"Open my Dropbox folder\", it might take some time to re-index the files and sync any pending changes.

Please note that any changes made to the files in the Dropbox folder, the web interface or other linked devices while the folder was \"off-line\", will generate conflicted copies:

https://help.dropbox.com/syncing-uploads/conflicted-copy

\n

Finally, this process only works when linking to the exact same account that was previously linked to this computer. If you'd like to merge accounts, please refer to the following Help Center article:

https://help.dropbox.com/account/merge-two-accounts

","author":{"__ref":"User:user:584351"},"isEscalated":null,"postTime":"2018-01-05T12:56:19.377-08:00"},"ForumReplyMessage:message:260734":{"__typename":"ForumReplyMessage","id":"message:260734","revisionNum":1,"uid":260734,"depth":8,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:260734"},"body":"Hi Guys, sorry even with this still happening. What else you got? High Sierra 10.13.2. Dropbox client 41.4.80. Please Advise.","body@stringLength":"125","rawBody":"Hi Guys, sorry even with this still happening. What else you got? High Sierra 10.13.2. Dropbox client 41.4.80. Please Advise.","author":{"__ref":"User:user:563452"},"isEscalated":null,"postTime":"2018-01-16T06:40:26.644-08:00","parent":{"__ref":"ForumReplyMessage:message:259175"}},"Revision:revision:264485_1":{"__typename":"Revision","id":"revision:264485_1","lastEditTime":"2018-02-11T12:58:03.408-08:00"},"QueryVariables:ReplyList:message:264485:1":{"__typename":"QueryVariables","id":"ReplyList:message:264485:1","value":{"id":"message:264485","sorts":{"postTime":{"direction":"ASC"}},"useAvatar":true,"useAuthorLogin":true,"useAuthorRank":true,"useBody":true,"useKudosCount":true,"useTimeToRead":false,"useMedia":false,"useReadOnlyIcon":false,"useRepliesCount":false,"useSearchSnippet":false,"useAcceptedSolutionButton":true,"useSolvedBadge":false,"useAttachments":false,"attachmentsFirst":5,"useTags":false,"useNodeAncestors":false,"useUserHoverCard":true,"useNodeHoverCard":false,"useModerationStatus":true,"usePreviewSubjectModal":false,"useMessageStatus":true}},"CachedAsset:text:en_US-shared/client/components/users/UserAvatar-1737382615000":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/users/UserAvatar-1737382615000","value":{"altText":"{login}'s 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Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:264590"},"body":"

I am experiencing the same issues with high sierra and smart sync. In fact, syncing in general is extremely slow and inefficient. We are paying over £60 per month for Dropbox as a team and finding the level of support totally unhelpful. We reported issues in Dec 2017 and we are still waiting for a solution...

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":1,"postTime":"2018-02-12T09:50:23.844-08:00","lastPublishTime":"2018-02-12T09:50:23.844-08:00","metrics":{"__typename":"MessageMetrics","views":6489},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:264590","repliesCount":23,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:615369":{"__typename":"User","id":"user:615369","uid":615369,"login":"benniii","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2018-02-11T03:39:21.159-08:00","confirmEmailStatus":null,"registrationAccessLevel":null,"ssoRegistrationFields":[]},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-2.svg"},"rank":{"__ref":"Rank:rank:45"},"messagesCount":3,"kudosGivenCount":1,"kudosReceivedCount":0,"kudosWeight":1,"ssoId":null,"followersCount":null,"solutionsCount":0,"entityType":"USER","eventPath":"community:mxpez29397/user:615369"},"ModerationData:moderation_data:264705":{"__typename":"ModerationData","id":"moderation_data:264705","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:264705":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:615369"},"id":"message:264705","revisionNum":1,"uid":264705,"depth":13,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:264590"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:264705"},"body":"

same persistent problem here... 

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"39","kudosSumWeight":0,"postTime":"2018-02-13T00:24:18.140-08:00","lastPublishTime":"2018-02-13T00:24:18.140-08:00","metrics":{"__typename":"MessageMetrics","views":6476},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:264705","repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:330246":{"__typename":"User","id":"user:330246","uid":330246,"login":"Jane","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2016-12-02T02:31:15.308-08:00","confirmEmailStatus":null,"registrationAccessLevel":null,"ssoRegistrationFields":[]},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/images/dS0zMzAyNDYtNjA5OGkyNTA4MEQ2QjA4QTk0RjQ3"},"rank":{"__ref":"Rank:rank:26"},"messagesCount":8220,"kudosGivenCount":1491,"kudosReceivedCount":906,"kudosWeight":1,"ssoId":null,"followersCount":null,"solutionsCount":1659,"entityType":"USER","eventPath":"community:mxpez29397/user:330246"},"ModerationData:moderation_data:264745":{"__typename":"ModerationData","id":"moderation_data:264745","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:264745":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:330246"},"id":"message:264745","revisionNum":1,"uid":264745,"depth":13,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:264590"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:264745"},"body":"
Hey parker1 
\n
 
\n
I hope you’re doing well today, thanks for posting on the Dropbox Community on your syncing-related issue  & welcome aboard! 
\n
 
\n
As you’ve mentioned that you’ve already emailed our team on this matter, I’d like to ask you a ticket ID to reference. I’d appreciate it if you included it in your next post here, so as to make sure to review the case internally. 
\n
 
\n
Secondly, based on your description, I gather that you’ve already run some tests on the behavior on your end. Because you’ve mentioned that you’re experiencing a latency while syncing your files to your account online (while using Smart sync?), could you include some more details or your findings while researching here, so that I see if I can reproduce on my end? 
\n
 
\n
 - benniii: Hey there, are you experiencing an issue enabling Smart Sync on your System Preferences? As our top-level team technicians are currently investigating the root causes of this issue, have you been able to get in touch through our Official Support Channel by any chance? 
\n
 
\n
Thanks in advance for your cooperation & I'm looking forward to hearing back from you! 
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"237","kudosSumWeight":0,"postTime":"2018-02-13T06:49:16.018-08:00","lastPublishTime":"2018-02-13T06:49:16.018-08:00","metrics":{"__typename":"MessageMetrics","views":4222},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:264745","repliesCount":21,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:264746":{"__typename":"ModerationData","id":"moderation_data:264746","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:264746":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:615649"},"id":"message:264746","revisionNum":1,"uid":264746,"depth":14,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:264745"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:264746"},"body":"

Jane,

 

I too have contacted the official support but the support person knew nothing of this issue and asked me to try various things such as installing. I eventually gave up because she really couldn't help and seem to understand the issue which is why i turned to the forum. 

 

My ticket info is: Ticket #7562661

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"postTime":"2018-02-13T06:59:51.837-08:00","lastPublishTime":"2018-02-13T06:59:51.837-08:00","metrics":{"__typename":"MessageMetrics","views":4220},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:264746","repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:264748":{"__typename":"ModerationData","id":"moderation_data:264748","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:264748":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:563452"},"id":"message:264748","revisionNum":1,"uid":264748,"depth":14,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:264745"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:264748"},"body":"

We too are seeing the same exact problems. We are now in High Sierra 10.13.3 using Dropbox app v43.4.50. Problems still persist with Smart Sync and sycronization. I believe there are screenshots to this discussion you can reference.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2018-02-13T07:06:58.468-08:00","lastPublishTime":"2018-02-13T07:06:58.468-08:00","metrics":{"__typename":"MessageMetrics","views":4214},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:264748","repliesCount":19,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:264749":{"__typename":"ModerationData","id":"moderation_data:264749","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:264749":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:156163"},"id":"message:264749","revisionNum":1,"uid":264749,"depth":15,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:264748"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:264749"},"body":"Is this happening while using VNC to remote into the machines or is it also happening when sitting at the keyboard?
In my case I was using VNC with all of the machines.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"169","kudosSumWeight":0,"postTime":"2018-02-13T07:10:12.987-08:00","lastPublishTime":"2018-02-13T07:10:12.987-08:00","metrics":{"__typename":"MessageMetrics","views":4212},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:264749","repliesCount":18,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:264750":{"__typename":"ModerationData","id":"moderation_data:264750","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:264750":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:615649"},"id":"message:264750","revisionNum":1,"uid":264750,"depth":16,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:264749"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:264750"},"body":"It's as soon as you install it. Even on a freshly built machine.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"64","kudosSumWeight":0,"postTime":"2018-02-13T07:11:39.991-08:00","lastPublishTime":"2018-02-13T07:11:39.991-08:00","metrics":{"__typename":"MessageMetrics","views":4209},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:264750","repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:264751":{"__typename":"ModerationData","id":"moderation_data:264751","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:264751":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:615649"},"id":"message:264751","revisionNum":1,"uid":264751,"depth":16,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:264749"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:264751"},"body":"and it's not while connected to any remote service such as VNC.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"63","kudosSumWeight":1,"postTime":"2018-02-13T07:12:08.798-08:00","lastPublishTime":"2018-02-13T07:12:08.798-08:00","metrics":{"__typename":"MessageMetrics","views":4210},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:264751","repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:264753":{"__typename":"ModerationData","id":"moderation_data:264753","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:264753":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:563452"},"id":"message:264753","revisionNum":1,"uid":264753,"depth":16,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:264749"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:264753"},"body":"

YES! We know about the VNC problem. Found that out the HARD WAY! But yes, problem is when the app asks you to enable in System Preferences, and nothing is there to enable. Per Screenshot:

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","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":2,"postTime":"2018-02-13T07:15:35.397-08:00","lastPublishTime":"2018-02-13T07:15:35.397-08:00","metrics":{"__typename":"MessageMetrics","views":4205},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:264753","repliesCount":15,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:617948":{"__typename":"User","id":"user:617948","uid":617948,"login":"KarlaWebster","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2018-02-14T08:45:43.750-08:00","confirmEmailStatus":null,"registrationAccessLevel":null,"ssoRegistrationFields":[]},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-6.svg"},"rank":{"__ref":"Rank:rank:47"},"messagesCount":1,"kudosGivenCount":1,"kudosReceivedCount":0,"kudosWeight":1,"ssoId":null,"followersCount":null,"solutionsCount":0,"entityType":"USER","eventPath":"community:mxpez29397/user:617948"},"ModerationData:moderation_data:264971":{"__typename":"ModerationData","id":"moderation_data:264971","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:264971":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:617948"},"id":"message:264971","revisionNum":1,"uid":264971,"depth":17,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:264753"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:264971"},"body":"I am also having this issue. Running 10.13.3 on macs (and I manage 80 of them!) with Dropbox v44.3.52
On several machines I've wiped the harddrive and reinstalled high-sierra and then downloaded fresh versions of Dropbox. This is unacceptable. Please fix.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2018-02-14T08:51:34.747-08:00","lastPublishTime":"2018-02-14T08:51:34.747-08:00","metrics":{"__typename":"MessageMetrics","views":4183},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:264971","repliesCount":14,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:265033":{"__typename":"ModerationData","id":"moderation_data:265033","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:265033":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:330246"},"id":"message:265033","revisionNum":2,"uid":265033,"depth":18,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:264971"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:265033"},"body":"
Thanks for keeping me updated here! 
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\n
ibizwu: As your previous ticket was automatically closed, I’ve made sure to create a new support request on our system on your behalf, so as to look into the matter together.
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At your convenience, could you check your inbox for our latest message and let me know if you have any issues locating the reply, so that I make sure to send that again? 
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monaronyc &  KarlaWebster: You may keep in mind that this thread is currently actively monitored by Ross S., who is a product expert, when it comes to the desktop application functionality. I’d happily work on a specific example with you (& send your requests to a more specialized team member if necessary) though through our Official Support system if you let me know a ticket ID here. 
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Again, I appreciate your patience during our investigation & I’m looking forward to hearing back from you on this discussion!  
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As with Karla, I manage a fleet of 30 MBP/iMacs and we are seeing this issue on fresh installs.

 

* High Sierra 10.13.3

* Dropbox app v43.4.52

 

It's really not acceptable to be not providing some prominent advice and acknowledgement of the issue *directly* from Dropbox.

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Hey jcourtneycozero

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I’m sorry to hear that you are experiencing this issue as well.

I’d like to make sure that we’re on the same page about the version of our app that you’re using. There currently isn’t a version 43.4.52, that I’m aware of. Did you perhaps mean 44.3.52? If this is is the case, then I suggest that you try our current stable release,
43.4.50, as issues like the one you’re describing can occur with betas. 

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A beta version is denoted by a xx.3.xx, instead of the xx.4.xx. If you are on a beta build, it means that you have opted in to Early Releases in your online account settings. I recommend that you switch this off, and then install our latest stable build. 

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Let us know how it goes, and we can put you in touch with our support team if necessary. 

\n
Thanks! 
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Yes, apologies.

Dropbox v44.3.52.

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 Hello, I'm experiencing the same problem. High Sierra 10.13.3 and Dropbox 42.4.50 won't allow me to enable smart sync. My Dropbox for Business account has over 25TB of data. I CAN'T sync that much data and Selective Sync is way too cumbersome with this much info. 

 

We need a fix for this now.

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Thanks for keeping us in the loop here jcourtneycozero. As we’d really like to help you over on this matter, could you see if this persists with the Stable Build as well?
\n
 
\n
- sampsen: Assuming that you’ve already enrolled in the feature on the Admin console, you could also make sure that it’s the default option. From there, right afterwards it’s advisable to reboot your device once, so as to reload all visual elements. Does that give you the option to allow System extensions? 
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Let us know how these steps work for you here!
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":1,"postTime":"2018-02-15T13:59:25.414-08:00","lastPublishTime":"2018-02-15T14:13:39.190-08:00","metrics":{"__typename":"MessageMetrics","views":3552},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001014/message:243520/message:265238","repliesCount":6,"readOnly":true,"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"customFields":[]},"ModerationData:moderation_data:265283":{"__typename":"ModerationData","id":"moderation_data:265283","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:265283":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:615649"},"id":"message:265283","revisionNum":1,"uid":265283,"depth":22,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001014"},"parent":{"__ref":"ForumReplyMessage:message:265238"},"conversation":{"__ref":"Conversation:conversation:243520"},"subject":"Re: Os X 10.13 High Sierra & Smart Sync","moderationData":{"__ref":"ModerationData:moderation_data:265283"},"body":"

It honeslty seems like Dropbox either does not realize there is an issue or does not know how to fix it. If you're developers are working on it you should just let folks know they are actively working it and provide frequent updates. I have a ticket open and they seem to ask the same questions and do the same steps to troubleshoot. It's very frustrating. I've never really had issues with Dropbox before until now. 

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Hey ibizwu, let me explain in more detail below! 
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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.
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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. 
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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! 
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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. 

\n

 

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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. 

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Hey again, ibizwu

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Thanks for sharing that. We look forward to hearing the results of your testing. Let us know when you have a chance. 
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Have a great week ahead :wink:
 
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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...). 

\n

Any ideas?

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Hey G-Tech

\n
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. 
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Thanks! 
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This is Exactly the problem I am having.  It's been going on since January and I have heard Nothing from Dropbox.

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majomabaja we'll reach out to you right now!

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