Forum Discussion

Explorer | Level 4

2 years ago

Dropbox not opening after update

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 notific...

Explorer | Level 4

2 years ago

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
Dropbox Staff
2 years ago
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
Explorer | Level 4
2 years ago
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
  Dropbox Staff
  2 years ago
  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
    Explorer | Level 4
    2 years ago
    HelloJay ! Sure thing ! Thanks for the support ! 😄

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