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c1000's avatar
c1000
Helpful | Level 5
7 years ago

Inability to Activate Smart Sync (remote management software & third party pointing device drivers).

Any luck?  I have a machine that I just updated to 10.13.4 and clicking "Allow" still does nothing for enabling the smart sync extension.    EDIT: I was trying to do this via VNC to a mac that di...
Security
Team admin
  • Ross_S's avatar
    Ross_S
    7 years ago

    Thanks Jay + Lancelot.

     

     
    We did end up getting to the bottom of this. This isn't a "bug", but a change in behaviour that only happens in certain circumstances.
    My guess here is that you have a graphics tablet or 3rd party mouse connected perhaps Lancelot?
    As this is designed behaviour by Apple, it's not something that we're currently trying to fix.
     
    The following will work and isn't too complicated, even if it may seem it:
     
    1. Restart your computer, holding down command+R to enter Recovery Mode
    2. Open your Terminal app (Located at /Applications/Utilities/Terminal)
    3. Copy and paste the following line into the Terminal. 

    spctl kext-consent add G7HH3F8CAK

    4. After this you can restart the machine, and let it load as normal. Once restarted, you can re-install Dropbox again. When Dropbox has finished installing, while it will not prompt you again to install Smart Sync, the required components will now be present on your machine.
     
    Hope this helps you!
     
     
    **********************************
     
    Here's a bit more context for the technically minded:
     
    As above, this isn't a bug, but infact designed behaviour by Apple. 
     
    To improve security on macOS, kernel extensions installed with or after the installation of macOS High Sierra require user consent to load. This is known as User Approved Kernel Extension Loading. Any user can approve a kernel extension, even if they don’t have administrator privileges. (Source: https://support.apple.com/en-us/HT208019)
     
    Unfortunately for us, Apple blocks certain GUI inputs from successfully clicking the approve button in System Preferences. There is no feedback to the user about why the approval fails. The two situations that this happens are:
     
    1. If the end user clicking the approve button is using remote management software like VNC or TeamViewer to access the system and perform the approval operation.
     
    2. If a third party pointing device driver -- like Logitech or Wacom -- is installed.
TappadBox's avatar
TappadBox
Helpful | Level 6
6 years ago

Hi,

I am desperatly trying to enable smart sync on my mac (OS Mojave 10.14.6, Dropbox version 84.3.125) 

No matter what I seem to do I keep getting stuck at this step (pictured), with no dropbox to "allow" in the settings (sorry about the setting section beeing in Swedish in the pic, but it should look the same in the English version)



I have tried solving the problem by:

  • exiting and restarting dropbox (several times)
  • restarting my computer (several times)
  • reinstalling dropbox (three times)
  • unlinking and relinking my computer from dropbox (once)

Please help!

   

 

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    6 years ago
    Hey TappadBox, I appreciate the in-depth description! 
     
    Following-up from the screenshot you’ve included, kindly note that I’ve moved your post here, in order to ping you towards our previous discussion on the matter above. 
     
    If you follow the Solution on this thread, you should see that Ross (one of our higher-level specialists) has previously advised on the best next steps regarding the behavior you’re experiencing. Would you mind checking out his suggestion whenever you have a minute? 
     
    Thanks & please keep us posted on the results! 
    • TappadBox's avatar
      TappadBox
      Helpful | Level 6
      6 years ago

      Yay it worked!! (I struggeled a bit to understand how to move on from the choice of reinstalling my OS but once I figured out how to open the terminal app it worked perfectly).

       

       Thank you so much!

       

       

      • Jane's avatar
        Jane
        Icon for Dropbox Staff rankDropbox Staff
        6 years ago
        Amazing news TappadBox & thanks for sharing; glad to hear we've hit the nail in the head! 👩‍🔧 
         
        As usual, please feel free to post us here again if you have any Dropbox-related questions in the future & we’d be delighted to work with you. Happy Dropboxing until then! 

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