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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.
Norah's avatar
Norah
Icon for Dropbox Staff rankDropbox Staff
 
Hey GillesB-EXO, thanks for all the detailed information provided!
 
I’ve moved your post to this thread. Try having a look at what other people have tried and let me know if it works for you.
 
Let me know if you are Remotely logged in to the computer? Also,make sure the mouse is connected to the computer.
If you're using VNC, remote logins, teamviewer, or any other software, this can conflict with the OS. If emulated mouse presses aren't allowed, then you're prevented from doing even the most basic of functions.
 
Let me know how it goes!
GillesB-EXO's avatar
GillesB-EXO
Explorer | Level 4
7 years ago

Nope, I aam NOT using remote control in that case.

 

I new that problem of MacOSX as I'm using often Teamviewer to help other user, so I won't have asked for if taht would hava been the case.

 

My problem is different and really annoying

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago

    Have you tried re-installing the desktop application?

    • GillesB-EXO's avatar
      GillesB-EXO
      Explorer | Level 4
      7 years ago

      Impossible, each time I try to downloads it says I am already a member

      • Walter's avatar
        Walter
        Icon for Dropbox Staff rankDropbox Staff
        7 years ago

        Sorry to hear about this GillesB-EXO.

         

        As it seems there might be a problem with the Dropbox software currently installed on your computer so I'm going to have you do a reinstall - as a first attempt to fix the problem.

         

        Below are the steps to do this (just make sure you save and quit ALL programs that access files in the Dropbox folder first):

         

        1. Download the newest version of our desktop app. : 

        2. Stop Dropbox (If needed): To do this first click the Dropbox icon in the menu bar at the top of your screen and then on the gear icon in the Notifications panel and select 'Quit Dropbox'. 

        3. Delete the Dropbox application from the Applications folder. 

        4. Reinstall our desktop application after rebooting your computer by opening the  .dmg file and double click the Dropbox icon.

         

         

        I hope this helps and please let me know what you find. 

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