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Couldn't start Dropbox - permissions error - Windows 10 update created user.000 folder

ChrisJS

Couldn't start dropbox.

This is usually because of a permissions error.

Recent Windows 10 update renamed C:/Users/*** to C:/Users/***.000 and created empty C:/Users/***.

Dropbox is looking for C:/Users/***/Dropbox which does not exist. Do I need to do an advanced reinstall?

Log file extract:

cwd: 'C:\\WINDOWS\\system32'
real_path='C:\\WINDOWS\\system32'
mode=0o40777 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0
HOME: None
appdata: 'C:\\Users\\***\\AppData\\Local\\Dropbox\\instance1'
real_path='C:\\Users\\***\\AppData\\Local\\Dropbox\\instance1'
not found
parent not found
dropbox_path: 'C:\\Users\\***\\Dropbox'
real_path='C:\\Users\\***\\Dropbox'
not found
parent mode=0o40777 uid=0 gid=0
sys_executable: 'C:\\Users\\***.000\\AppData\\Roaming\\Dropbox\\bin\\Dropbox.exe'
real_path='C:\\Users\\***.000\\AppData\\Roaming\\Dropbox\\bin\\Dropbox.exe'
mode=0o100777 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0

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ChrisJS

Another reboot and the test file has appeared on my PC

Thanks for your help

Chris

All comments

Lusil

Hey there @ChrisJS,

I'm afraid the complete error message isn't included in your post so I'm not able to troubleshoot accordingly.

For this reason, please post the rest of the error string and I'll make sure to get back to you as soon as possible.

Thanks in advance!

ChrisJS

Hi @Lusil

The error message when I open Dropbox under Windows 10 is

(image link is broken, can not be displayed)

The file linked from this error is

bn.BUILD_KEY: Dropbox
bn.VERSION: 78.4.119
bn.DROPBOXEXT_VERSION: 27.0
bn.is_frozen: True
machine_id: ****************************************
pid: 2476
cwd: 'C:\\Users\\Chris.000\\Desktop'
real_path='C:\\Users\\Chris.000\\Desktop'
mode=0o40555 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0
HOME: None
appdata: 'C:\\Users\\Chris\\AppData\\Local\\Dropbox\\instance1'
real_path='C:\\Users\\Chris\\AppData\\Local\\Dropbox\\instance1'
not found
parent not found
dropbox_path: 'C:\\Users\\Chris\\Dropbox'
real_path='C:\\Users\\Chris\\Dropbox'
not found
parent mode=0o40777 uid=0 gid=0
sys_executable: 'C:\\Users\\Chris.000\\AppData\\Roaming\\Dropbox\\bin\\Dropbox.exe'
real_path='C:\\Users\\Chris.000\\AppData\\Roaming\\Dropbox\\bin\\Dropbox.exe'
mode=0o100777 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0
trace.__file__: 'C:\\Users\\Chris.000\\AppData\\Roaming\\Dropbox\\bin\\78.4.119\\python-packages-37.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
real_path='C:\\Users\\Chris.000\\AppData\\Roaming\\Dropbox\\bin\\78.4.119\\python-packages-37.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
not found
parent not found
TMP: C:\Users\Chris.000\AppData\Local\Temp
TEMP: C:\Users\Chris.000\AppData\Local\Temp
tempdir: 'C:\\Users\\Chris.000\\AppData\\Local\\Temp'
real_path='C:\\Users\\Chris.000\\AppData\\Local\\Temp'
mode=0o40777 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0
Traceback (most recent call last):
File "dropbox\client\main.pyc", line 7212, in main_startup
File "dropbox\client\main.pyc", line 2987, in run
File "dropbox\client\main.pyc", line 1662, in startup_low
File "dropbox\client\main.pyc", line 1212, in safe_makedirs
File "dropbox\overrides.pyc", line 212, in makedirs
File "dropbox\overrides.pyc", line 225, in makedirs
PermissionError: [WinError 5] Access is denied: 'C:\\Users\\Chris\\AppData\\Local\\Dropbox'

Lusil

Thanks for providing me with the the screenshots and the error message, @ChrisJS - much appreciated!

The first step I'd recommend trying is rebooting your device - maybe that will do the trick.

If not, please check if there is an antivirus or security software on your computer that's be blocking Dropbox from completing the startup process.

You can check this by following the steps below:

Temporarily disable any antivirus or security programs on your computer.
Reinstall the desktop app.

Let me know how it goes!

ChrisJS

Hi @Lusil

Thanks for the advice. I had rebooted multiple times. Virus check was switched off (another consequence of the Windows update perhaps). I uninstalled and reinstalled Dropbox and it defaulted to the correct folder C:\Users\Chris.000\Dropbox.

So it now opens OK on Windows - Great.

Unfortunately it is not syncing with the cloud.

I created a new file on my tablet.

Logging into dropbox from Chrome I can see the new file. It does not appear in the Dropbox folder in Windows.

If I edit an existing file on Windows - it does not change in the Cloud.

ChrisJS

Another reboot and the test file has appeared on my PC

Thanks for your help

Chris

Lusil

That's great to hear, @ChrisJS!

If you have any other questions in the future, don't hesitate to give us a nudge. In the meantime, have a wonderful day ahead!

stagdancer

Every time Winbdows 10 updates this happens to me. A reboot was not helpful. The only solution I have been able to use is a system restore. Please help!

Lusil

Hey @stagdancer, sorry to hear that you're also having trouble with this.

If you're also getting an error message with a hyperlink, could you please click on it and send me the complete error log?

Let me know what you find!

stagdancer

Here is the error message. I keep my downloaded DropBox files on an external drive. I also disconvered that somehow in the windows update I show in the User files with two of me - one is a new user but has my name on it Deanne - the old one is renamed at Deanne.000

Lusil

I'm afraid I don't see the error message attached. Could you please send it to me once more?

Thanks again, @stagdancer!

stagdancer

I did not attach it. I copied and pasted it right in my reply. Is there some reason you cannot see it?

stagdancer

And I don't know why it says resolved! Booting does nothing to correct anythingf.

Lusil

Thanks for getting back to me, @stagdancer.

This thread is marked as solved as the original poster's concern was resolved, in this case, with a reboot.

I understand that a reboot isn't the solution to the behavior you're experiencing and, to have a better look into it, I'd recommend moving this discussion to email.

I was able to locate your support request from my end that you have with a member of my team. I've made sure to pass your comments along to them and they'll get back to you as soon as they have more info on the matter.

Let me know of any updates!

ChrisJS

My original problem was solved by uninstalling Dropbox reinstalling it and following this a reboot sorted out a further issue.

The Windows update creating Chris.000 produced a number of problems for me of which this was one.

Chris