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The desktop app on Windows isn't starting up, why?

I purchased a new computer and am running Windows. When I start my computer a box pops up that says "Dropbox Can't Open". It gives the error message of C:Users\Owner\AppData\Local\Temp\dropbox_error-r3btez.txt

I checked my firewall security and it is allowing Dropbox. I have talked to Geek Squad and they could not find the issue. Any suggestions on what the issue is and what I can do to fix it would be appreciated.

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Jay

Hi @rjsnow, thanks for bringing this to our attention.

Could you copy and paste the contents of that txt file in your next reply in order to see what could be causing the startup issue of the Dropbox desktop application?

This will help me to assist further!

rjsnow

Thanks for getting back to me. Here is the content of the txt file:

bn.BUILD_KEY: Dropbox bn.VERSION: 210.4.4854 bn.constants.WINDOWS_SHELL_EXT_VERSION: 76 bn.is_frozen: True machine_id: ddf52890-497c-43cd-9520-0b88f40f1d80 pid: 15972 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\\rjsno\\AppData\\Local\\Dropbox\\instance1' real_path='C:\\Users\\rjsno\\AppData\\Local\\Dropbox\\instance1' not found parent not found dropbox_path: None not found parent not found sys_executable: 'C:\\Users\\Owner\\AppData\\Roaming\\Dropbox\\bin\\Dropbox.exe' real_path='C:\\Users\\Owner\\AppData\\Roaming\\Dropbox\\bin\\Dropbox.exe' mode=0o100777 uid=0 gid=0 parent mode=0o40777 uid=0 gid=0 trace.__file__: 'C:\\Users\\Owner\\AppData\\Roaming\\Dropbox\\bin\\210.4.4854\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc' real_path='C:\\Users\\Owner\\AppData\\Roaming\\Dropbox\\bin\\210.4.4854\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc' not found parent not found TMP: C:\Users\Owner\AppData\Local\Temp TEMP: C:\Users\Owner\AppData\Local\Temp tempdir: 'C:\\Users\\Owner\\AppData\\Local\\Temp' real_path='C:\\Users\\Owner\\AppData\\Local\\Temp' mode=0o40777 uid=0 gid=0 parent mode=0o40777 uid=0 gid=0 Traceback (most recent call last): File "desktop/dropbox/client/main.py", line 8500, in main_startup File "desktop/dropbox/client/main.py", line 2737, in initialize File "desktop/dropbox/client/main.py", line 1755, in startup_low File "desktop/dropbox/client/main.py", line 1368, in safe_makedirs File "desktop/dropbox/fsutil.py", line 709, in safe_makedirs File "desktop/dropbox/overrides.py", line 144, in makedirs File "desktop/dropbox/overrides.py", line 144, in makedirs File "desktop/dropbox/overrides.py", line 144, in makedirs [Previous line repeated 1 more time] File "desktop/dropbox/overrides.py", line 157, in makedirs PermissionError: [WinError 5] Access is denied: 'C:\\Users\\rjsno'

Jay

Have you changed the username on your computer on the new machine?

rjsnow

I am not sure. I just had Geek Squad transfer everything to this one, so I didn't think I did. Is there a way to find out? I still have my old computer.

Jay

If you're not on a Dropbox Basic plan with more than 3 devices connected, could you try an advanced reinstall of the app using the steps in this link?

rjsnow

I could not find Dropbox in any of the files you mentioned. I am not sure it is on my computer at all. I did unistall my app. I checked for the files in the instructions and could not find any of them, so I restarted my computer and reinstalled the app, but when I clicked on open after the install, I got the same message that I could not open Dropbox with the same issue showing as originally.

Megan

Hey @rjsnow, sorry to hear about that!

Often, the antivirus (not only your firewall) or security software on your computer will block Dropbox from completing the install or startup process. To see if this is the issue, follow these steps:

Temporarily disable any antivirus or security programs on your computer. Reinstall the Dropbox application using our offline installer.

If you still get the same result let me know. Thanks!

rjsnow

Hi Megan,

My computer no longer gets the error message! When I go to my app, it does show a file Dropbox file. When I click on it, it has two items - (1) The Dropbox app logo and (2) Dropbox Website. When I click on the app logo, I get a small circle on my screen for a few seconds, and then it goes away and nothing happens. When I click on Dropbox Website, the Dropbox site does open. Is this what is supposed to happen?

Megan

Hey @rjsnow, good thing that the error is gone!
Now onto the app itself. It shouldn't behave like that.
Can you clarify if you're clicking on the little Dropbox icon on your taskbar, next to your WiFi?
Also, it might sound trivial but have you tried restarting your device at all?

rjsnow

Hi Megan,

I do not have any icon near my Wi-Fi symbol. I have to click on my start icon and go to all apps and find Dropbox in there. I did pin the Dropbox icon to my task bar, but when I click that, nothing happens. Also, I have restarted my device since I installed it.

Ron

Megan

Weird behavior @rjsnow.

Would you mind trying to re-install the app once again? If this doesn't work, then I'd be happy to send you an email in order for us to have a closer look into this.

rjsnow

Hi Megan,

I re-installed the app, and the same thing happened. Not sure if I am doing something wrong or not, but I have tried it twice with the same results.

Megan

Thanks for trying anyways @rjsnow.

I just sent you an email, in order for us to have a closer look into this, and possibly escalate your case to our Team. Thank you!

rjsnow

I just responded. Thanks!