Child Item

I can't log in to the desktop app on Windows 11; I see an "access is denied" error message.

Application Affected

Dropbox
Device

Lenovo laptop
Operating System/Browser (if using the web)

Windows 11
Dropbox App Version (if using the app)
Dropbox 242.4.5815 Offline Installer.x64.exe

Question or Issue

i couldn't login into dropb and i got the follwing error:

bn.BUILD_KEY: Dropbox

bn.VERSION: 241.4.4853

bn.constants.WINDOWS_SHELL_EXT_VERSION: 89

bn.is_frozen: True

machine_id: cdafbbac-4a5d-44c0-9bea-a72c1c8c8234

pid: 6080

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\\amir.dar\\AppData\\Local\\Dropbox\\instance6'

real_path='C:\\Users\\amir.dar\\AppData\\Local\\Packages\\DropboxInc.Dropbox_xbfy0k16fey96\\LocalCache\\Local\\Dropbox\\instance6'

mode=0o40777 uid=0 gid=0

parent mode=0o40777 uid=0 gid=0

dropbox_path: None

not found

parent not found

sys_executable: 'C:\\Program Files\\WindowsApps\\DropboxInc.Dropbox_241.4.4853.0_x64__xbfy0k16fey96\\Dropbox.exe'

real_path='C:\\Program Files\\WindowsApps\\DropboxInc.Dropbox_241.4.4853.0_x64__xbfy0k16fey96\\Dropbox.exe'

mode=0o100777 uid=0 gid=0

parent mode=0o40777 uid=0 gid=0

trace.__file__: 'C:\\Program Files\\WindowsApps\\DropboxInc.Dropbox_241.4.4853.0_x64__xbfy0k16fey96\\241.4.4853\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'

real_path='C:\\Program Files\\WindowsApps\\DropboxInc.Dropbox_241.4.4853.0_x64__xbfy0k16fey96\\241.4.4853\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'

not found

parent not found

TMP: C:\Users\amir.dar\AppData\Local\Temp

TEMP: C:\Users\amir.dar\AppData\Local\Temp

tempdir: 'C:\\Users\\amir.dar\\AppData\\Local\\Temp'

real_path='C:\\Users\\amir.dar\\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 6945, in _setup_root_for_account

File "desktop/dropbox/sync_root/helpers.py", line 199, in create_root_for_account

File "desktop/dropbox/foundation/futures/basic.py", line 1040, in result

File "desktop/dropbox/sync_root/manager.py", line 382, in create_root

File "desktop/dropbox/sync_root/handlers/windows/cloud_files.py", line 299, in register

File "desktop/dropbox/sync_root/handlers/windows/cloud_files.py", line 601, in _register

PermissionError: [WinError -2147024891] Access is denied

So, i've uninstalled the app and deleted the registery key (used chatgpt for those steps)

now, i can't reintall the app

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Desktop

Error Messages

Windows

Comments

Hannah

Hey @dardar4, thanks for bringing this to our attention.

Let's get right to it!

Are you on a free Basic account and have more than 3 devices linked to your account already?

That might be a reason why you're getting this error, so you can check your linked devices at the bottom of this page and unlink any you don't need.

Also, how about the Microsoft store version of the app mentioned on the pop-up window? Have you previously installed it and is it still installed on your computer?

Let me know and we'll go from there.

dardar4

Hi

I currently have 2 linked accounts (my home PC and Android phone)
I am trying to install a third on my work laptop

I installed Dropbox from the Microsoft Store in the past, but I removed it a few days ago.
You can see in the attached photo that the Dropbox is not installed, but when running the installer, I get a message that it is still installed

Also tried to delete some registry keys using ChatGPT, but it didn't work

Nancy

Thanks for the visual, @dardar4. Did you also restart your device (after removing the Dropbox app that had been installed via the Microsoft Store), and you keep seeing the same error message?

dardar4

yes i did
same error message

Megan

Hey @dardar4!

I'm so sorry about the late reply, it seems that your response never populated on our end and we just saw that.

Do you still face the same issue, or is it now resolved? If you're still going through this, can you try following these steps for an advanced reinstall, and let me know how it goes?

dardar4

Hi

Did all the steps
cleaned everything in the registry or folders

still getting this bad boy when trying to install

Walter

Thanks for the update and sorry to hear this persists @dardar4.

Can you please open your computer's task manager and let me know if you see any process related to Dropbox listed there?

Also, if you're on the Dropbox Basic plan, have you ensured that you're not hitting your account's device limit?

dardar4

Hi

Only 2 linked accounts

Also, no Dropbox process in the task manager

Megan

Hey @dardar4!

Do you have any security programs like an antivirus, VPN, firewall, etc. that might be causing issues with the Dropbox app? If so, can you please disable them temporarily, to see if it helps?

Lastly, if nothing else works, can you please perform an advanced reinstall using these steps?

dardar4

I had some Cisco clients from our IT - I've disabled them
did, twice, all the "advanced reinstall" guide
nothing helps

Megan

Hey there, @dardar4!

I went ahead and reached out via email, in order for us to have a closer look into this. Reply back to me, and we'll take it from there.

Thanks a bunch!