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I'm getting an error message on my desktop app

bn.BUILD_KEY: Dropbox
bn.VERSION: 27.4.22
bn.DROPBOXEXT_VERSION: 16.0
bn.is_frozen: True
machine_id: failed
pid: 12728
cwd: u'C:\\Program Files (x86)\\Dropbox\\Update\\1.3.65.1'
     real_path=u'C:\\Program Files (x86)\\Dropbox\\Update\\1.3.65.1'
           mode=040777 uid=0 gid=0
     parent mode=040777 uid=0 gid=0
HOME: None
appdata: u'C:\\Users\\ychj\\AppData\\Local\\Dropbox\\instance1'
         real_path=u'C:\\Users\\ychj\\AppData\\Local\\Dropbox\\instance1'
               mode=040777 uid=0 gid=0
         parent mode=040777 uid=0 gid=0
dropbox_path: u'C:\\Users\\ychj\\Dropbox'
              real_path=u'C:\\Users\\ychj\\Dropbox'
                    not found
              parent mode=040777 uid=0 gid=0
sys_executable: 'C:\\Program Files (x86)\\Dropbox\\Client\\Dropbox.exe'
                real_path='C:\\Program Files (x86)\\Dropbox\\Client\\Dropbox.exe'
                      mode=0100777 uid=0 gid=0
                parent mode=040777 uid=0 gid=0
trace.__file__: 'C:\\Program Files (x86)\\Dropbox\\Client\\Dropbox.exe\\dropbox\\client\\ui\\common\\boot_error.pyo'
                real_path='C:\\Program Files (x86)\\Dropbox\\Client\\Dropbox.exe\\dropbox\\client\\ui\\common\\boot_error.pyo'
                      not found
                parent not found
TMP: C:\Users\ychj\AppData\Local\Temp
TEMP: C:\Users\ychj\AppData\Local\Temp
tempdir: u'c:\\users\\ychj\\appdata\\local\\temp'
         real_path=u'c:\\users\\ychj\\appdata\\local\\temp'
               mode=040777 uid=0 gid=0
         parent mode=040777 uid=0 gid=0
Traceback (most recent call last):
File "dropbox\client\main.pyo", line 572, in wrapper
File "dropbox\client\main.pyo", line 4579, in finish_dropbox_boot
File "dropbox\client\main.pyo", line 4739, in on_fresh_link
File "dropbox\client\main.pyo", line 4757, in create_dropbox_folder
File "dropbox\client\main.pyo", line 878, in safe_makedirs
File "dropbox\overrides.pyo", line 249, in makedirs
WindowsError: [Error 5] : u'C:\\Users\\ychj\\Dropbox'

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Patrick W.4

i get an error message. please help

Couldn’t start Dropbox

This is usually because of a permissions error. Errors can also be caused by your home folder being stored on a network share.

bn.BUILD_KEY: Dropbox

bn.VERSION: 2.10.52

bn.DROPBOXEXT_VERSION: 24

bn.is_frozen: True

pid: 3108

cwd: u'C:\Users\Steve\AppData\Roaming\Dropbox\bin'

real_path=u'C:\Users\Steve\AppData\Roaming\Dropbox\bin'

mode=040777 uid=0 gid=0

parent mode=040777 uid=0 gid=0

HOME: None

appdata: u'C:\Users\Steve\AppData\Roaming\Dropbox\instance1'

real_path=u'C:\Users\Steve\AppData\Roaming\Dropbox\instance1'

mode=040777 uid=0 gid=0

parent mode=040777 uid=0 gid=0

dropbox_path: u'C:\Users\Steve\Dropbox'

real_path=u'C:\Users\Steve\Dropbox'

mode=040777 uid=0 gid=0

parent mode=040777 uid=0 gid=0

sys_executable: 'C:\Users\Steve\AppData\Roaming\Dropbox\bin\Dropbox.exe'

real_path='C:\Users\Steve\AppData\Roaming\Dropbox\bin\Dropbox.exe'

mode=0100777 uid=0 gid=0

parent mode=040777 uid=0 gid=0

trace.file: 'C:\Users\Steve\AppData\Roaming\Dropbox\bin\Dropbox.exe\dropbox\boot_error.pyc'

real_path='C:\Users\Steve\AppData\Roaming\Dropbox\bin\Dropbox.exe\dropbox\boot_error.pyc'

not found

parent not found

TMP: C:\Users\Steve\AppData\Local\Temp

TEMP: C:\Users\Steve\AppData\Local\Temp

tempdir: u'c:\users\steve\appdata\local\temp'

real_path=u'c:\users\steve\appdata\local\temp'

mode=040777 uid=0 gid=0

parent mode=040777 uid=0 gid=0

Traceback (most recent call last):

File "dropbox\client\main.pyc", line 2443, in main_startup

File "dropbox\client\main.pyc", line 1399, in run

File "dropbox\client\main.pyc", line 1568, in load_config

File "dropbox\client\databases.pyc", line 247, in load_dropbox_config

File "contextlib.pyc", line 24, in exit

File "dropbox\client\databases.pyc", line 158, in new_config_file

WindowsError: [Error 5] Access is denied

Aisling G.

Hi Patrick! I'm sorry for the delay in replying to you. In general the message "Access Denied" means the Dropbox desktop client is unable to access the location to sync your files. Can you double check that you don't have any applications open that may be writing to that location?

If the problem persists, you can also temporarily disable any security or antivirus software that you may have running, as they may be preventing Dropbox from syncing correctly. If the issue goes away while you have the antivirus off this means you most likely need to add Dropbox to your list of trusted programs to allow it to work correctly.

To ensure that the software is working correctly, I’d also like you to do a complete reinstall to try to fix the problem. This will not affect or remove the files in your Dropbox folder.

Please save and quit all programs accessing files in the Dropbox folder, and then follow these instructions:

1) Download the newest version of Dropbox by visiting the Dropbox website:

https://www.dropbox.com/install

2) Quit Dropbox:

Click the Dropbox icon in the system tray at the bottom of your screen.
Click on the gear icon in the Notifications panel, and select “Quit Dropbox.”

3) Uninstall Dropbox:

Click on the Start button in the bottom left of your screen, and select Control Panel (Vista, 7, XP), or type Control Panel at the Start screen, and click on it (8).
Click "Uninstall a Program" (Vista, 7, 8) or "Add or Remove Programs" (XP).
Select Dropbox from the list of programs and click “Uninstall.”

4) When the uninstall finishes, please reboot your computer to ensure that it is complete.

5) Delete the Dropbox metadata folder:

Open a Windows File Explorer (not Internet Explorer).
Type %APPDATA% into the address bar (include the % percent signs).
Delete the folder "Dropbox" from the results.
Delete the folder "DropboxMaster" if you can find it in the results.

Please note that deleting the metadata folder will not delete the files in your Dropbox folder.

6) Start the installer downloaded from step # 1 by double-clicking the installer file, located in the "Downloads" folder.

7) When Dropbox has finished installing, please sign in and apply any Selective Sync settings you may have had prior to the reinstall during the sign in process. Your account will take a few moments to reindex the files and sync any pending changes.

If you have any additional questions, please let me know, and I’ll be happy to assist!

isaac s.3

i'm having the same problem and cannot resolve it with the information given. Can you help?

Thanks

Buck C.

Dropbox has been working great on my Win 7 32 bit laptop for at least 6 months. Recently, I've been getting an error trying to start Dropbox stating 'This is usually because of a permissions error.' I tried the steps at https://www.dropbox.com/help/72 (unlinking the laptop, manually running icacls) but the same error comes up when I try to start Dropbox.

I searched the web for solutions, but it seems that most people having this issue are Mac users. The same is true for people in the Dropbox forums.

So I used Control Panel to uninstall Dropbox, then File Explorer to delete every Dropbox directory, then Regedit to delete every trace of Dropbox from the registry. Downloaded the Offline installer and ran that. It appears to install correctly, but the last step is starting Dropbox, and it throws the same error.

Here is the log it generates:

[get_extra_trace_info failed]
Traceback (most recent call last):
File "dropbox\client\main.pyo", line 614, in boot_error
File "dropbox\client\main.pyo", line 3759, in get_dropbox_path
AttributeError: 'NoneType' object has no attribute 'config_dict'

Original traceback:

Traceback (most recent call last):
File "dropbox\client\main.pyo", line 4065, in main_startup
File "dropbox\client\main.pyo", line 1788, in run
File "dropbox\client\main.pyo", line 863, in startup_low
File "dropbox\client\multiaccount\instance_database.pyo", line 848, in __init__
File "dropbox\client\mapreduce.pyo", line 64, in __init__
File "dropbox\client\mapreduce.pyo", line 110, in new_user_key
File "dropbox\keystore\keystore_win32.pyo", line 65, in store_versioned_key
File "dropbox\keystore\keystore_win32.pyo", line 72, in _store_versioned_key
File "dropbox\keystore\keystore_win32.pyo", line 152, in _encrypt_payload
File "pynt\helpers\crypt.pyo", line 27, in protect_data
FormattedWindowsError: [Error 5] Access is denied.

So I tried icacls again, and they all run except this:

icacls "%PROGRAMFILES%\Dropbox" /grant "%USERNAME%":F /T

which throws 'C:\Program Files\Dropbox: Access is denied.' Which isn't a surprise, given Windows 7's restrictions on Program Files. I had to add my user to \Dropbox and \Dropbox\CrashReports (Full control) but Dropbox continues to throw the 'permissions' error when it tries to start. My profile has Full control over \Windows\Temp. I'm out of ideas.

David J.64

I have the same issue, but after creating a copying a new default user folder.

Daniel H.8

It appears that I now have the same idea, not sure what is going on. Have either of you managed to figure it out?

Buck C.

No idea, and no change, either.

Erin T.4

Have the exact same issue on Win 7 x64. Tried reinstall, system restore, and advice for fixing permissions error given by Dropbox. Extremely frustrating.

David J.64

Do you know when the problem begin ?

For me, it is when i copy the default user by using ProfileTool. Even if i copy the Default user by hand i still have the problem i think.

Monica F.1

Did anyone solve this issue? I'm also having the same problem. I've tried all of the ideas I have, those listed through the community online support, and tech support from Dropbox. Nothing has worked, and Dropbox has been awful with a response only once every 24 hours simply linking to old community support options, which I've already tried. I've been using Dropbox flawlessly for years. This is so disappointing.

David J.64

Yes,

We must change DropBox HKEY_CURRENT_USER / Software / DropBox

DropBox .

I use Google Translate, but you should be able to find where to go.

Monica F.1

I tried this option previously, and just now. In fairness, the translation does not fit the command options that I have. So, it is possible that I am not following your instructions properly. However, if I follow as I suspect I should, then It is not working for me. I continue to get the following:

[get_extra_trace_info failed]
Traceback (most recent call last):
File "dropbox\client\main.pyo", line 688, in boot_error
File "dropbox\client\main.pyo", line 4727, in get_dropbox_path
AttributeError: 'NoneType' object has no attribute 'get_dropbox_path'

Original traceback:

Traceback (most recent call last):
File "dropbox\client\main.pyo", line 4989, in main_startup
File "dropbox\client\main.pyo", line 1940, in run
File "dropbox\client\main.pyo", line 950, in startup_low
File "dropbox\client\multiaccount\instance_database.pyo", line 845, in __init__
File "dropbox\client\mapreduce.pyo", line 65, in __init__
File "dropbox\client\mapreduce.pyo", line 111, in new_user_key
File "dropbox\keystore\keystore_win32.pyo", line 73, in store_versioned_key
File "dropbox\keystore\keystore_win32.pyo", line 80, in _store_versioned_key
File "dropbox\keystore\keystore_win32.pyo", line 179, in _encrypt_payload
File "pynt\helpers\crypt.pyo", line 30, in protect_data
FormattedWindowsError: [Error 5] Access is denied.

fd770900bf7d68c71851b473a1c318a1

Buck C.

No, (re)giving myself all permissions on the Dropbox registry entry did not fix the problem. I get the same error log as Monica.

Alberto A.2

I had the same problem using windows 7 Pro – 64 bit.

After almost a week of desperate attempts, finally I solved it!

Now…I’m not sure it is the safer solution and the only way to fix it… do it at your own risk!

Actually the problem was related with privileges. But the configuration of the folders was ok (according to DB customer service instructions).

What I did was [my OS is not in English…hope you can follow me]:

Completely uninstall previous version of DB (also deleting registry keys and so on…)
Restart the computer
Reinstall the latest version of DB
Restart the computer
Exit from DB (if it is running. Check if the DB icon is there on the icon tray)
Enter the DB folder. In my case it is in C:/ProgramData (x86)/Dropbox
Enter ‘client’ folder
Then right click on dropbox.exe --> properties --> compatibility --> click at the bottom on ‘run this program as administrator’.

Hope this can help. Let me know.

AA.

John Y.17

The solution by@alberto worked for me. In fact, I had gone through all the steps mentioned by many posters, including: setting permissions, uninstalling/reinstalling the app, resetting permissions again. The problem I was having was a missing file: databases.pyo, which was causing an "access denied" error. I created an empty text file and renamed it "databases.pyo" and then started dropbox.exe as an admin.

It worked...

Jane

Hey @yuliyan733,

Thanks for reaching out for assistance on the Dropbox Community!

As a first troubleshooting step, I’d advise you to attempt re-downloading the latest stable version of the application after disabling your antivirus or any other security software that might create conflicts and then reinstall the Dropbox application.

Also, the offline Windows installer might help you resolve this issue. Please go to:

- https://www.dropbox.com/downloading?plat=win&type=full (Windows)

If this persists, you could try the steps posted by @Aisling G. on a previous reply, which I've merged on this post.

Let me know the results here, I'd be glad to follow-up!

Warm regards,

JaneA