Desktop App won't start any more

Hi @jigsaw83, I checked, and it seems you were using a beta version of our app.

Can you try to switch to a stable one, and check how things go? You can do this by accessing your account settings on the Dropbox website and turn Early releases off.

Once that is done, feel free to re-install the app.

All comments

Walter

Hey @Mark G.16, sorry to hear about this.

Could you click on the blue hypertext and send us the full error log so that we can have a look too?

Thanks!

Thanks for the reply Walter! Here the text of the error log:

bn.BUILD_KEY: Dropbox
bn.VERSION: 177.4.5399
bn.constants.WINDOWS_SHELL_EXT_VERSION: 61
bn.is_frozen: True
machine_id: a82fa33e-e516-4993-aba8-0a75511c95b8
pid: 2928
cwd: 'C:\\Program Files (x86)\\Dropbox\\Client'
real_path='C:\\Program Files (x86)\\Dropbox\\Client'
mode=0o40777 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0
HOME: None
appdata: 'C:\\Users\\482ma\\AppData\\Local\\Dropbox\\instance1'
real_path='C:\\Users\\482ma\\AppData\\Local\\Dropbox\\instance1'
mode=0o40777 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0
dropbox_path: 'C:\\Users\\482ma\\Dropbox'
real_path='C:\\Users\\482ma\\Dropbox'
mode=0o40555 uid=0 gid=0
parent mode=0o40777 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=0o100777 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0
trace.__file__: 'C:\\Program Files (x86)\\Dropbox\\Client\\177.4.5399\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
real_path='C:\\Program Files (x86)\\Dropbox\\Client\\177.4.5399\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
not found
parent not found
TMP: C:\Users\482ma\AppData\Local\Temp
TEMP: C:\Users\482ma\AppData\Local\Temp
tempdir: 'C:\\Users\\482ma\\AppData\\Local\\Temp'
real_path='C:\\Users\\482ma\\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 5272, in _setup_root_for_account
File "desktop/dropbox/client/features/cloud_files_migration/gating.py", line 29, in should_migrate_to_cloud_files
File "desktop/dropbox/client/installer/win_installer_sparse_msix.py", line 156, in is_sparse_msix_registered
_bowbow.hresult_error: 0x87AF000B: The database disk image is malformed

Walter and everyone,

The workaround for the foreseeable future over here seems to be to uninstall/re-install Dropbox, let the App start and sync, and then don't turn the computer off...ever. Strange that this has never come up before. Maybe Dropbox does not like something in the shutdown/restart/reboot sequence, and then just won't start. I hope someone can see something in the error report though, so that I can turn the computer off again sometime.

Hannah

Thanks for the additional info and the error log, @Mark G.16.

Can you try performing an advanced reinstall of the app? That should resolve this issue for good.

Dave668

So I'm clearly not the only one with this problem, something has clearly recently changed which has stopped Dropbox working whenever Windows is restarted. Clearly it is not possible for many people to leave their machines on, so please sort whatever has been broken or I, like many I suspect, will simply find an alternative.

The advanced reinstall does not solve the problem.

Desktop APP works only for the first time right after installation.

After rebooting the system, the same issue occurred again.

I have tried more than three times of advanced reinstall.

The error log is almost identical to the log that the other user posted.

Followed the instructions for an advanced re-install, but it did not resolve the issue.

Walter

Hi all, for anyone who's still affected by this, could you let us know if you're running any 3rd party apps or security programs like antivirus or even a VPN/proxy setting on the affected computer?

No 3rd party apps or anti-virus type programs here...

Since the advanced re-install didn't solve this error, would it be okay for me to reach out via email, in order for us to have a closer look into this, Mark?

Tried to disable MS firewall and MS anti-virus program.

The same error occurred.

Jay

Hi everyone, could you confirm what version of Windows and OS build you're running on your machines?

Windows 10 22H2 OS Build 19045.3155

Jay

To look into this matter in more detail, could we contact you at the email associated with your forum profile?

Yes

Hi @Mark G.16, I just sent you an email, I'll see you there!

Yes

Jay

I've sent you an email, @yutsunhsieh, please could you reply to it when you get a chance!

I'm having the same problem. Advanced Re-install did not work. After Re-Installation it starts syncing but after a couple of minutes it stops working again.

Is there a solution in sight?

Hannah

Hey @jigsaw83, sorry to see that you're having this issue.

Do you get the same error message in the screenshot of the OP?

If so, can you click on the blue hyperlink on the error and send us a screenshot of the error log, so we can take a look?

yes, its the same error message. The Screenshot of the error:

Hannah

Thanks for the update, @jigsaw83.

Do you have any security apps, like an antivirus, firewall, VPN, etc. that could be blocking the Dropbox app?

If so, try disabling them temporarily, to see if that helps.

Hi Hanna, I only have the default antivirus program from microsoft (defender). I deacitvated it but the problem stays. I don't use any firewall or VPN

Hi @jigsaw83, I checked, and it seems you were using a beta version of our app.

Can you try to switch to a stable one, and check how things go? You can do this by accessing your account settings on the Dropbox website and turn Early releases off.

Once that is done, feel free to re-install the app.