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Dropbox app is having trouble starting up

I'm trying to set up Dropbox on a new Win 11 machine. I tried using the loader online twice and off line installer. I uninstalled the app each time before trying again. Each time I get the little squares going around in circles. When I look at "Show hidden icons" and point to the Dropbox icon, I see a msg stating, " Dropbox 172.4.xxx Waiting to be linked to a Dropbox account..." When I eventually close the setup box with the little squares, the icon in the Show Hidden Icons goes away.

Wondering if it might be my internet connection, I've both checked settings (it tells me that I am connected) and go to various webpages in a browser, refreshing to be sure that I'm not using cache. All while the little squares are running around. I've had this account for many years I can't get a complete installation.

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Megan

Hi @K M, I took a look at your previous error log and couldn't help but notice that you're using a beta version of the Dropbox desktop app.

Please access your account's settings, and opt-out of the early releases before trying to re-install our stable version.

You can install the latest, stable version of the app from this page directly. If this doesn't work either, let me know!

All comments

Calvin2DBX

Hi @Medrod,

Thanks for reaching in. Let's get to the bottom of the app issues there.

The app version is a long way back from current, 180.4.4912.

Good catch on testing in different web pages, to rule out connectivity issues.

If you have anything like VPN or security software that could be affecting the installer's ability to reach Dropbox, you can try either temporarily disabling or adding Dropbox to a whitelist (steps vary according to the security suite manufacturer.)

You can go ahead and uninstall it one more time, then download the latest version from here, instead: https://www.dropbox.com/downloading?plat=win&type=full

Let me know what you find!

Medrod

I d/l'd the newer version of drop box via the link that you provided. With VPN and Virus Protection both turned off, I installed that version; of course I had already removed the version of Drop Box that I had previously installed. Installation directed me to log in, which I did. From that point I got nothing but the rotating boxes, again. Checking the Show Hidden Icons and pointing to the Drop Box icon, I once again saw the msg that it was waiting to be linked to the proper file. Five minutes later with the boxes still going round and round, I closed the program.

Still no luck.

Hannah

Thanks for the update here, @Medrod, that's a bit strange.

Can you try a more advanced reinstall of the app, to see if that works?

Medrod

One question before I try the Advanced Reinstall. As I mentioned, this is a new computer onto which I am attempting to install s/w that was on my previous computer. This statement, taken from the link you provided, concerns me: "Finally, this process only works when linking to the exact same account that was previously linked to this computer." That's the problem, no account has been linked to THIS computer.

Should I give it a try anyway?

Megan

Hi @Medrod, yes, I would suggest that you give this one a go.

There is no problem if no account has yet to be linked to the current device.

K M

Dropbox desktop app does not run. Already have gone through all measures mentioned in support center including Advanced reinstall. Following is the error message I receive every time I try to run Dropbox app.

bn.BUILD_KEY: Dropbox
bn.VERSION: 182.3.6279
bn.constants.WINDOWS_SHELL_EXT_VERSION: 64
bn.is_frozen: True
machine_id: 97121f13-e184-467a-bb1d-1f9a2bc98e84
pid: 7188
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\\**\\AppData\\Local\\Dropbox\\instance1'
real_path='C:\\Users\\**\\AppData\\Local\\Dropbox\\instance1'
mode=0o40777 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0
dropbox_path: 'C:\\Users\\**\\Dropbox'
real_path='C:\\Users\\**\\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\\182.3.6279\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
real_path='C:\\Program Files (x86)\\Dropbox\\Client\\182.3.6279\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
not found
parent not found
TMP: C:\Users\**\AppData\Local\Temp
TEMP: C:\Users\**\AppData\Local\Temp
tempdir: 'C:\\Users\\**\\AppData\\Local\\Temp'
real_path='C:\\Users\\**\\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 5382, in _setup_root_for_account
File "desktop/dropbox/foundation/futures/basic.py", line 965, in result
File "desktop/dropbox/sync_root/manager.py", line 330, in convert_root
File "desktop/dropbox/sync_root/handlers/windows/cloud_files.py", line 341, in migrate
PermissionError: [WinError -2147024891] Access is denied

Megan

Hi @K M , I hope you're doing well and thanks for the error log!

As a test, can you try to temporarily disable any antivirus/firewall you may have on your computer and then, reinstall the desktop app on your device?

Do you still see the same error upon the Dropbox app startup?

Keep me posted!

K M

HI Megan

I did disable the antivirus but of no use. The funny thing is that the problem happened suddenly and after using DB on the same computer for nearly a decade. No problem before.

K M

Of course I did change the computer couple of times but things and settings on the laptops were usually the same and the current laptop has been in use for, I guess more than three years.

Megan

Hi @K M, I took a look at your previous error log and couldn't help but notice that you're using a beta version of the Dropbox desktop app.

Please access your account's settings, and opt-out of the early releases before trying to re-install our stable version.

You can install the latest, stable version of the app from this page directly. If this doesn't work either, let me know!

K M

Dear Megan,

Problem resolved. Thank you.

Megan

Awesome news @K M!

If you need anything else, let me know!