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Can't open the Dropbox app after the user folder name changed

Migrated user from AD to Entra ID, the user folder name changed, now it says "Couldn't start Dropbox" and I can't open the settings to make changes. Tried uninstalling and reinstalling the app, but that didn't work.

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Hannah

Thanks for this, @alizahir.

Can you perform a more advanced reinstall of the app and let me know what happens?

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Hannah

Hey @alizahir, thanks for reaching out to us.

At the bottom of the error message window, there is a link to a .txt file with a full log of the error.

Can you copy the error log in your next reply or send us a screenshot, so we can take a closer look?

Thanks!

alizahir

bn.BUILD_KEY: Dropbox
bn.VERSION: 203.4.4857
bn.constants.WINDOWS_SHELL_EXT_VERSION: 75
bn.is_frozen: True
machine_id: db190a86-cf95-4d35-a020-88ec424f5d8a
pid: 17104
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\\joseph\\AppData\\Local\\Dropbox\\instance1'
real_path='C:\\Users\\joseph\\AppData\\Local\\Dropbox\\instance1'
not found
parent not found
dropbox_path: None
not found
parent not found
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\\203.4.4857\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
real_path='C:\\Program Files (x86)\\Dropbox\\Client\\203.4.4857\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
not found
parent not found
TMP: C:\Users\JOSEPH~1\AppData\Local\Temp
TEMP: C:\Users\JOSEPH~1\AppData\Local\Temp
tempdir: 'C:\\Users\\JOSEPH~1\\AppData\\Local\\Temp'
real_path='C:\\Users\\JosephMontoya\\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 8178, in main_startup
File "desktop/dropbox/client/main.py", line 2660, in initialize
File "desktop/dropbox/client/main.py", line 1693, in startup_low
File "desktop/dropbox/client/main.py", line 1308, in safe_makedirs
File "desktop/dropbox/fsutil.py", line 709, in safe_makedirs
File "desktop/dropbox/overrides.py", line 241, in makedirs
File "desktop/dropbox/overrides.py", line 241, in makedirs
File "desktop/dropbox/overrides.py", line 241, in makedirs
[Previous line repeated 1 more time]
File "desktop/dropbox/overrides.py", line 254, in makedirs
PermissionError: [WinError 5] Access is denied: 'C:\\Users\\joseph'

Hannah

Thanks for this, @alizahir.

Can you perform a more advanced reinstall of the app and let me know what happens?

alizahir

that did the trick, thank you.

Hannah

Happy to hear that, @alizahir!

If you need anything else, let us know.

Have a great day!