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Startup error on the Dropbox desktop app

I've been using Dropbox successfully for 10+ years. Last week I started getting an error message - see below. I double checked to see if documents created on my computer are syncing to Dropbox online and my phone. They are not. I have reviewed the help desk article and added dropbox.exe to my ESET virus protection software, but it didn't help. What to do? I'm nervous that my computer will crash adn I'll lose all recent documents as they won't be backed up in the cloud. There are a few red x's in File Explorer on some Dropbox files, but only a few. Lots of files have revolving arrows as if they are trying to sync.

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Hannah

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

Can you please click on the link (.txt file) at the bottom of the error window and send me a copy or a screenshot of that error log, so I can take a closer look?

Thanks in advance!

jfreeman

bn.BUILD_KEY: Dropbox bn.VERSION: 235.4.5905 bn.constants.WINDOWS_SHELL_EXT_VERSION: 87 bn.is_frozen: True machine_id: 83e84f31-6ccb-418c-b5bd-84dab8d3b5a8 pid: 13244 cwd: 'C:\\WINDOWS\\SysWOW64' real_path='C:\\Windows\\SysWOW64' mode=0o40777 uid=0 gid=0 parent mode=0o40777 uid=0 gid=0 HOME: None appdata: 'C:\\Users\\jenfr\\AppData\\Local\\Dropbox\\instance1' real_path='C:\\Users\\jenfr\\AppData\\Local\\Dropbox\\instance1' mode=0o40777 uid=0 gid=0 parent mode=0o40777 uid=0 gid=0 dropbox_path: 'C:\\Users\\jenfr\\Dropbox' real_path='C:\\Users\\jenfr\\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\\235.4.5905\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc' real_path='C:\\Program Files (x86)\\Dropbox\\Client\\235.4.5905\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc' not found parent not found TMP: C:\Users\jenfr\AppData\Local\Temp TEMP: C:\Users\jenfr\AppData\Local\Temp tempdir: 'C:\\Users\\jenfr\\AppData\\Local\\Temp' real_path='C:\\Users\\jenfr\\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 1107, in wrapper File "desktop/dropbox/client/main.py", line 8682, in finish_dropbox_boot File "desktop/dropbox/client/message_queue.py", line 338, in _wrapped File "desktop/dropbox/client/main.py", line 7965, in _init_components_for_account File "desktop/dropbox/client/main.py", line 7873, in create_sync_engine File "desktop/dropbox/sync_engine_boundary/factory.py", line 237, in make_sync_engine File "desktop/dropbox/sync_engine/nucleus/classic_client/sync_engine.py", line 264, in __init__ File "desktop/dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.py", line 331, in __init__ File "desktop/dropbox/sync_engine/nucleus/classic_client/modern_client/base.py", line 279, in __init__ File "desktop/dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.py", line 244, in __init__ File "desktop/dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.py", line 622, in _init_new_engine_locked File "desktop/dropbox/sync_engine/nucleus/thin_client/client.py", line 176, in __init__ File "desktop\\extensions\\nucleus\\nucleus_python.pyx", line 77, in nucleus_python.NucleusSyncEngine.__cinit__ nucleus_python.SyncEngineError: "Initializing engine |>> Initializing filesystem |>> Attempting to initialize dbx cache directory |>> Getting handle to root |>> NtSetBasicInformation syscall: new handle |>> ACCESS_DENIED |>> FSErrorCode::PermissionDenied"

jfreeman

Based on advice from the DropBox Chat help, I uninstalled and reinstalled Dropbox on my computer but it didn't help

Hannah

Thanks for the update, @jfreeman.

That error leads me to believe that it does have something to do with your antivirus or some other kind of security program, like perhaps a VPN or firewall?

If you have any of those, can you temporarily disable them, to see if it helps?

Megan

Hey @jfreeman!

Following up to confirm whether your issue is resolved or if further support is needed. We're here to help either way.

CobaBiltoni

Ik experience the same, evan after doeing all the steps as mentioned (such as offline install etc..) any new insights in this?

Hannah

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

Can you send us a screenshot or a copy of the error log as well (from the blue hyperlink on the error), so we can check it out?

CobaBiltoni

Yes i can, your support division i already looking in to it so i am aiming on that expertise as well. But no harm to share it with this forum...

bn.BUILD_KEY: Dropbox bn.VERSION: 237.4.5655 bn.constants.WINDOWS_SHELL_EXT_VERSION: 88 bn.is_frozen: True machine_id: e92964e2-c2c3-401c-a4e8-a0795391c14d pid: 34752 cwd: 'C:\\Windows\\SysWOW64' real_path='C:\\Windows\\SysWOW64' mode=0o40777 uid=0 gid=0 parent mode=0o40777 uid=0 gid=0 HOME: None appdata: 'C:\\Users\\richard\\AppData\\Local\\Dropbox\\instance2' real_path='C:\\Users\\richard\\AppData\\Local\\Dropbox\\instance2' mode=0o40777 uid=0 gid=0 parent mode=0o40777 uid=0 gid=0 dropbox_path: 'D:\\Dropbox' real_path='D:\\Dropbox' mode=0o40777 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\\237.4.5655\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc' real_path='C:\\Program Files (x86)\\Dropbox\\Client\\237.4.5655\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc' not found parent not found TMP: C:\Users\richard\AppData\Local\Temp TEMP: C:\Users\richard\AppData\Local\Temp tempdir: 'C:\\Users\\richard\\AppData\\Local\\Temp' real_path='C:\\Users\\richard\\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 1113, in wrapper File "desktop/dropbox/client/main.py", line 8760, in finish_dropbox_boot File "desktop/dropbox/client/message_queue.py", line 338, in _wrapped File "desktop/dropbox/client/main.py", line 8040, in _init_components_for_account File "desktop/dropbox/client/main.py", line 7948, in create_sync_engine File "desktop/dropbox/sync_engine_boundary/factory.py", line 237, in make_sync_engine File "desktop/dropbox/sync_engine/nucleus/classic_client/sync_engine.py", line 264, in __init__ File "desktop/dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.py", line 330, in __init__ File "desktop/dropbox/sync_engine/nucleus/classic_client/modern_client/base.py", line 262, in __init__ File "desktop/dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.py", line 244, in __init__ File "desktop/dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.py", line 622, in _init_new_engine_locked File "desktop/dropbox/sync_engine/nucleus/thin_client/client.py", line 176, in __init__ File "desktop\\extensions\\nucleus\\nucleus_python.pyx", line 81, in nucleus_python.NucleusSyncEngine.__cinit__ nucleus_python.SyncEngineError: "Initializing engine |>> Initializing filesystem |>> Attempting to create old_files |>> Error making tempdir |>> openat_native |>> FSErrorCode::NotADirectory"

Hannah

Thanks for the update, @CobaBiltoni!

I just found your ticket and I can see that it's been sent to our specialists, so they'll get back to you with more info on their end as well, the soonest possible.

I forwarded your comments and raised the priority of your ticket and if you need anything else, let us know.

CobaBiltoni

Thanks for that Hannah....fingers crossed... thingsd get complicated without my online backups!

Hannah

For sure, @CobaBiltoni!

Let us know of any updates, if you want.