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cbloch's avatar
cbloch
New member | Level 2
3 months ago
Solved

Error when reinstalling the Dropbox desktop app on Windows 10.

Application Affected
Dropbox desktop (basic)
Device
HP Z400
Operating System/Browser (if using the web)
Windows 10
Dropbox App Version (if using the app)
224.4.4811 offline installer 64 bit

Question or Issue
Dropbox kept asking me to update, but when I download the update is say "On your marks..." then the window disappears and nothing happens. So I deleted dropbox rebooted and tried again. Same result. So I downloaded the offline installer for the last version I had, and it won't install.  Gives the error log below. My wife and I each have a windows account on this computer and each have our own (basic) dropbox account. I've been using dropbox for years and never had any problem like this.

bn.BUILD_KEY: Dropbox bn.VERSION: 2.10.30 bn.DROPBOXEXT_VERSION: 24 bn.is_frozen: True pid: 13760 cwd: u'C:\\WINDOWS\\system32' real_path=u'C:\\WINDOWS\\system32' mode=040777 uid=0 gid=0 parent mode=040777 uid=0 gid=0 HOME: None appdata: u'C:\\Users\\Charles Bloch\\AppData\\Roaming\\Dropbox' real_path=u'C:\\Users\\Charles Bloch\\AppData\\Roaming\\Dropbox' mode=040777 uid=0 gid=0 parent mode=040777 uid=0 gid=0 dropbox_path: u'C:\\Users\\Charles Bloch\\Dropbox' real_path=u'C:\\Users\\Charles Bloch\\Dropbox' mode=040555 uid=0 gid=0 parent mode=040555 uid=0 gid=0 sys_executable: 'F:\\Users\\Charles Bloch\\OneDrive - UW\\Computers\\Adobe\\AppData\\Roaming\\Dropbox\\bin\\Dropbox.exe' real_path='F:\\Users\\Charles Bloch\\OneDrive - UW\\Computers\\Adobe\\AppData\\Roaming\\Dropbox\\bin\\Dropbox.exe' mode=0100777 uid=0 gid=0 parent mode=040777 uid=0 gid=0 trace.__file__: 'F:\\Users\\Charles Bloch\\OneDrive - UW\\Computers\\Adobe\\AppData\\Roaming\\Dropbox\\bin\\Dropbox.exe\\dropbox\\boot_error.pyc' real_path='F:\\Users\\Charles Bloch\\OneDrive - UW\\Computers\\Adobe\\AppData\\Roaming\\Dropbox\\bin\\Dropbox.exe\\dropbox\\boot_error.pyc' not found parent not found TMP: C:\Users\CHARLE~1\AppData\Local\Temp TEMP: C:\Users\CHARLE~1\AppData\Local\Temp tempdir: u'c:\\users\\charle~1\\appdata\\local\\temp' real_path=u'c:\\users\\charle~1\\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 2383, in main_startup File "dropbox\client\main.pyc", line 1303, in run File "dropbox\client\main.pyc", line 540, in startup_low File "dropbox\client\multiaccount\instance_database.pyc", line 1558, in get_info_by_instance_id File "dropbox\client\multiaccount\instance_database.pyc", line 1475, in get_master_row File "dropbox\trace.pyc", line 190, in assert_ AssertionError: Found multiple master rows. Invalidating them all.

  • OK, that problem resolved (on its own). I have dropbox reinstalled and I'm logged in. Thanks for your help.

4 Replies

Replies have been turned off for this discussion
  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 months ago

    Hi there, cbloch, thanks for bringing this to our attention.

    Can you also try the steps in this article and let me know if they help?

    Thanks in advance.

  • cbloch's avatar
    cbloch
    New member | Level 2
    3 months ago

    Yes, that helped. I seem to have the desktop installed but it won't let me log in to the app.  I click on sign in with Dropbox on the app window. It takes me to my browser where I successfully sign in, then the app thinks for a while and then says "Previous sign in interrupted. Please try again". But try again gives the same result.

  • cbloch's avatar
    cbloch
    New member | Level 2
    3 months ago

    OK, that problem resolved (on its own). I have dropbox reinstalled and I'm logged in. Thanks for your help.

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 months ago

    Hey cbloch!

    Happy to see that your issue is now resolved!

    Give us a shout if you need anything else! 😇

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