running windows 10 Prp Version 21H1

Hey donnybrook37a, sorry to hear about this. Can you please click on the hyperlinked text file (the second shown in your screenshot) and forward us the whole error log? Have you tried reinstalling the desktop app lately? Keep me posted!

Hi donnybrook37a, 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?

Thanks for letting us know, WickedFeline. Do you have any security program that might be blocking Dropbox? Like an antivirus, VPN, firewall etc.? If so, try disabling them, to see if that helps.

I can't start the desktop app on Windows as I'm getting a permissions error

Walter
Dropbox Staff
3 years ago
Hey donnybrook37a, sorry to hear about this.

Can you please click on the hyperlinked text file (the second shown in your screenshot) and forward us the whole error log?

Have you tried reinstalling the desktop app lately?

Keep me posted!
- donnybrook37a
  New member | Level 2
  3 years ago
  Hi Walter, error message below.
  
  bn.BUILD_KEY: Dropbox
  bn.VERSION: 154.4.5363
  bn.constants.WINDOWS_SHELL_EXT_VERSION: 52
  bn.is_frozen: True
  machine_id: 797e4003-6631-4565-adcb-0230b50f6866
  pid: 34300
  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\\Jerry\\AppData\\Local\\Dropbox\\instance1'
  real_path='C:\\Users\\Jerry\\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\\154.4.5363\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
  real_path='C:\\Program Files (x86)\\Dropbox\\Client\\154.4.5363\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
  not found
  parent not found
  TMP: C:\Users\Jerry.000\AppData\Local\Temp
  TEMP: C:\Users\Jerry.000\AppData\Local\Temp
  tempdir: 'C:\\Users\\Jerry.000\\AppData\\Local\\Temp'
  real_path='C:\\Users\\Jerry.000\\AppData\\Local\\Temp'
  mode=0o40777 uid=0 gid=0
  parent mode=0o40777 uid=0 gid=0
  Traceback (most recent call last):
  File "dropbox\client\main.pyc", line 7878, in main_startup
  File "dropbox\client\main.pyc", line 2735, in initialize
  File "dropbox\client\main.pyc", line 1630, in startup_low
  File "dropbox\client\main.pyc", line 1229, in safe_makedirs
  File "dropbox\fsutil.pyc", line 655, in safe_makedirs
  File "dropbox\overrides.pyc", line 238, in makedirs
  File "dropbox\overrides.pyc", line 251, in makedirs
  PermissionError: [WinError 5] Access is denied: 'C:\\Users\\Jerry\\AppData\\Local\\Dropbox'
  - Nancy
    Dropbox Staff
    3 years ago
    Hi donnybrook37a, 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?
WickedFeline
Explorer | Level 3
2 years ago
This just started yesterday after turning my computer on (Windows 11), Dropbox appears to try and start, and then I get a pop up showing

I've gone through the usual items, running as Admin, re-installing, performing an advanced re-installation as per the links. And now I'm stumped. Anyone have any ideas?

Log File Contents

bn.BUILD_KEY: Dropbox
bn.VERSION: 182.3.6250
bn.constants.WINDOWS_SHELL_EXT_VERSION: 64
bn.is_frozen: True
machine_id: 1a49cc59-f1b9-44df-b13c-26ae8ec30c89
pid: 26452
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: 'E:\\Dropbox'
real_path='E:\\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\\182.3.6250\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
real_path='C:\\Program Files (x86)\\Dropbox\\Client\\182.3.6250\\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 5361, 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
- Hannah
  Dropbox Staff
  2 years ago
  
  Thanks for letting us know, WickedFeline.
  
  Do you have any security program that might be blocking Dropbox? Like an antivirus, VPN, firewall etc.?
  
  If so, try disabling them, to see if that helps.
  - WickedFeline
    Explorer | Level 3
    2 years ago
    Hi Hannah,
    
    I have the built in Windows Firewall, and AVG as my Anti-virus, which I have disabled and tried to run dropbox with as well, but I still get the same message appearing.
    
    It works fine on my laptop, so I don't believe its an account issue, but something that is happening simply with what is on my desktop.

beachbum314159

New member | Level 2

2 years ago

I've been using Dropbox installed on my Windows 11 for few months. While using computer, it gave me a popup about permission and the process ended. A reboot now gives me an error "Couldn't start Dropbox" with the full log below.

I didn't change any permissions, didn't install any new software.

What happened? Looks like permission error somehow. Thank you!

bn.BUILD_KEY: Dropbox
bn.VERSION: 193.4.5594
bn.constants.WINDOWS_SHELL_EXT_VERSION: 69
bn.is_frozen: True
machine_id: 091c223e-1dd3-499e-a310-642ffeba31d9
pid: 15876
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\\larry\\AppData\\Local\\Dropbox\\instance1'
         real_path='C:\\Users\\larry\\AppData\\Local\\Dropbox\\instance1'
               	mode=0o40777	uid=0	gid=0
         parent	mode=0o40777	uid=0	gid=0
dropbox_path: 'C:\\Users\\larry\\Dropbox'
              real_path='C:\\Users\\larry\\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\\193.4.5594\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
                real_path='C:\\Program Files (x86)\\Dropbox\\Client\\193.4.5594\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
                      	not found
                parent	not found
TMP: C:\Users\larry\AppData\Local\Temp
TEMP: C:\Users\larry\AppData\Local\Temp
tempdir: 'C:\\Users\\larry\\AppData\\Local\\Temp'
         real_path='C:\\Users\\larry\\AppData\\Local\\Temp'
               	mode=0o40777	uid=0	gid=0
         parent	mode=0o40777	uid=0	gid=0
Traceback (most recent call last):
  File "desktop/dropbox/fs_api/lifecycle.py", line 235, in client
  File "desktop/dropbox/fs_api/lifecycle.py", line 283, in _create_thin_client
  File "desktop/dropbox/fs_api/fs_api_adapter.py", line 50, in __init__
  File "desktop\extensions\fs_api\fs_api_python.pyx", line 63, in fs_api_python.FsApiServer.__cinit__
fs_api_python.FsApiError: "Initializing fs api |>> Initializing application filesystem |>> Attempting to initialize dbx cache directory |>> NtSetBasicInformation syscall: new handle |>> ACCESS_DENIED |>> Permission denied"

The above exception was the direct cause of the following exception:

Traceback (most recent call last):
  File "desktop/dropbox/client/main.py", line 879, in wrapper
  File "desktop/dropbox/client/main.py", line 6729, in finish_dropbox_boot
  File "desktop/dropbox/client/message_queue.py", line 306, in _wrapped
  File "desktop/dropbox/client/main.py", line 6191, in _init_components_for_account
  File "desktop/dropbox/client/main.py", line 6114, in create_sync_engine
  File "desktop/dropbox/sync_engine_boundary/factory.py", line 225, in make_sync_engine
  File "desktop/dropbox/sync_engine/nucleus/classic_client/sync_engine.py", line 243, in __init__
  File "desktop/dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.py", line 285, in __init__
  File "desktop/dropbox/sync_engine/nucleus/classic_client/modern_client/base.py", line 242, in __init__
  File "../win32_x86_64_dropbox_virtual_env/python38/Lib/functools.py", line 967, in __get__
  File "desktop/dropbox/fs_api/lifecycle.py", line 259, in client
dropbox.fs_api.lifecycle.FsApiClientCreationException: "Initializing fs api |>> Initializing application filesystem |>> Attempting to initialize dbx cache directory |>> NtSetBasicInformation syscall: new handle |>> ACCESS_DENIED |>> Permission denied"

beachbum314159
New member | Level 2
2 years ago
Answering this myself to document for others in future.
MANY hours of working on this, culprit was Windows builtin Ransomware protection.
Somehow it got turned on, and it locks down directories on the computer to prevent Ransomware attack, I had to "allow" Dropbox to access its own folders.
Problem is that there is no notification this is happening, this is separate from Windows Firewall.
Was very difficult to find.
Hannah
Dropbox Staff
2 years ago
Hey beachbum314159, thanks for taking the time to post about your issue and the resolution.

We appreciate your feedback on this and if the issue returns or if you have any questions, let us know.

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