Forum Discussion

yuliyan733's avatar
yuliyan733
Explorer | Level 3
9 years ago

I'm getting an error message on my desktop app

bn.BUILD_KEY: Dropbox bn.VERSION: 27.4.22 bn.DROPBOXEXT_VERSION: 16.0 bn.is_frozen: True machine_id: failed pid: 12728 cwd: u'C:\\Program Files (x86)\\Dropbox\\Update\\1.3.65.1'      real_path...
desktop
Error Messages
Setting up the apps
Patrick W.4's avatar
Patrick W.4
New member | Level 1
11 years ago

i get an error message. please help

Couldn’t start Dropbox
This is usually because of a permissions error. Errors can also be caused by your home folder being stored on a network share.

bn.BUILD_KEY: Dropbox
bn.VERSION: 2.10.52
bn.DROPBOXEXT_VERSION: 24
bn.is_frozen: True
pid: 3108
cwd: u'C:\Users\Steve\AppData\Roaming\Dropbox\bin'
real_path=u'C:\Users\Steve\AppData\Roaming\Dropbox\bin'
mode=040777 uid=0 gid=0
parent mode=040777 uid=0 gid=0
HOME: None
appdata: u'C:\Users\Steve\AppData\Roaming\Dropbox\instance1'
real_path=u'C:\Users\Steve\AppData\Roaming\Dropbox\instance1'
mode=040777 uid=0 gid=0
parent mode=040777 uid=0 gid=0
dropbox_path: u'C:\Users\Steve\Dropbox'
real_path=u'C:\Users\Steve\Dropbox'
mode=040777 uid=0 gid=0
parent mode=040777 uid=0 gid=0
sys_executable: 'C:\Users\Steve\AppData\Roaming\Dropbox\bin\Dropbox.exe'
real_path='C:\Users\Steve\AppData\Roaming\Dropbox\bin\Dropbox.exe'
mode=0100777 uid=0 gid=0
parent mode=040777 uid=0 gid=0
trace.file: 'C:\Users\Steve\AppData\Roaming\Dropbox\bin\Dropbox.exe\dropbox\boot_error.pyc'
real_path='C:\Users\Steve\AppData\Roaming\Dropbox\bin\Dropbox.exe\dropbox\boot_error.pyc'
not found
parent not found
TMP: C:\Users\Steve\AppData\Local\Temp
TEMP: C:\Users\Steve\AppData\Local\Temp
tempdir: u'c:\users\steve\appdata\local\temp'
real_path=u'c:\users\steve\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 2443, in main_startup
File "dropbox\client\main.pyc", line 1399, in run
File "dropbox\client\main.pyc", line 1568, in load_config
File "dropbox\client\databases.pyc", line 247, in load_dropbox_config
File "contextlib.pyc", line 24, in exit
File "dropbox\client\databases.pyc", line 158, in new_config_file
WindowsError: [Error 5] Access is denied

Aisling G.'s avatar
Aisling G.
Icon for Dropbox Staff rankDropbox Staff
11 years ago

Hi Patrick! I'm sorry for the delay in replying to you. In general the message "Access Denied" means the Dropbox desktop client is unable to access the location to sync your files. Can you double check that you don't have any applications open that may be writing to that location?

If the problem persists, you can also temporarily disable any security or antivirus software that you may have running, as they may be preventing Dropbox from syncing correctly. If the issue goes away while you have the antivirus off this means you most likely need to add Dropbox to your list of trusted programs to allow it to work correctly.

To ensure that the software is working correctly, I’d also like you to do a complete reinstall to try to fix the problem. This will not affect or remove the files in your Dropbox folder.

Please save and quit all programs accessing files in the Dropbox folder, and then follow these instructions:

1) Download the newest version of Dropbox by visiting the Dropbox website:

https://www.dropbox.com/install

2) Quit Dropbox:

  • Click the Dropbox icon in the system tray at the bottom of your screen.
  • Click on the gear icon in the Notifications panel, and select “Quit Dropbox.”

3) Uninstall Dropbox:

  • Click on the Start button in the bottom left of your screen, and select Control Panel (Vista, 7, XP), or type Control Panel at the Start screen, and click on it (8).
  • Click "Uninstall a Program" (Vista, 7, 8) or "Add or Remove Programs" (XP).
  • Select Dropbox from the list of programs and click “Uninstall.”

4) When the uninstall finishes, please reboot your computer to ensure that it is complete.

5) Delete the Dropbox metadata folder:

  • Open a Windows File Explorer (not Internet Explorer).
  • Type %APPDATA% into the address bar (include the % percent signs).
  • Delete the folder "Dropbox" from the results.
  • Delete the folder "DropboxMaster" if you can find it in the results.

Please note that deleting the metadata folder will not delete the files in your Dropbox folder.

6) Start the installer downloaded from step # 1 by double-clicking the installer file, located in the "Downloads" folder.

7) When Dropbox has finished installing, please sign in and apply any Selective Sync settings you may have had prior to the reinstall during the sign in process. Your account will take a few moments to reindex the files and sync any pending changes.

If you have any additional questions, please let me know, and I’ll be happy to assist!

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