Startup error on the Dropbox desktop app

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!

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"

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

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?

Hey jfreeman!

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