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I keep getting this error when I try to open Dropbox after it updated. I have uninstalled and reinstalled several times. Removed the other devices using the app. I cannot figure out who to do this. The pop up says "Contact Dropbox support" but of course this company doesn't want to be helpful and supply support unless we pay a large amount. In all honesty I won't pay for a company that won't even allow some support. We are considering leaving Dropbox all together.
bn.BUILD_KEY: Dropbox
bn.VERSION: 163.4.5456
bn.constants.WINDOWS_SHELL_EXT_VERSION: 57
bn.is_frozen: True
machine_id: cd5585cd-c631-58f7-a0f3-27704f09bb0e
pid: 3179
ppid: 1
uid: 502
user_info: pwd.struct_passwd(pw_name='PavPro', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='PavPro Consulting', pw_dir='/Users/PavPro', pw_shell='/bin/zsh')
effective_user_info: pwd.struct_passwd(pw_name='PavPro', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='PavPro Consulting', pw_dir='/Users/PavPro', pw_shell='/bin/zsh')
euid: 502
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'PavPro', '_nsurlstoraged', '_serialnumberd'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'PavPro', '_nsurlstoraged', '_serialnumberd'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/PavPro'
appdata: '/Users/PavPro/.dropbox'
real_path='/Users/PavPro/.dropbox'
mode=0o40755 uid=502 gid=20
parent mode=0o40750 uid=502 gid=20
dropbox_path: None
not found
parent not found
sys_executable: '/Volumes/Dropbox Offline Installer/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Volumes/Dropbox Offline Installer/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
trace.__file__: '/Volumes/Dropbox Offline Installer/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
real_path='/Volumes/Dropbox Offline Installer/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
not found
parent not found
tempdir: '/var/folders/8z/jz7crh9n49gb1j6z519_kxfm0000gp/T'
real_path='/private/var/folders/8z/jz7crh9n49gb1j6z519_kxfm0000gp/T'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 7507, in main_startup
File "dropbox/client/main.pyc", line 2588, in initialize
File "dropbox/client/main.pyc", line 1497, in startup_low
File "dropbox/client/configuration/manager.pyc", line 130, in load_instance_data
File "dropbox/client/multiaccount/instance_database.pyc", line 867, in get_info_by_instance_id
File "dropbox/client/multiaccount/instance_database.pyc", line 788, in get_master_row
File "dropbox/assertions.pyc", line 57, in assert_
AssertionError: Found multiple master rows. Invalidating them all.
Hey @GargoyleAnt, thanks for bringing this to our attention and sorry to see you're having trouble.
Can you try a more advanced reinstall of the Dropbox application, to see if that helps?
Let me know and we'll go from there.
Hannah
Community Moderator @ Dropbox
dropbox.com/support
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Yes it didn't work either.
Hi @GargoyleAnt, I just sent you an email!
I'll be more than happy to continue troubleshooting with you there. Cheers!
Megan
Community Moderator @ Dropbox
dropbox.com/support
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Hi there!
If you need more help you can view your support options (expected response time for a ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!