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Rebooting computer "couldn't start dropbox"

Rebooting computer "couldn't start dropbox"

ibgarrett
Explorer | Level 4

Hi,

 

I've recently encountered an issue when booting my computer and/or launching the Dropbox app I get a message stating "Couldn't start Dropbox. This is usually because of a permissions error.  Storing your home folder on a network hare can cause an error.  For more information, click the help button below.  Please contact Dropbox support with the following info for help: /var/folders/ss/s3dd9nhn224ly22gfwj_xh40000gn/T/dropbox_errorjho_gwf.txt"

 

There is no "help button" after this - just an "OK" button.

 

If I go to that path and ensure there are full permissions to the path it still happens.  

The /var/folders location is indeed on the local hard drive, not a network share.

I have uninstalled/reinstalled the dropbox app 

I have run the cleanup tools/repair permissions as quickly as I can from the menu bar before the app shuts down.

 

None of these items appear to resolve the issue.

 

Any suggestions on what to try next?

1 Accepted Solution

Accepted Solutions

Re: Rebooting computer "couldn't start dropbox"

Megan
Dropboxer
Sorry to jump into your convo with Hannah, I hope you're doing well @ibgarrett!

Can you perform an Advanced re-install on your device using these steps? 

Let me know how this turns out.

Megan
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

10 Replies 10

Re: Rebooting computer "couldn't start dropbox"

Hannah
Dropboxer
Hey @ibgarrett, thanks for reaching out and welcome to our Community!

Can you click on that blue hyperlink on the error message? It will take you to the error log.

Then take a screenshot of the error log and send it to me, so I can check it out.

Thanks!

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Re: Rebooting computer "couldn't start dropbox"

ibgarrett
Explorer | Level 4

Hi Hannah,

 

This is the output from the error log:

 

bn.BUILD_KEY: Dropbox
bn.VERSION: 121.4.4267
bn.constants.WINDOWS_SHELL_EXT_VERSION: 47
bn.is_frozen: True
machine_id: cbab6fa8-b65d-5497-a3f8-3beecb542d3b
pid: 17796
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='bgarrett', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Brian Garrett', pw_dir='/Users/bgarrett', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='bgarrett', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Brian Garrett', pw_dir='/Users/bgarrett', pw_shell='/bin/bash')
euid: 501
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'bgarrett', '_nsurlstoraged', '_serialnumberd'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'bgarrett', '_nsurlstoraged', '_serialnumberd'])
DYLD_LIBRARY_PATH: None
cwd: '/'
     real_path='/'
            mode=0o40755 uid=0 gid=0
     parent mode=0o40755 uid=0 gid=0
HOME: '/Users/bgarrett'
appdata: '/Users/bgarrett/.dropbox/instance5'
         real_path='/Users/bgarrett/.dropbox/instance5'
                mode=0o40700 uid=501 gid=80
         parent mode=0o40700 uid=501 gid=80
dropbox_path: '/Volumes/Synology/Documents/Dropbox'
              real_path='/Volumes/Synology/Documents/Dropbox'
                    not found
              parent not found
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
                real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
                      mode=0o100755 uid=501 gid=20
                parent mode=0o40755 uid=501 gid=20
trace.__file__: '/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
                real_path='/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
                      not found
                parent not found
tempdir: '/var/folders/ss/d3dd9nhn22s4ly22gfwj_xh40000gn/T'
         real_path='/private/var/folders/ss/d3dd9nhn22s4ly22gfwj_xh40000gn/T'
                mode=0o40700 uid=501 gid=20
         parent mode=0o40755 uid=501 gid=20
Traceback (most recent call last):
  File "dropbox/client/main.pyc", line 817, in wrapper
  File "dropbox/client/main.pyc", line 6338, in finish_dropbox_boot
  File "dropbox/client/main.pyc", line 5867, in _init_components_for_account
  File "dropbox/client/main.pyc", line 5784, in create_sync_engine
  File "dropbox/sync_engine_boundary/factory.pyc", line 225, in make_sync_engine
  File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc", line 279, in __init__
  File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 205, in __init__
  File "dropbox/sync_engine/nucleus/classic_client/modern_client/base.pyc", line 148, in __init__
  File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 231, in __init__
  File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 619, in _init_new_engine_locked
  File "dropbox/sync_engine/nucleus/thin_client/client.pyc", line 201, in __init__
  File "extensions/nucleus/nucleus_python.pyx", line 79, in nucleus_python.NucleusSyncEngine.__cinit__
nucleus_python.SyncEngineError: "Initializing engine |>> Initializing filesystem |>> Attempting to register icons |>> Opening dst |>> open syscall |>> Permission denied"

 

Re: Rebooting computer "couldn't start dropbox"

Здравко
Super Collaborator | Level 20

@ibgarrett wrote:
...
dropbox_path: '/Volumes/Synology/Documents/Dropbox'
              real_path='/Volumes/Synology/Documents/Dropbox'
                    not found
              parent not found
...

Hi @ibgarrett,

Seems, you had moved your Dropbox folder on a "Synology" drive, but the drive has gone. 🤔 Do you have some idea where? Try put it back. 😉

Hope this helps.

Re: Rebooting computer "couldn't start dropbox"

Megan
Dropboxer
Sorry to jump into your convo with Hannah, I hope you're doing well @ibgarrett!

Can you perform an Advanced re-install on your device using these steps? 

Let me know how this turns out.

Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Re: Rebooting computer "couldn't start dropbox"

ibgarrett
Explorer | Level 4

This looks like it resolved it.  I'm waiting for the sync to finish.  There's one other item that needs to be addressed, but it looks like there is some documentation to follow.  I'll work on that next.

 

Thanks - Brian

Re: Rebooting computer "couldn't start dropbox"

Megan
Dropboxer
Happy to hear you're back on track @ibgarrett.

Give me a nudge if you have any other questions.

Happy Friday!

Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Re: Rebooting computer "couldn't start dropbox"

nothappywantrefund
Explorer | Level 3

I have completed and advanced re-install on numerous occasions and it does not help. I am VERY frustrated, as no suggestion has helped. Please someone, look at the following code and tell me what to do to fix this. I have been ignoring it too long becasue each time I ask for hep from Dropbox, i get chats and emails that don't seem to be specific to my problem. See following code here: 

 

bn.BUILD_KEY: Dropbox
bn.VERSION: 129.4.3571
bn.constants.WINDOWS_SHELL_EXT_VERSION: 48
bn.is_frozen: True
machine_id: 7eddeef8-7aa6-5c23-912c-1ecef6b64e41
pid: 960
ppid: 1
uid: 502
user_info: pwd.struct_passwd(pw_name='omwilliams', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Omah Duncan', pw_dir='/Users/omwilliams', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='omwilliams', pw_passwd='********', pw_uid=502, pw_gid=20, pw_gecos='Omah Duncan', pw_dir='/Users/omwilliams', pw_shell='/bin/bash')
euid: 502
gid: 20
egid: 20
group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'omahwilliams-duncan', '_nsurlstoraged'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root', 'omahwilliams-duncan', '_nsurlstoraged'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/omwilliams'
appdata: '/Users/omwilliams/.dropbox/instance1'
real_path='/Users/omwilliams/.dropbox/instance1'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
dropbox_path: '/Users/omwilliams/Dropbox (Personal)'
real_path='/Users/omwilliams/Dropbox (Personal)'
mode=0o40700 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
sys_executable: '/Applications/Dropbox.app/Contents/MacOS/Dropbox'
real_path='/Applications/Dropbox.app/Contents/MacOS/Dropbox'
mode=0o100755 uid=502 gid=20
parent mode=0o40755 uid=502 gid=20
trace.__file__: '/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
real_path='/Applications/Dropbox.app/Contents/Resources/python-packages.zip/dropbox/client/ui/common/boot_error.pyc'
not found
parent not found
tempdir: '/var/folders/hw/fz5lkvmj4n914wpyncw5yqqc0000gp/T'
real_path='/private/var/folders/hw/fz5lkvmj4n914wpyncw5yqqc0000gp/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 809, in wrapper
File "dropbox/client/main.pyc", line 6551, in finish_dropbox_boot
File "dropbox/client/message_queue.pyc", line 307, in _wrapped
File "dropbox/client/main.pyc", line 6071, in _init_components_for_account
File "dropbox/client/main.pyc", line 5997, in create_sync_engine
File "dropbox/sync_engine_boundary/factory.pyc", line 225, in make_sync_engine
File "dropbox/sync_engine/nucleus/classic_client/sync_engine.pyc", line 278, in __init__
File "dropbox/sync_engine/nucleus/classic_client/modern_client/modern_client.pyc", line 220, in __init__
File "dropbox/sync_engine/nucleus/classic_client/modern_client/base.pyc", line 150, in __init__
File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 217, in __init__
File "dropbox/sync_engine/nucleus/classic_client/thin_adapter/in_proc.pyc", line 587, in _init_new_engine_locked
File "dropbox/sync_engine/nucleus/thin_client/client.pyc", line 182, in __init__
File "desktop/extensions/nucleus/nucleus_python.pyx", line 76, in nucleus_python.NucleusSyncEngine.__cinit__
nucleus_python.SyncEngineError: "Initializing engine |>> Initializing filesystem |>> Attempting to register icons |>> Opening dst |>> open syscall |>> Permission denied"

Re: Rebooting computer "couldn't start dropbox"

Megan
Dropboxer
Hi @nothappywantrefund, I am sorry to hear about this. 

Let's have a look. 

Do you maybe have a ticket number reference from your communication with our support agents? 

Keep me posted.

Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
:pushpin: Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

Re: Rebooting computer "couldn't start dropbox"

nothappywantrefund
Explorer | Level 3

 

 Ticket #14065523

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