Can't start with windows7

[CHF19070]

Dropbox is not lauching at windows login and suggest to contact support mentioning

...\appdata\temp\dropbox error5b8whwzr.txt 

Don't want to post the content of this text file online, so what should I do next ?

Many Thanks

Chris

[Jay]

Hi Chris, if the error log contains some private info, we understand how you feel.

Generally, the last 2 or 3 lines of the error log is the most telling for us, and we’ll easily be able to see the issue from there. 

Usually it says something like OSError:, OperationalError:, amongst others, and they’re followed by some more detail. If you could post that line here, I should be able to assist directly.

Thanks in advance!

[CHF19070]

Hi Jay,

To be honnest I have no clue if anything is confidential or not ... so here it goes (full message)

bn.BUILD_KEY: Dropbox
bn.VERSION: 60.4.107
bn.DROPBOXEXT_VERSION: 25.0
bn.is_frozen: True
machine_id: 0f08eede-17b0-44b9-a418-98f623098650
pid: 3508
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\\CHF\\AppData\\Local\\Dropbox'
real_path='C:\\Users\\CHF\\AppData\\Local\\Dropbox'
mode=0o40777 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0
dropbox_path: None
real_path='C:\\Program Files (x86)\\Dropbox\\Client'
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\\python-packages-35.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
real_path='C:\\Program Files (x86)\\Dropbox\\Client\\python-packages-35.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
not found
parent not found
TMP: C:\Users\CHF\AppData\Local\Temp
TEMP: C:\Users\CHF\AppData\Local\Temp
tempdir: 'C:\\Users\\CHF\\AppData\\Local\\Temp'
real_path='C:\\Users\\CHF\\AppData\\Local\\Temp'
mode=0o40777 uid=0 gid=0
parent mode=0o40777 uid=0 gid=0
Traceback (most recent call last):
File "dropbox\keystore\keystore_win32.pyc", line 208, in _decrypt_payload
File "pynt\helpers\crypt.pyc", line 53, in unprotect_data
pynt.helpers.general.FormattedWindowsError: [Error 0x8009000b] b'Key not valid for use in specified state.\r\n'

During handling of the above exception, another exception occurred:

Traceback (most recent call last):
File "dropbox\keystore\keystore_win32.pyc", line 130, in get_versioned_key
File "dropbox\keystore\keystore_win32.pyc", line 157, in _read_encrypted_key_and_store_decrypted
File "dropbox\keystore\keystore_win32.pyc", line 211, in _decrypt_payload
dropbox.keystore._exceptions.KeychainMissingItem: [Error 0x8009000b] b'Key not valid for use in specified state.\r\n'

During handling of the above exception, another exception occurred:

Traceback (most recent call last):
File "dropbox\client\mapreduce.pyc", line 75, in __init__
File "dropbox\client\mapreduce.pyc", line 104, in get_user_key_with_retries
File "dropbox\client\mapreduce.pyc", line 132, in get_user_key
File "dropbox\keystore\keystore_win32.pyc", line 144, in get_versioned_key
File "dropbox\keystore\keystore_win32.pyc", line 93, in _store_versioned_key
File "dropbox\keystore\keystore_win32.pyc", line 199, in _encrypt_payload
File "pynt\helpers\crypt.pyc", line 30, in protect_data
pynt.helpers.general.FormattedWindowsError: [Error 5] b'Access is denied.\r\n'

During handling of the above exception, another exception occurred:

Traceback (most recent call last):
File "dropbox\client\main.pyc", line 6980, in main_startup
File "dropbox\client\main.pyc", line 2939, in run
File "dropbox\client\main.pyc", line 1504, in startup_low
File "dropbox\client\multiaccount\instance_database.pyc", line 759, in __init__
File "dropbox\client\mapreduce.pyc", line 91, in __init__
File "dropbox\client\mapreduce.pyc", line 127, in new_user_key
File "dropbox\keystore\keystore_win32.pyc", line 85, in store_versioned_key
File "dropbox\keystore\keystore_win32.pyc", line 93, in _store_versioned_key
File "dropbox\keystore\keystore_win32.pyc", line 199, in _encrypt_payload
File "pynt\helpers\crypt.pyc", line 30, in protect_data
pynt.helpers.general.FormattedWindowsError: [Error 5] b'Access is denied.\r\n'

I hope this means anything to you ....

Many Thanks

Chris

[Jay]

There we go, the ‘Access is Denied’ error at the bottom was what I needed.

This is usually related to the antivirus or security software on your computer blocking Dropbox from completing the startup process. 

To see if this is the issue, follow these steps:

1. Temporarily disable any antivirus or security programs on your computer.
2. Start the Dropbox application.

If you’re using Kaspersky, there has been a recent issue with one of their updates, which multiple users have reported, with a solution provided by one of them here.

Let me know if this helps!

[CHF19070]

Unfortunately, disabling the antivirus does not solve the problem 😞

Any other suggestions ?

Many thanks

Chris

[Jay]

Thanks for the update, try an advanced reinstall of the app to see if this helps.

[CHF19070]

Hi,

I did remove dropbox from the PC, cleaned up the directory as instructed, downloaded a fresh version and attempted to install it .... now getting a message saying error 2 happened during the installation 😞 ... what to do next ?

Thanks

[Jay · Accepted solution]

Okay, so error 2 is a very specific error message.

This has been covered in detail by another colleague here.

This should help resolve the issue on your end, but if it doesn’t, please let me know!