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Can't start with windows7

Can't start with windows7

CHF19070
Explorer | Level 3

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

1 Accepted Solution

Accepted Solutions

Re: Can't start with windows7

Jay
Dropboxer
Okay, so error 2 is a very specific error message.
 
 
This should help resolve the issue on your end, but if it doesn’t, please let me know!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

7 Replies 7

Re: Can't start with windows7

Jay
Dropboxer
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!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Can't start with windows7

CHF19070
Explorer | Level 3

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

 

Re: Can't start with windows7

Jay
Dropboxer
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!

Jay
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!
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Re: Can't start with windows7

CHF19070
Explorer | Level 3

Unfortunately, disabling the antivirus does not solve the problem 😞

Any other suggestions ?

Many thanks

Chris

Re: Can't start with windows7

Jay
Dropboxer

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


Jay
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: Can't start with windows7

CHF19070
Explorer | Level 3

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

Re: Can't start with windows7

Jay
Dropboxer
Okay, so error 2 is a very specific error message.
 
 
This should help resolve the issue on your end, but if it doesn’t, please let me know!

Jay
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.

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