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I'm getting an error message that the Dropbox desktop application can't start up

I'm getting an error message that the Dropbox desktop application can't start up

Steph05
New member | Level 2

I keep having error messages when restarting the computer saying that Dropbox cannot be opened because of authorization problem. I don't see the icon in the bar anymore. Since then, Office is not working either. Any Help?

8 Replies 8

Re: Error messages

Jay
Dropboxer
Hi Steph, if Office is having issues, then perhaps there might be other underlying problems related to the machine itself? Have you recently made any updates to your OS?
 
What is the exact error message you get when opening the Dropbox desktop application? If there’s an error log, could you paste the last 10 lines of it in order to see what the cause for this could be? Thanks in advance!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Error messages

Steph05
New member | Level 2

Hi Jay, thanks for your answer. Yes, I have recently completely rebooted the computer and updated the OS. Or someone did it for me 😉 

The message says in French : Impossible to start Dropbox. An authorization problem is generally responsible for this. 

The log says : Traceback (most recent call last):
File "dropbox/client/main.pyc", line 7170, in main_startup
File "dropbox/client/main.pyc", line 3001, in run
File "dropbox/client/main.pyc", line 1483, in startup_low
File "dropbox/client/reporting/event.pyc", line 441, in __init__
File "dropbox/client/reporting/event.pyc", line 454, in _initialize_reporting_thread_controller
File "dropbox/client/reporting/persistent_events.pyc", line 71, in __init__
File "dropbox/client/reporting/persistent_events.pyc", line 239, in __init__
File "dropbox/client/reporting/event_log.pyc", line 76, in __init__
File "dropbox/client/high_trace.pyc", line 662, in __init__
File "dropbox/client/main.pyc", line 1175, in safe_makedirs
File "os.pyc", line 220, in makedirs
FileNotFoundError: [Errno 2] No such file or directory: '/Users/stephaniemartin/.dropbox/events'

Re: Error messages

Steph05
New member | Level 2

Capture d’écran, le 2019-02-13 à 10.57.09.png

Re: Error messages

Jay
Dropboxer
The error log would be in that blue link you see on the screen. Could you forward the last twenty lines of that log for me to check it out here?

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Error messages

Steph05
New member | Level 2

Here's the whole thing :

bn.BUILD_KEY: Dropbox
bn.VERSION: 66.4.84
bn.DROPBOXEXT_VERSION: failed
bn.is_frozen: True
machine_id: c9387ceb-e027-5557-a7b7-9e2a70037e82
pid: 342
ppid: 1
uid: 501
user_info: pwd.struct_passwd(pw_name='stephaniemartin', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Stéphanie Martin', pw_dir='/Users/stephaniemartin', pw_shell='/bin/bash')
effective_user_info: pwd.struct_passwd(pw_name='stephaniemartin', pw_passwd='********', pw_uid=501, pw_gid=20, pw_gecos='Stéphanie Martin', pw_dir='/Users/stephaniemartin', 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'])
effective_group_info: grp.struct_group(gr_name='staff', gr_passwd='*', gr_gid=20, gr_mem=['root'])
DYLD_LIBRARY_PATH: None
cwd: '/'
real_path='/'
mode=0o40755 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
HOME: '/Users/stephaniemartin'
appdata: '/Users/stephaniemartin/.dropbox'
real_path='/Users/stephaniemartin/.dropbox'
mode=0o40755 uid=501 gid=20
parent mode=0o40755 uid=501 gid=20
dropbox_path: None
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-resources/python-packages-36.zip/dropbox/client/ui/common/boot_error.pyc'
real_path='/Applications/Dropbox.app/Contents/Resources/python-resources/python-packages-36.zip/dropbox/client/ui/common/boot_error.pyc'
not found
parent not found
tempdir: '/var/tmp'
real_path='/private/var/tmp'
mode=0o41777 uid=0 gid=0
parent mode=0o40755 uid=0 gid=0
Traceback (most recent call last):
File "dropbox/client/main.pyc", line 7170, in main_startup
File "dropbox/client/main.pyc", line 3001, in run
File "dropbox/client/main.pyc", line 1483, in startup_low
File "dropbox/client/reporting/event.pyc", line 441, in __init__
File "dropbox/client/reporting/event.pyc", line 454, in _initialize_reporting_thread_controller
File "dropbox/client/reporting/persistent_events.pyc", line 71, in __init__
File "dropbox/client/reporting/persistent_events.pyc", line 239, in __init__
File "dropbox/client/reporting/event_log.pyc", line 76, in __init__
File "dropbox/client/high_trace.pyc", line 662, in __init__
File "dropbox/client/main.pyc", line 1175, in safe_makedirs
File "os.pyc", line 220, in makedirs
FileNotFoundError: [Errno 2] No such file or directory: '/Users/stephaniemartin/.dropbox/events'

Re: Error messages

Jay
Dropboxer

Thanks for the log, could you try an advanced reinstall of the app and let me know how it goes?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Error messages

Steph05
New member | Level 2

Well, the terminal part didn't seem to work... What is it supposed to do when I copy those lines? Because it doesn't seem to have any effect. Anyway, i'm going to have my computer checked. Thanks for your help...

      1. Ouvrez le Finder et cliquez sur Applications.
      2. Ouvrez l'application Terminal.
      3. Copiez les lignes suivantes et collez-les l'une après l'autre dans le terminal. Appuyez sur Entrée après chacune.
        • Ne saisissez pas les commandes manuellement.
        • Lorsque vous y êtes invité, saisissez votre mot de passe administrateur sur cet ordinateur (à ne pas confondre avec votre mot de passe Dropbox), puis appuyez sur Entrée.
        • Important : nous supposons que votre dossier Dropbox se trouve à l'emplacement par défaut. Si vous l'avez placé ailleurs, remplacez toutes les instances de ~/Dropbox par le chemin d'accès complet de votre dossier Dropbox entre guillemets. Par exemple, si votre dossier Dropbox se trouve au chemin /Volumes/EmplacementDifférent/Dropbox, vous devez remplacer ~/Dropbox dans les instructions suivantes par "/Volumes/EmplacementDifférent/Dropbox".
    sudo chown "$USER" "$HOME"
    sudo chown -R "$USER" ~/Dropbox
    sudo chmod -R u+rw ~/Dropbox
    sudo mv ~/.dropbox ~/.Trash/dropbox.old
    sudo chmod -N ~
    sudo mv /Library/DropboxHelperTools ~/DropboxHelperTools.old
    Faites défiler la page vers la droite pour afficher la suite de l'extrait de code.

Re: Error messages

Jay
Dropboxer

Keep me posted if you have any updates!


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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