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I'm having trouble installing the desktop app

I'm having trouble installing the desktop app

denis-ya
Explorer | Level 3

A few weeks ago dropbox app stopped work. I desided to re-install the app. So, I uninstalled dropbox client, downloaded offline installer (Dropbox 63.4.107 Offline Installer.exe) and tried to install. But it failed. The log says that there is some problem with Python. I do not have Python installed on my PC, so I tried to install Python 3.5.4 and run offline installer again without any success, it still reported the same error. I also tried to set env variables PATH, PYTHONHOME and PYTHONPATH and run installer again. How I can solve this issue? I use Windows 7 x64 Prof. Thanks.

 

Dropbox.exe.log

!! dropbox: assigning process to named job object dbx14276
!! dropbox: assigned process to named job object with handle 000001AC
dropbox: loading watchdog
dropbox: package full name is <unpackaged>
dropbox: loading bootstrap
dropbox: initializing
dropbox: initializing python 3.5.4
dropbox: setting program path 'C:\Program Files (x86)\Dropbox\Client_63.4.107\Dropbox.exe'
dropbox: setting home path 'C:\Program Files (x86)\Dropbox\Client_63.4.107'
dropbox: setting python path 'C:\Program Files (x86)\Dropbox\Client_63.4.107;C:\Program Files (x86)\Dropbox\Client_63.4.107\python-packages-35.zip'
Fatal Python error: Py_Initialize: unable to load the file system codec
ImportError: No module named 'encodings'

Current thread 0x00003274 (most recent call first):

12 Replies 12

Re: Cannot install dropbox

Walter
Dropboxer

Sorry to hear about this @denis-ya - can you please perform an advanced re-install to attempt and fix this? 

You can use our offline installer from this page directly:

https://www.dropbox.com/downloading?build=64.4.141&plat=win&type=full

Please let me know if you get the same error message Denis!


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Cannot install dropbox

denis-ya
Explorer | Level 3

Thank you @Walter. I have just tried an advanced reinstall and Dropbox 64.4.141 Offline Installer.exe. It still reports the same issue. Please see the log below

Dropbox.exe.log

!! dropbox: assigning process to named job object dbx9436
!! dropbox: assigned process to named job object with handle 000001B0
dropbox: loading watchdog
dropbox: package full name is <unpackaged>
dropbox: loading bootstrap
dropbox: initializing
dropbox: initializing python 3.6.7
dropbox: setting program path 'C:\Program Files (x86)\Dropbox\Client_64.4.141\Dropbox.exe'
dropbox: setting home path 'C:\Program Files (x86)\Dropbox\Client_64.4.141'
dropbox: setting python path 'C:\Program Files (x86)\Dropbox\Client_64.4.141;C:\Program Files (x86)\Dropbox\Client_64.4.141\python-packages-36.zip'
Fatal Python error: Py_Initialize: unable to load the file system codec
ModuleNotFoundError: No module named 'encodings'

Current thread 0x000021e4 (most recent call first):

Re: Cannot install dropbox

Walter
Dropboxer

In that case, as it seems that this specific device is having some issues, could you please try installing our desktop app on a brand new OS profile?  Here's how:

Spoiler
1. Click Start.
2. Click Control Panel.
3. In the Control Panel screen, click on User Accounts.
4. In the User Accounts screen, click on the Manage another account option.
5. Click on Create a new account option.
6. Type in the new user name in the New account name field.
7. Select the Administrator option.
8. Click on the Create Account button.

If you were able to successfully install the Dropbox desktop application in the newly created profile, that means that there may be some sort of misconfiguration, setting, policy, or permission restriction that is affecting the original profile.

Unfortunately, this is outside the scope of what we can support. I'd recommend that you use the new profile from now on or that you contact either IT support or the customer support organization for your operating system.

If you were not able to run our desktop application correctly in the newly created profile, please let me know @denis-ya!


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Cannot install dropbox

denis-ya
Explorer | Level 3

Walter, I can install the Dropbox with another account, but I need this with my current account. Are there any other steps I could perform to install the app? As I understand the installer cannot set some python path, so it cannot find 'encodings' module. Can I set this mannually?

Re: Cannot install dropbox

Walter
Dropboxer

Sorry to hear that @denis-ya! Could you forward me the whole error message you get when you click on the error log so I can have a further look into this for you?

You can obtain the full text of the error by clicking on the blue link within the error message pop-up. This will open a file with the full text of the error. Please either copy and paste the text in your next response or save the file as a text file and send it over to me.

Thanks!


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: Cannot install dropbox

denis-ya
Explorer | Level 3

It says 'Cannot compleate install. Repeat'. When I click a link below it opens follow page

https://www.dropbox.com/help/desktop-web/install-failed

Log message is the same (see below). Probably CrashDumps can help? There is a file Dropbox.exe.10264.dmp into this folder.

installer-1.jpg

!! dropbox: assigning process to named job object dbx10264
!! dropbox: assigned process to named job object with handle 000001AC
dropbox: loading watchdog
dropbox: package full name is <unpackaged>
dropbox: loading bootstrap
dropbox: initializing
dropbox: initializing python 3.6.7
dropbox: setting program path 'C:\Program Files (x86)\Dropbox\Client_64.4.141\Dropbox.exe'
dropbox: setting home path 'C:\Program Files (x86)\Dropbox\Client_64.4.141'
dropbox: setting python path 'C:\Program Files (x86)\Dropbox\Client_64.4.141;C:\Program Files (x86)\Dropbox\Client_64.4.141\python-packages-36.zip'
Fatal Python error: Py_Initialize: unable to load the file system codec
ModuleNotFoundError: No module named 'encodings'

Current thread 0x00002834 (most recent call first):

Re: Cannot install dropbox

Walter
Dropboxer

Sorry you seem to have missed some lines @denis-ya. Therefore, I sent you a brief message to the email address you use for your forum's profile (thus creating a ticket for you with ID:8740889)  so we can have a better look into this internally with all of my tools at my disposal.

When you get the chance, take a look at my message and we'll take it from there.


Walter
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
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Re: Cannot install dropbox

mda1971
New member | Level 2

I have a similar issue. Dropbox installer (new install) is stopping with error 2 and I get 

!! dropbox: assigning process to named job object dbx5196
!! dropbox: assigned process to named job object with handle 00000614
dropbox: loading watchdog
dropbox: package full name is <unpackaged>
dropbox: loading bootstrap
dropbox: initializing
dropbox: initializing python 3.6.7
dropbox: setting program path 'C:\Program Files (x86)\Dropbox\Client_64.4.141\Dropbox.exe'
dropbox: setting home path 'C:\Program Files (x86)\Dropbox\Client_64.4.141'
dropbox: setting python path 'C:\Program Files (x86)\Dropbox\Client_64.4.141;C:\Program Files (x86)\Dropbox\Client_64.4.141\python-packages-36.zip'
Fatal Python error: Py_Initialize: unable to load the file system codec
ModuleNotFoundError: No module named 'encodings'

Current thread 0x00001718 (most recent call first):

Any feedback?

Thanks,
Matteo

Re: Cannot install dropbox

denis-ya
Explorer | Level 3

Unfortunatelly no any success. I received the same instructions by e-mail to un-install and re-install again. It does not work.

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    mda1971 New member | Level 2
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    denis-ya Explorer | Level 3
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    Walter Dropboxer
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