Unable to start or install Dropbox (Permissions error)

[Lokasenna]

My laptop crashed yesterday - no idea why, it just shut itself off out of the blue.

On restart, I got an error message that Dropbox couldn't start - "this is usually a permissions error". After rebooting and trying a few more times with no success, I did some Googling and tried some of the suggestions that have worked for other users:

- Using the offline installer (51.4.66)

- Safe Mode

- Running CCleaner

- Uninstalling Dropbox, removing all traces of it from Local, Roaming, both Program Files folders, and the registry, rebooting, and trying again

- Checking that my system path contains %SystemRoot%\system32;%SystemRoot%

Nothing has helped, and I'm at my wit's end. Suggestions?

Traceback (most recent call last):
  File "dropbox\client\main.pyc", line 1047, in boot_error
AssertionError

Original traceback:

Traceback (most recent call last):
  File "dropbox\client\main.pyc", line 6548, in main_startup
  File "dropbox\client\main.pyc", line 2654, in run
  File "dropbox\client\main.pyc", line 1413, in startup_low
  File "dropbox\client\multiaccount\instance_database.pyc", line 757, 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
FormattedWindowsError: [Error 5] Access is denied.

[Jane]

Hey @Lokasenna , sorry to hear about your laptop's breakdown, I understand that it's far from ideal & I'll try to help you return back to normal operations in any way I can!

Because it's my understanding that you've already followed the steps outlined in this resource here, so as to wipe any previous app traces, I've made sure to reach out to you on my end via email, as this issue may need to be reviewed by a higher-level technician.

Whenever you find some spare time, please check your inbox my email & we'll take it from there. I’m wishing you a wonderful week ahead! 

[Lokasenna]

Hi @Jane. Just checking in - I responded to your email a few minutes after receiving it, but haven't yet received any further communication.

[Jane]

Hey Lokasenna, thanks for the nudge! I’ve made sure to get back in touch with you there with some troubleshooting steps to follow. 

Please have a look at your inbox for my message & we’ll take it from there! 

[Lokasenna · Accepted solution]

Good news!

After some back-and-forth with @Jane via email, I'm back in business.

For anyone else with the same issue, and specifically the same Access Denied error, the solution in this case ended up being a reset of my Windows password, as described here: https://www.dropbox.com/help/desktop-web/cant-establish-secure-connection#registry 

[Jane]

(I feel it’s) needless to say that I appreciate the update on our discussion here Lokasenna! 

As mentioned on our private correspondence, it was a pleasure working with you & I hope that you get back in touch with us here in case you experience any issues in the future. Until then, take care & have a wonderful weekend ahead!