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alizahir's avatar
alizahir
New member | Level 2
4 months ago

Can't open the Dropbox app after the user folder name changed

Migrated user from AD to Entra ID, the user folder name changed, now it says "Couldn't start Dropbox" and I can't open the settings to make changes. Tried uninstalling and reinstalling the app, but that didn't work. 

 

 

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff

    Hey alizahir, thanks for reaching out to us.

     

    At the bottom of the error message window, there is a link to a .txt file with a full log of the error.

     

    Can you copy the error log in your next reply or send us a screenshot, so we can take a closer look?

     

    Thanks!

    • alizahir's avatar
      alizahir
      New member | Level 2

      bn.BUILD_KEY: Dropbox
      bn.VERSION: 203.4.4857
      bn.constants.WINDOWS_SHELL_EXT_VERSION: 75
      bn.is_frozen: True
      machine_id: db190a86-cf95-4d35-a020-88ec424f5d8a
      pid: 17104
      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\\joseph\\AppData\\Local\\Dropbox\\instance1'
      real_path='C:\\Users\\joseph\\AppData\\Local\\Dropbox\\instance1'
      not found
      parent not found
      dropbox_path: None
      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\\203.4.4857\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
      real_path='C:\\Program Files (x86)\\Dropbox\\Client\\203.4.4857\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc'
      not found
      parent not found
      TMP: C:\Users\JOSEPH~1\AppData\Local\Temp
      TEMP: C:\Users\JOSEPH~1\AppData\Local\Temp
      tempdir: 'C:\\Users\\JOSEPH~1\\AppData\\Local\\Temp'
      real_path='C:\\Users\\JosephMontoya\\AppData\\Local\\Temp'
      mode=0o40777 uid=0 gid=0
      parent mode=0o40777 uid=0 gid=0
      Traceback (most recent call last):
      File "desktop/dropbox/client/main.py", line 8178, in main_startup
      File "desktop/dropbox/client/main.py", line 2660, in initialize
      File "desktop/dropbox/client/main.py", line 1693, in startup_low
      File "desktop/dropbox/client/main.py", line 1308, in safe_makedirs
      File "desktop/dropbox/fsutil.py", line 709, in safe_makedirs
      File "desktop/dropbox/overrides.py", line 241, in makedirs
      File "desktop/dropbox/overrides.py", line 241, in makedirs
      File "desktop/dropbox/overrides.py", line 241, in makedirs
      [Previous line repeated 1 more time]
      File "desktop/dropbox/overrides.py", line 254, in makedirs
      PermissionError: [WinError 5] Access is denied: 'C:\\Users\\joseph'