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Forum Discussion

alizahir's avatar
alizahir
New member | Level 2
5 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 t...
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  • Hannah's avatar
    Hannah
    5 months ago

    Thanks for this, alizahir.

     

    Can you perform a more advanced reinstall of the app and let me know what happens?

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
5 months ago

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'

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    5 months ago

    Thanks for this, alizahir.

     

    Can you perform a more advanced reinstall of the app and let me know what happens?

    • alizahir's avatar
      alizahir
      New member | Level 2
      5 months ago

      that did the trick, thank you.

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        5 months ago

        Happy to hear that, alizahir!

         

        If you need anything else, let us know.

         

        Have a great day!

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