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mful38's avatar
mful38
Explorer | Level 3
17 days ago
Solved

The app won't start, after trying to install it on a new OS update of Windows 11.

I keep getting error message  Dropbox won't start after an install attempt.  Does not install and I get this message.  Was working well on WIn 11 64 before I sent my machine in for repair.  Hard drive was wiped and a new full install on Win 11 home was done.  I can access dropbox via a webpage but the app will not install.  About ready to give up on it completely.

 

bn.BUILD_KEY: Dropbox bn.VERSION: 224.3.4654 bn.constants.WINDOWS_SHELL_EXT_VERSION: 78 bn.is_frozen: True machine_id: 22bd69f7-de4b-4b79-be7e-2627c1863d73 pid: 61664 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\\voo_d\\AppData\\Local\\Dropbox' real_path='C:\\Users\\voo_d\\AppData\\Local\\Dropbox' mode=0o40777 uid=0 gid=0 parent mode=0o40777 uid=0 gid=0 dropbox_path: None not found parent not found sys_executable: 'C:\\Program Files (x86)\\Dropbox\\Client_224.3.4654\\Dropbox.exe' real_path='C:\\Program Files (x86)\\Dropbox\\Client_224.3.4654\\Dropbox.exe' mode=0o100777 uid=0 gid=0 parent mode=0o40777 uid=0 gid=0 trace.__file__: 'C:\\Program Files (x86)\\Dropbox\\Client_224.3.4654\\224.3.4654\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc' real_path='C:\\Program Files (x86)\\Dropbox\\Client_224.3.4654\\224.3.4654\\python-packages.zip\\dropbox\\client\\ui\\common\\boot_error.pyc' not found parent not found TMP: C:\Users\voo_d\AppData\Local\Temp TEMP: C:\Users\voo_d\AppData\Local\Temp tempdir: 'C:\\Users\\voo_d\\AppData\\Local\\Temp' real_path='C:\\Users\\voo_d\\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_utility.py", line 1081, in main_startup File "desktop/dropbox/client/main_utility.py", line 1001, in initialize File "desktop/dropbox/client/main_utility.py", line 795, in startup_low File "desktop/dropbox/client/configuration/manager.py", line 128, in load_instance_data File "desktop/dropbox/client/multiaccount/instance_database.py", line 883, in get_info_by_instance_id File "desktop/dropbox/client/multiaccount/instance_database.py", line 814, in get_master_row File "desktop/dropbox/assertions.py", line 57, in assert_ AssertionError: Found multiple master rows. Invalidating them all.

  • Hi there, mful38, let's look right into this! 

    Do you notice the same behavior when you try to download and install our app using our offline installer

    If so, then I'd also suggest an advanced reinstall using these steps. 

    Keep me posted on the results!

5 Replies

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    17 days ago

    Hi there, mful38, let's look right into this! 

    Do you notice the same behavior when you try to download and install our app using our offline installer

    If so, then I'd also suggest an advanced reinstall using these steps. 

    Keep me posted on the results!

  • mful38's avatar
    mful38
    Explorer | Level 3
    12 days ago

    Yes. Tried the offline installer and had the same result.

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    12 days ago

    Hey mful38, did you also try an advanced reinstall using the steps I provided above?

    If you did but the issue remains the same, can I send you an email in order for us to have a closer look into this?

  • mful38's avatar
    mful38
    Explorer | Level 3
    10 days ago

    Hi Megan,

    I followed all the steps and this time dropbox did install.  Thank you.

     

    Mike

     

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 days ago

    We're glad to hear it's sorted now and thanks for keeping us in the loop too, Mike.

    Have a wonderful weekend ahead and let us know if anything else comes up!

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