"Couldn't start Dropbox" error after Windows 11 install

[mpasch]

After upgrading to windows 11, I cannot start Dropbox. "Couldn't start Dropbox" is the error.  I have checked Security software to make sure it is not blocking it (no sign that it is), reinstalled Dropbox, and rebooted several times.  Nothing has cleared the error.  I can get to Dropbox via the browser.

bn.BUILD_KEY: Dropbox
bn.VERSION: 138.4.2392
bn.constants.WINDOWS_SHELL_EXT_VERSION: 51

Last error in log is:

nucleus_python.SyncEngineError: "Initializing engine |>> Initializing filesystem |>> Attempting to initialize dbx cache directory |>> NtSetBasicInformation syscall: new handle |>> ACCESS_DENIED |>> Permission denied"

[Jay · Accepted solution]

Hi @mpasch, thanks for bringing this to our attention.

When you reinstalled the Dropbox desktop application, did you perform an advanced re-installation using these steps?

Keep me updated with any details!

[mpasch]

Yes, I followed this process.  It did not solve the problem.

[mpasch]

Well, in the end, I guess that did do it.  With the prior install, there was no indication of security software blocking Dropbox.  After the advanced re-installation, it appears that Windows was blocking Dropbox and once I accepted the security prompts, I am in business again.

[Sahel]

I also have this problem

[Walter]

Hey @Sahel, sorry to hear about this.

If you've ensured that this is not caused by an antivirus or a firewall on your computer, did you perform an advanced reinstall since you first noticed this error?

Note that if you're on the Basic plan with more than 3 devices connected to your account, you'll need to remove any that might be putting you over your account's limit and install the desktop app anew.

 

[mwaters5]

I could not update Dropbox it wouldn't let me install the update. I uninstalled, then rebooted, cleared the regsitry etc... (Basically all your suggestions on your help files) and I still cannot install drop box. I am a premium subscriber and I rely on drop box daily this needs to be resolved ASAP 

[mwaters5]

https://www.screencast.com/t/VlmsbNGty6a That is the error I get I disabled all Anti Virus Software, I disabled all Malware detection. I turn firewall completely off. I ran administrator and still fails to install.

[Walter]

Hey @mwaters5, sorry to hear you're having issues with this.

Since this persists after an advanced reinstall, I'd recommend getting in touch with our Support team as they'll be able to assist further with device and account specific information.

You can also let me know your ticket ID so that I can look it up in our system. 

[yvesfauth]

I found the problem ! It was a protection in the Microsoft Defender ! 😞