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Dropbox crashing on Android

For about a week now, Dropbox is crashing on my Android 5.1 phone (Kernel 3.10.65+). Latest version of Dropbox I have installed is v.114.2.12

I cleared app and phone cache, uninstalled, reinstalled, restarted, and still it doesn't work.

It looks like it works on restart but when I try to access any files, it kicks me out of the app and to my home screen.

I noticed that the app is still running in the background, but every time I put focus on it; it kicks me out to home screen again.

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Jane

Thanks for reporting Carlo (@mcharlie)! I’m currently gathering all cases through our Official Support channel, so I’ve made sure to create a ticket on our system on your behalf. You may have a look at your inbox at your earliest convenience & I’ll do my best to follow-up with you asap. Thanks again!

All comments

Jane

Hey @R2more, I appreciate it that you tried working on this issue on your end & thanks for letting us know of the steps you’ve already followed!

As this seems to pertain specifically to this device, let me have a closer look on your setup through our Official channel. In order to investigate having all our tools available, I’ve made sure to reach out to you directly via email on my end.

Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly get back in touch with you asap. Thanks for reaching out on our Community & I’ll be awaiting your next reply!

hannns66

I have the same problem with Version 114.2.12 and Android 5.1. Many factory-resets, new installations, even creating a new account .... Now I downloaded Version 110.2.4 (date Sept 8th 2018) as an apk-file, installed and it works. But of course I cannot prohibit that Google Play will update me (to my favor of course) ....

Its interesting that it only crashes when WLAN is on. With WLAN off it seems to be stable, but all the files are not readable because of missing network connection (even when the file name is showed).

I wrote an email to Dropbox support.

Jane

Thanks for letting me know of all the troubleshooting you’ve followed so far & your findings @hannns66!

As I understand that you’d need some additional assistance, I’ve made sure to check for your previous correspondence on our system & I can see that my colleague has already forwarded your report to our specialist team, so as to investigate what’s happening in more depth. I’ve also raised your support priority internally, so you may expect a reply on that correspondence soon.

I hope that this is helpful to you & I’m also here in case I can be of assistance in any way. Thanks again for getting in touch on the Forum!

DC78

Hi, I am experiecind teh same issue.

Android 5.1 phone (Kernel 3.10.65+)

I tried also to disinstalla and reinstall.

The issue is persisiting.

diego

Jane

Thanks for posting us here on this behavior Diego (@DC78) & trying to work on this issue on your end!

As I’d like to help you on the matter as much as possible & expedite resolution a bit, I’ve made sure to create a support ticket on our system gathering all the info you’ve included on this post.

Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly get back in touch with you asap. Thanks again!

DC78

Hi Jane,

Thansk in advance for your support, much appreciated.

You should have received my reply to your email.

Diego

Jane

Thanks for the nudge Diego ( @DC78). You may have a second look at your inbox at your earliest convenience, in order to move forward on that together!

mcharlie

Hi, same issue here

Android 5.1 (Kernel 3.10.65) Huawei LUA-L21

Dropbox 116.2.4 updated 9/10/18

after the update, continuously crashing (and staying in backgroud but crashing again if selected)

I also tried to reinstall and clearing cache/data, no way.

Thx, carlo

Jane

mcharlie

thanks

carlo

Ihor

I have the same issue with drobox v.114.2.12 and v.116.2.4. I'm using Android v5.1, OS name is Flyme 6.2.0.0G

Ihor

Btw, issue isn't reproducible for me in v112.2.8

Jane

I appreciate it that you've tried to work on that on your own @Ihor & thanks a lot for pinging me here on the matter. I’ve already created a ticket on your behalf on our system, in order to gather all relevant info. Once you reply to me, I’ll make sure to follow-up with you asap. Thanks again for your report & I'll be awaiting your next email!

anaknezevic

After two last updates, I was not able to access the app on my android at all. When I try to access it, it crashes and exits the app. This is so frustrating and I thought that after the last update it will be fixed, but I still have the same problem.

Walter

Hey there @anaknezevic - sorry to hear that!

I have moved your post here to keep things neat since we had some similar reports recently.

Could you please confirm that the issue persists after clearing the cache on your app and then signing out and back into your Dropbox account? To do this:

- Tap the menu icon in the upper-left corner of the screen
- Select "Settings"
- Select “Clear Cache”

Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.

Should the issue persist please let me know and I will reach out to you via email directly so we can work on this together with all our tools available.

Thanks in advance for your response.

PS: If you'd like to do this from your end, log a ticket with our team and let me know the ticket ID so I can locate it on our system.

anaknezevic

The problem is, I can't access the app in order to be able to log out! I've cleared the cache, but still...

Walter

Thanks for the swift response and sorry to hear this persists @anaknezevic!

As I'd like to look into this internally, I went ahead and sent you an email to the address you use for your forum's profile. Check your inbox for my message and we'll take it from there Ana.

Thanks again and until we speak again have a lovely day.

Alerod

Muy Dropbox app forma Android keeps crashing al the time. It gets closed a few seconds after I open it. I hace tried to uninstall and install again. It did not help.

Walter

Hey there @Alerod - I moved your post here since we're getting such reports from some users lately and wanted to keep things neat and under one thread.

Can you please let me know if I may reach out directly to the email address you use for your forum's profile so we can have a more in depth look together with all of our tools available?

Let me know and we'll take it from there.

Alerod

Jep, it is [personal information removed by moderation for security reasons] Thanks!

Jane

You can have a look at your email whenever you get a chance @Alerod & we’ll take it from there. Thanks & happy Friday!

smahmud2

when I tap on it, it starts but a second laer it quits. goes back to home screen. It was okay for the whole year. I tried installing, uninstalling, clearing cache.
Please help
Tia

Walter

Hello @smahmud2 - sorry to hear this.

As we've been getting a number of similar reports lately, I moved your post under this thread to keep things neat in our forums.

Moreover, I have reached out via email to the address you use for your forum's profile so that we can have a more detailed look into this with all of our tools available.

Check your inbox for my email and we'll take it from there. Thanks in advance and have a lovely week ahead!

Megaman

I am having the same issue with my Meizo M2 Note on Android 5.1

App keeps crashing when I open it.

Jane

Thanks for reporting here @Megaman. To further investigate, I’ve sent you both a brief message on the email connected to your Forum profile. You may have a look at your inbox at your earliest convenience & we’ll take it from there!

bit_nibble_bite

Hello,

I'm also experiencing the same problem of starting but immediate crash on my Android 5.1 phone.

Is there a fix I can try ?

Walter

Sorry to hear about this @bit_nibble_bite - can you confirm that this is happening on our latest version of the mobile app ( currently 120.2) and after you have cleared your cache memory?

Could you please try to clear the cache on your app and then sign out and back into your Dropbox account? To do this on your Android device:

- Tap the menu icon in the upper-left corner of the screen
- Select "Settings"
- Select “Clear Cache”

Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.

Keep us posted on your findings please!

hannns66

As I have the same problem since one month - I dont understand this advice for clearing the cache. All users are claiming that Dropbox is disappearing immediately after launching it. How you can "tap the menu item" if Drobox is gone?

And by the way - with Google Play you will not get the Version 120.2 - there is offered the version 118.2.2 from Oct. 24th .... But after several attempts this morning I reinstalled my old version and switched off the automatic update.

I am frustrated.

mcharlie

I found out that if you disable any network, wifi or phone then dropbox starts without collapsing... is it the same for all of you?

hannns66

Yes, when disabling network Dropbox will not crash (I reported this to Dropbox 4 weeks ago). But this does not help to update the program.

The cache is a mystery for me. Because if you clear the cache when disabled with network - the cache is not getting empty. This you can see if you go to the maintenance for apps in the Android-system level. And it does not help if you clear the cache in Android-system level too ... and at least it does not help if you clear the cache by making a factory reset ....