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Right Click Context Menu Disappearing on Update

Hello guys,

After going back and forth with support about the right click context menu disappearing on every self update by the Windows app we couldn't find the solution.

I was advised to set the UAC Control Settings to its default state "Always Notify" uninstall the app, install the app again etc which I did and the right click context menu repapered, I was also being said to leave the UAC Control Settings to its default state, which I did...

However, the app updated itself again today, this time with UAC Control Settings on its default state and the context menu disappeared again.

It got to have something with permissions or something.

What can I try to do ?

Dropbox version: 186.4.6207

Windows version: Windows 10 Pro 21H2 OS build: 19044.1618

Thanks

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Nancy

Hi @alonzo86, thanks for posting on our forum.

As a first step, can you send me the ticket number from your convo with our support team? I’d like to check it, as well.

Besides your UAC Control Settings, have you also checked the overlay icons of your File Explorer, to make sure the issue doesn’t lie there?

Did you have any other OS updates recently, right before this issue occurred?

Keep me updated.

alonzo86

Hello,

Ticket number is #22705217.

I have to say the support was very kind and helpful, but we didn't resolve the problem.

I was going through this with support and everything was ok with overlays back then:

1. Follow the steps in the following article to open your Windows 10 registry editor (applicable to Windows 11 also):
- https://support.microsoft.com/en-us/windows/how-to-open-registry-editor-in-windows-10-deab38e6-91d6-e0aa-4b7c-8878d9e07b11

2. A “Registry Editor” window will open.

3. Navigate through the following folders: “HKEY_LOCAL_MACHINE” > “SOFTWARE” > “Microsoft” > “Windows” > “CurrentVersion” > “Explorer” > “ShellIconOverlayIdentifiers”.

4. Rename (right-click and click Rename) the files, so that the Dropbox files appear in the first 15 files in the list. You can do this by putting two blank spaces in front of those file names, (if there are already two spaces please add two more) so that they move higher up in the list (please note this will not show automatically).

5. Close and restart both of your computer and the Dropbox desktop app.

The link you put me on your post requires me to re-install dropbox again, that will work, but the context menu will disappear on the first self-update again.

No, I haven't do any OS updates, in fact I keep them turned off.

alonzo86

Hello,

Reinstalling and doing steps from the link you provided worked (actually just reinstalling fixed it in the first place, but I did all of the above). But, everytime self-update happens reinstall works... I would like not to have reinstalling on every self update because the context menu disappears every time self-update happens .

Hannah

Hey @alonzo86, I'm glad the issue is resolved now.

Especially doing the steps that Nancy provided, might have fixed it for you for good, but if it does come back, please reply back to this thread, so we can investigate further.

alonzo86

Thank you Hannah, I'll report back if the same thing appears on the next self update

alonzo86

Hello,

The app updated itself in the last 24 hours and the context menu disappeared once again.

I'm tired of trying to solve the problem and I don't have time to troubleshoot it, at this point I'm just considering to quit the subscription and to move on.

Walter

Hey @alonzo86 - thanks for bringing this to our attention.

Can you please let us know if this persists after rebooting your computer?

alonzo86

Hi @Walter ,

Yes, it persists. This behavior started like 2 months ago, and I had to reinstall after every self update. It might be something about my OS, but I have no problems with other apps.

Hannah

Hey again, @alonzo86. So just to confirm, the issue re-appeared, even after you did the advanced reinstall, right?

alonzo86

Hi Hannah, unfortunately yes.

Nancy

@alonzo86, is it OK if we log a new ticket for you at this point? We can email you to this address.

alonzo86

Hi Nancy, of course!

Megan

Hi @alonzo86, I just sent you an email, I'll be happy to see you there!

Have a great week ahead!

alonzo86

Hello guys,

So the app updated itself again and the issue reappeared.

Seems that the only solution that works for me is uninstall-reinstall on every update.

Is there at least a possibility to prevent dropbox from updating and then doing the update manually from time to time ?

Thanks

Megan

Hey again @alonzo86!

I checked, and it seems that we had an escalated ticket with you, in order for our Specialists to have a look at what might be causing that.

Keep in mind that the ticket closed due to inactivity on your end. I'm assuming you tried the latest steps they provided, but you didn't have any changes, right?

If this is the case, I'd be happy to open a new ticket on my end for you, what do you think?

Thanks!

alonzo86

Hello,

At this point I just uninstalled-reinstalled the app again, so we can just wait until it happens with the next update.

Megan

If this happens again, don't hesitate to let us know and we'll open a ticket on our end for you, in order to investigate further @alonzo86!

alonzo86

Hello again,

The app updated itself and this thing reappeared of course.

Can I just stop the app from updating on its own at least ?

Jay

Hi @alonzo86, currently, there isn't a method of preventing the Dropbox desktop application from updating itself.

alonzo86

Hello, so can someone from the support go through the history of my problem and try to find the solution ? I really can't continue reinstalling the app every time it gets the update.

My support ticket number was: Ticket #22949402: Dropbox Community Support - Follow Up

I have to say, every update starting from August or September was triggering this behavior of context menu disappearing and I was uninstalling-reinstalling the app ever since to fix the problem... You can see everything in the ticket, advanced uninstalls, different uninstalls and tweaks, nothing happens the problem always come back with the app update.

Please help me !