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"Dropbox failed to uninstall" on Win10.

Trying to uninstall Dropbox Client in my Win 10 Home edition n the uninstallation process incompletes with "Dropbox failed to uninstall" n try to remove manually n reinstall it also ends up with the same error. Already follow the steps from previous post in Dropbox Community, still no luck. Can please help......

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Hi @arrysaa! Hope you’re doing well.

Can you please clarify what steps you’ve followed exactly? Feel free to link the Community post you’ve checked, as well.

Was an advanced reinstall among the steps you’ve followed, too?

Let me know.

Thank you for your speedy response .... I follow the stop from previous post https://www.dropboxforum.com/t5/Apps-and-Installations/Dropbox-failed-to-uninstall-desktop-version/td-p/266550

Manually uninstall from the folder C:\Program Files (x86)\Dropbox\Client and there is a left over DLL - DropboxExt64.69.0.dll which I can't clean it - because it's hold by other unknown process

Thanks for clarifying, @arrysaa! Can you perhaps send a screenshot of the unknown process you mention?

Nancy, as requested - kindly find the attached screenshot

When the laptop starting up - error messages prompted

Image 1.jpg

Folder Program Files (x86) > Dropbox > Client

Image 2.jpg

Running Dropbox processes in Task Manager

Image 3.jpg

Another Dropbox related task COM Surrogate

Image 3a.jpg

Trying to delete unused DLL DropboxExt64.69.0.dll showing the messages

Image 3b.jpg

Trying to uninstall - Dropbox failed to uninstall .... keep running

Image 3c.jpg

Another screen shot - trying to delete the unused dll - the file is being hold by Windows Explorer

Image 3d.jpg

Dropbox Support team,

Need your support to guide me how to uninstall Dropbox properly in my case - so that I can re-install it to ensure the folder synched.

Really appreciate for your great support to resolve this....

HI @arrysaa, could you quit all open applications on your computer and from the system tray, then exit any Dropbox processes from Task Manager, and try the full uninstallation steps from this page.

Hi Jay,

I manage to uninstall Dropbox with the help of RevoUninstaller to remove

DropboxExt64.69.0.dll successfully then when I reinstall back Dropbox Desktop Client

"Dropbox 194.4.6267 Offline Installer.x86" as well "Dropbox 193.4.5594 Offline Installer.x86", it always ends up with the same error as shown below

Image 1.jpg Image 1a.jpg

The file "vcruntime140.dll' actually exists in C:\Program Files (x86)\Dropbox\Client\193.4.5594 folder

Image 1b.jpg

Kindly please help to resolve this Dropbox installation issues

Could you the advanced reinstallation steps again, and ensure that any Dropbox folder with the installation is empty first?

The folder C:\Program Files (x86)\Dropbox is already empty before continuing with the installation of "Dropbox 194.4.6267 Offline Installer.x86" and try the 2nd time with "Dropbox 193.4.5594 Offline Installer.x86" - it still ends up the error message as previously shared.

Image 1c.jpg

Hey @arrysaa, sorry to jump in, just wanted a clarification.

Are you at this point after trying the advanced reinstall process Jay suggested, or after the previous steps you'd already followed?

I manage to uninstall Dropbox Desktop Client with the help of RevoUninstaller tool which previously I can't uninstall it. After that, I want to install back Dropbox Desktop Client trying with 2 different stable version - "Dropbox 194.4.6267 Offline Installer.x86" and "Dropbox 193.4.5594 Offline Installer.x86" and I always end up the same error message

Image 1.jpg

Image 1a.jpg

I follow the info as mentioned in the error message - " ..... vcruntime140.dll was not found." in that specified folder and actually such file exists in that folder as shown in the snapshot below

Image 1b.jpg

I am clueless of what else to do ..... please help .....

What is the exact version of Windows 10 that you're running on your machine?

Is this a company-managed device, or your personal machine?

Am running Windows 10 Home Edition and it's my personal machine ....

Image 4a.jpg

Could you please try the following?

1. Download ProcessMonitor from the Microsoft website (SysInternals)

2. When ProcessMonitor starts, in the "Process Monitor Filter" window set the following filters:

"Process Name" "is" "Dropbox.exe" then "Include" -> click "Add"
"Path" "contains" "vcruntime140.dll" then "Include" -> click "Add"

3. Click "OK"

4. Press Ctrl+X on your keyboard to clear the logs

5. Start Dropbox

6. Take a screenshot of what the logs in ProcessMonitor show after trying to start Dropbox. Please make sure the "Result" column is visible in the screenshot.

7. Reply to this forum thread with the screenshot.

Performing the above steps should help us figure out why Dropbox is not able to locate that DLL on your computer.

Looking forward to your reply,

Andrew (DBoxTips)

Just install Dropbox Desktop Client Dropbox 194.4.6267 Offline Installer.x86 - the installation is complete but when I execute Dropbox.exe - the same error message still appears

Image 9ca.jpg

So I can't monitor Dropbox.exe via ProcessMonitor tools as it doesn't get loaded - only DropboxCrashHandler.exe and DropboxUpdate.exe loaded.

Thank you for trying that. Since you didn’t attach the screenshot of the logs list in the ProcessMonitor, does this mean the list was empty?

If so, could you please try removing the “Process Name” “is” “Dropbox.exe” filter in Process Monitor, clear the logs (Ctrl+X) then try starting Dropbox once again and let me know if the logs list in Process Monitor is still empty?

Please note the Process Monitor is just a tool to monitor your attempts of starting Dropbox. Even if Dropbox cannot get started, the attempts of Windows to load vcruntime140.dll needed for starting Dropbox should still be logged in Process Monitor.

Could you please try that and send a screenshot of the logs list from Process Monitor?

Thanks,
Andrew (DBoxTips)

Andrew,

Dropbox installation window (Dropbox 194.4.6267 Offline Installer.x86 - is this the latest stable version?) is disappeared when the installation is progressing as if the process is incomplete - though we can see the Client folder exists but when we execute Dropbox.exe - the error message shows Dropbox.exe - System Error ....\194.4.6267\vcruntime140.dll was not found. I have checked through ProcessMonitor there is no such Dropbox.Exe running and vcruntime140.dll - the only process loaded and running DropboxCrashHandler and DropboxUpdate.

Image 9c - Dropbox Client installed (inside Client folder).jpg Image 9d - no Dropbox in Taskbar.jpg Image 9ca.jpg Image 9f - inside folder 194.4.6267 vcruntime140.dll exist.jpg

Are you sure you are looking into ProcessMonitor instead of ProcessExplorer? They have similar names, both from Microsoft / Sysinternals, so they can be easily confused.

ProcessExplorer displays a list of running processes, while ProcessMonitor displays a log of file, registry and network operations. If you set a filter in ProcessMonitor to include only file operations and filter the ones which contain “vcruntime140.dll” in the “Path” column, do you get any log entries in the ProcessMonitor list of logged operations?

Andrew (DBoxTips)

The latest stable version of Dropbox at this point is 195.4.4995

You should be installing the "Offline Installer (64 Bit)", since from the screenshot you sent above in this forum thread I understand your system is 64-bit.

Here is the official Microsoft page for Process Monitor.

Andrew (DBoxTips)

Andrew,

Let me try with 64-bit version and let you know the installation result.

Andrew,

I install 64-bit Dropbox Desktop Client ver "Dropbox 195.4.4995 Offline Installer.x64" also "VC_redist.x64" (for vcruntime140.dll 64-bit) - the same error messages when I execute "Dropbox.exe"

Image 10.jpg

I also activate ProcessMonitor with Process is Dropbox.exe and Path contains vcruntime140.dll

Image 19 - ProcessMonitor Filter.jpg

then I execute Dropbox.exe and the result as shown below

Image 10 - ProcessMonitor Result after executing Dropbox.jpg

No Dropbox Client on Taskbar shown as previously appeared whenever Dropbox.exe is executed.

Hey @arrysaa, thanks for all this additional info.

At this point, would you like us to reach out to you via email, so our support team can investigate your issue further?

Hannah,

No problem - you can reach me out via my email - [Removed as per Community Guidelines]

I've sent you an email, please could you reply to it as soon as possible!

I have responded to your email confirming my email address

Thanks, I've replied to your message, and we can continue troubleshooting from there onward.

Hi @arrysaa! I'm a Dropbox product manager, responsible for making the desktop more helpful and easier to use. Would you be open to connecting on your experience with dropbox so far?

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