Child Item

I'm being asked to update my desktop app to the latest version, but the update fails.

Application Affected

(Dropbox Desktop for Windows)
Device

(ASUS core i9 13900K with 32GB RAM)
Operating System/Browser (if using the web)

(Windows 11 24H2 build 26100.6584)
Dropbox App Version (if using the app)

(Uninstalled and trying to install latest app)

Question or Issue

I had been getting an update to latest version prompt. When I click on install, it downloads DropboxInstaller.exe. I double click to install and it gets to a screen that shows "On your marks..." It then hangs at that point and does nothing. I waited a couple of hours and then restarted the computer. Ran the app again and still nothing. I uninstalled the desktop app, restarted the computer and tried running the installer again. No luck. I rebooted, went back to download the software and ran it again. Stil nothing.

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Comments

Nancy

Thanks for letting us know about this on the forum, @louieb3.

If I get this right, you're being asked to update your desktop app to the latest app version, as you're currently running an older one. Is this correct?

If yes, can you try to update your app version from this page instead? Are you having similar issues, if you do so?

Let me know, and we’ll go from there.

louieb3

Hi Nancy,

I assumed I was running an older version that's why I was being prompted to update but did not really confirm what version it was. Unfortunately, I had uninstalled the application so cannot tell right now what version it was. I went to the link you provided, downloaded Windows standard installer and started it about 5 minutes ago. It seems like it is behaving the same as when I was installing the software from here: Install Dropbox for Windows and Mac. I'll give it another 10 minutes, restart my PC and install the offline 64 bit version and see if that helps.

Thank you for responding.

Nancy

My pleasure, @louieb3! Keep me posted for any further updates.

louieb3

Hi Nancy,

Tried your suggestion and I'm getting the same result with all of the windows downloads on the link you provided (I tried standard, offline 64 and offline 32). Also tried this link How to run an advanced reinstall of Dropbox - Dropbox Help with no luck. Anything else I can try? This was working well for me for years without issue. It probably would have worked still if I just ignored that update prompt but I kept getting it each time I started my PC.

Nancy

Hmm, I see. Thanks for giving that a try in any case.

Can you send me a screenshot of what you see exactly on your end, while trying to update your Dropbox app? I’d like to have a visual and go from there.

dm41

Same here. Both online and offline installer starts, then quits without any error message.

(Windows 10 Pro 22H2, current app version 216.3.4387)

Mark

dm41 wrote:
(Windows 10 Pro 22H2, current app version 216.3.4387)

Thats a really old version. It may be worth trying https://help.dropbox.com/installs/advanced-reinstall to see if that helps at all.

Megan

Hey @dm41, happy Monday!

I was wondering if you've tried the steps that Mark provided in order to perform an advanced reinstall. If so, how did it go?

Keep me posted!

dm41

I tried to uninstall the old Dropbox app, but it didn't solve the installation problem.
(The automatic update was turned on, but the update probably hasn't worked for a while, so maybe that's why the version is old.)

For now, my solution was to extract the DropboxClientInstaller.exe from the offline installer and install with it.

However this doesn't solve the problem, because the downloaded installer (and presumably the automatic update) still doesn't work.

Nancy

Thanks for sharing your solution with us, @dm41, even if it’s a temporary one.

So, from what I understand, you were able to update your Dropbox app to the latest app version for now, correct?

In case the issue persists with the next app version that’s released though, please let us know, and we’ll look into this further.