Child Item

Can't start the Dropbox app on my new Windows device. Nothing happens.

Application Affected
Dropbox
Device
HP generic, new, laptop
Operating System/Browser (if using the web)
Windows 11
Dropbox App Version (if using the app)
Can't really tell since it won't start

Question or Issue
Have been using Dropbox for years. Recently had to get a new laptop because of work issues. I downloaded the app from dropbox.com. It installs just fine. When I start it and press the login button, it very briefly starts a hidden terminal session. The terminal closes almost instantly without displaying its window (therefore I can't see what it tries to do) and then nothing more happens. It will not even display the login window (username/password). Tried reboots and starting the application with administrator privilegies. Doesn't work. No error messages. Works just fine on my other computers, but this is the one I travel with which is a problem.

One thought is that the installer tries to access the Edge browser or its dependencies, which I don't have installed (optional in the EU).

Please help!

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Comments

Megan

Hey there, @FredG2, welcome to our Community!

That sounds odd indeed.

Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains? If so, could you try temporarily disable them to see if that helps?

While you're at it, could you try downloading the Windows offline installer from this page too? If this doesn't work either, we might need to follow up with an advanced reinstall in order to hopefully remedy this issue.

Let me know of any updates!

rmhism

I'm in the same position. I did both of what you asked to no avail. I have Windows 11 and Astrill installed (disabled Astrill, did an advanced reinstall).

When I install, it doesn't prompt me for any options. It just has a loading bar and when it finishes, it just exits. This seems odd to me and I'm not sure if it is supposed to happen. I restart, try to open Dropbox and I see that the app starts (the only indication of it starting is a process in the Task Manager and the "wait" circle on my cursor) but then it just stops and nothing appears on the Task Manager anymore except for one Dbxsvc.dll file.

Walter

Hey @rmhism - sorry to hear you're having issues with this.

Can you send us a screenshot of the last screen you can get to during the installation process so that we can have a look too?

Also, have you tried creating a new OS profile and installing the Dropbox desktop app there?

rmhism

I performed an advanced uninstall and attempted to install from the Offline Installer. I have a 64-bit OS so I am installing from the x64 version of the installer.

This is pretty much just what I see. There is a split second at the beginning when it says something else ("On your marks...") but afterwards it is just this and the blue section moves from left to right over and over again. After a minute or two it just closes out and my computer flashes (the taskbar and desktop disappear and reappear, if that makes sense).

I've tried installing maybe 10 times or so and this is the only thing I've seen. (other than "On your marks..." and "Downloading..")

Megan

Hey @rmhism!

Have you also tried the new OS step that my colleague, @Walter described?

Also, I know it's trivial but have you tried restarting your machine at all?

rmhism

I have not tried what @Walter described. I need Dropbox on my current profile.

Yes. I restart my machine every time I attempt to uninstall and reinstall. This first occurred months ago and the issue persists.

Walter

That would be just a test to see if there's some sort of mis-configuration or 3rd party app interfering somehow on your original OS profile @FredG2.

That said, for troubleshooting purposes, can you give it a go and let us know what you find?

rmhism

I created a new user, downloaded the offline installer and everything went exactly as before (just shows "installing", quits and clicking on the Dropbox app does nothing).

I don't know if it matters since I'm using the offline installer, but I am currently in China and using Astrill VPN to download.

rmhism

Is there anything else I can do to give you additional information on how to fix this issue?

Megan

Hey @rmhism, thanks for your patience!

I just reached out via email, in order for us to have a closer look into this. Reply back to me, and we'll take it from there. Thanks!

rmhism

Hi, sorry. I have checked my email, but I don't see where you might have sent it. Could you send it again? Sorry for the confusion.

Hannah

Hey @rmhism, I just went ahead and sent you another email to the address linked to your Community profile.

See you there!