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Desktop app crashes in Windows 10 64-bit

My dropbox crashes everytime i click to add my private account into my dropbox. Unistall/reinstall did not solve the problem.

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demonhawk

Well, i don't know what u guys did, but it now works! i don't know why or what did the trick, because i did not change anything (?) but that's fine for me now

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Jane

Hey @demonhawk,

Thanks for reaching out on the Dropbox Community!

This seems unexpected, though I'm here to work on a fix with you. As a first step, I'd recommend unlinking your account to the website, rebooting and relinking.

If this persists, could you temporarily disable your antivirus, firewall or other security program and re-download the latest stable version of the application from the website? Also, you may try to update to the latest version using the offline installer here (Windows), which will probably have this resolved.

Again, if none of the above steps help you install the application, please let me know here, so that I further look into that with you.

Will be awaiting your reply!

Kind regards,

JaneA

demonhawk

unfortunately none of this tips did help. Everytime i want to connect the both boxes the app crashes... no matter what first (work then personal or vice versa). is there anything else i can do?

Jane

Hey @demonhawk,

Thanks for the prompt reply, much appreciated!

Hmmm... As a first step, we'd have to make sure that the software is working correctly, since it seems that both accounts aren't syncing correctly. I’d like you to do a complete reinstall to try to fix the problem. This will not affect or remove the files in your Dropbox folder. Please follow the steps below:

#1. Quit Dropbox by clicking on the Dropbox icon on your system tray, then click on the gear icon and select "Quit Dropbox".

#2. Uninstall Dropbox:

#3. When the uninstall finishes, please restart your computer to ensure that the uninstall is complete.

#4. After this, please proceed to delete remaining registry entries:

a) Click the Start button. Type REGEDIT in the search box and press Enter.

b) In the Registry Editor, navigate into the following locations until you find the keys for "Dropbox" and "DropboxUpdate", they will be in either or both of the following two locations:

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\

HKEY_LOCAL_MACHINE\SOFTWARE\

c) In both or either of these folders, please delete only the "Dropbox" and "DropboxUpdate" folders by right-clicking on the individual folders and selecting "Delete".

#5. Then, please delete the Dropbox remaining folders:

a) Open a Windows File Explorer (not Internet Explorer).

b) Type %LOCALAPPDATA% into the address bar (include the % percent signs) and press enter.

c) Delete the folder "Dropbox" from the resulting window.

d) Please repeat these steps with the following folders as well (it's OK if you don't find a Dropbox folder in any of those locations):

%APPDATA%

%PROGRAMFILES%

%PROGRAMFILES(x86)%

e) Then restart your system.

Please note that deleting any of these folders will not delete the files in your Dropbox folder.

#6. Download the newest version of Dropbox and double click on the downloaded file

#7. During the initial setup and sign in process apply any Selective Sync settings you may have had prior to the reinstall and select the Dropbox folder location (if not in the default location).

IMPORTANT NOTE: Because this process removes the previous settings and configuration, if you wish to avoid re-downloading your Dropbox content you will need to manually choose the location for Dropbox to sync to, otherwise you will create a new Dropbox folder and start to download your content again.

At the end of this process, after clicking "Open my Dropbox folder", it might take some time to re-index the files and sync any pending changes. Please note that any changes made to the files in the Dropbox folder, the web interface or other linked devices while the folder was "off-line" may generate conflicted copies.

Please let me know how this works for you in your reply!

Warm regards,

JaneA

demonhawk

i followed every step exactly (though i didn't find any folders in the registry) but the problem still exists :-( as soon as i want to connect my two dropboxes the app crashes. one alone works fine

Jane

Hey @demonhawk,

Thanks for getting back in touch!

Hmmm... Because you mention that the application is crashing (even after a fresh re-installation), I'll need to check your device configuration and go through some more steps with you on our official support channel. If it's not too much trouble for you, please raise a ticket with our team sending in any details surrounding the case, such a screenshot of what you're seeing that would help us determine the cause, and let me know a ticket ID here once you have done so, so that I look it up on my end.

Thanks in advance, will be awaiting your reply!

Warm regards,

JaneA

demonhawk

Okay, the ticket is up

Jane

Hey @demonhawk,

I appreciate your prompt reply!

Would you mind sharing a ticket ID in your reply, so that I make sure someone gets on it as soon as possible?

Thanks for your ongoing cooperation on the matter,

JaneA

demonhawk

Well, i don't know what u guys did, but it now works! i don't know why or what did the trick, because i did not change anything (?) but that's fine for me now

Jane

Hey @demonhawk,

So glad to hear that this was resolved for you! :slight_smile:

Please keep in mind that thelatest stable build was released on Friday, so this was probably fixed after the installation of the latest stable version on your desktop.

If it's not too much trouble for you, would you mind taking a minute of your time to fill out a survey sharing your experience using the Dropbox Community? You can access it here: http://bit.ly/2lNKIxT .

Hope you have a great week ahead,

JaneA

Cor26

Hi,

My Dropbox don't sync anymore, can't install the software (again) and can't remove it also. Also offline installer.

Don't see the icon anymore in the taskbar.

Unlink my computer but still the same problems.

When I use a different version like 24.4.17 to install, it works for a few seconds (you can see the icon for a few seconds), but after that it disappears again.

Can't remove Dropbox in the safe mode also.

Windows 10 Home 64 bits

IE 11

Regards,

Cor

Schermafbeelding 2017-08-07 om 16.30.24.png

Jane

Hey @Cor26 ,

Thanks for your detailed description and the screenshot, much appreciated!

It appears that something is blocking Dropbox, so I’d suggest proceeding with a fresh re-install. Before that, I’d like to ask you whether you’re using an application called “Boxifier”. If you do, please let me know in your reply, since it may be the cause of the issue.

If this is not the case, please follow the steps below:

#1. Quit Dropbox by clicking on the Dropbox icon on your system tray, then click on the gear icon and select "Quit Dropbox".

#2. Uninstall Dropbox:

#3. When the uninstall finishes, please restart your computer to ensure that the uninstall is complete.

#4. After this, please proceed to delete remaining registry entries:

a) Click the Start button. Type REGEDIT in the search box and press Enter.

b) In the Registry Editor, navigate into the following locations until you find the keys for "Dropbox" and "DropboxUpdate", they will be in either or both of the following two locations:

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\

HKEY_LOCAL_MACHINE\SOFTWARE\

c) In both or either of these folders, please delete only the "Dropbox" and "DropboxUpdate" folders by right-clicking on the individual folders and selecting "Delete".

#5. Then, please delete the Dropbox remaining folders:

a) Open a Windows File Explorer (not Internet Explorer).

b) Type %LOCALAPPDATA% into the address bar (include the % percent signs) and press enter.

c) Delete the folder "Dropbox" from the resulting window.

d) Please repeat these steps with the following folders as well (it's OK if you don't find a Dropbox folder in any of those locations):

%APPDATA%

%PROGRAMFILES%

%PROGRAMFILES(x86)%

e) Then restart your system.

Please note that deleting any of these folders will not delete the files in your Dropbox folder.

#6. Download the newest version of Dropbox and double click on the downloaded file

#7. During the initial setup and sign in process apply any Selective Sync settings you may have had prior to the reinstall and select the Dropbox folder location (if not in the default location).

Please keep me updated on the results in your reply here!

Warm regards,

JaneA

csornmo

My dropbox also crash on Windows 10.

All suggestions tested and not working.

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Jane

Hey @csornmo, thanks for reaching out to us on the Community!

Have you by any chance followed the steps I posted above (namely removed all previous settings & configuration so as to start anew on this device)?

Please let me know of any troubleshooting you’ve done on your own, as well as the results you got on this discussion here & I’ll do my best to check back with you in any way I can. Thanks again!

karlchansen

This is a PERVASIVE issue. I can find posts about it all over the internet.

Dropbox used to work just fine for me. I pay for the terabyte storage. I pay for Dropbox Team.

I have a Lenovo P50 with 64G RAM and dual 2T PCIe NVMe SSDs. It is a blazingly fast machine.

Until the last major Windows 10 update I had no issues with Dropbox.

After the last major update the app began hanging during startup. Hovering over the Dropbox icon pops up the little interface that shows "Starting" as the state of the app.

Opening Windows TaskManager shows that Dropbox is consuming 23%-25% of processor time (i.e. one full core on this four core machine.)

Observing TaskManager over time shows that the memory used by the Dropbox application climbs until it gets close to 4 gigabytes, at which point the Dropbox app/interface becomes non-responsive. Sometime thereafter the Dropbox application crashes.

I contacted Dropbox support. They said "remove beta access, download latest release, uninstall & reinstall."

I did that.

Dropbox behaved exactly ONCE on next system restart, then began the same behavior described above.

I disabled auto-start on Dropbox.

Same behavior for manual startup.

I disabled antivirus and all task backup/mirroring utilities.

Same behavior.

I have followed the steps in the post about removing entries & folders after uninstall/reboot.

Same behavior.

THIS IS A CRITICALLY FATAL FLAW IN DROPBOX!

IF IT IS NOT FIXED ASAP I WILL BE FORCED TO TAKE MY BUSINESS ELSEWHERE!

Jane

Hey @karlchansen, I appreciate all the time you’ve devoted in gathering all that info for us!

Because you’ve mentioned that you’ve already tried to troubleshoot the issue previously, I was able to check back on our system for your open ticket & I could see that your open request has currently reached our higher-level technicians. I’ve made sure to transfer your comments on your existing correspondence there & I’ve increased your support priority internally, so as to expedite matters for oyu.

Please include all relevant details on this email chain, as they have direct access to your account specifics via this channel & the’ll be able to further advise how to best resolve this issue.

I hope that this is helpful to you & I’m always here in case you need further assistance, just let me know on this discussion. Happy Monday!

csornmo

Fixed it by changing correct voltage of my RAM memory.

Wierd that dropbox stopped worked because of that thou. LOL!

M_RB

Got exactly the same problem as @karlchansen

Jane

Hey @M_RB, let’s look into that together!

Can you please let me know if the Dropbox application is crashing on your device as well? In case you’re experiencing the same behavior as @karlchansen above, can you please let me know whether you’ve had a chance to monitor the behavior on this machine? Are you experiencing high CPU usage on a Windows device incidentally? Have you re-installed our Beta build: 53.3.65 by any chance, as Karl mentioned above?

Please include as much info as possible on this discussion here & I’ll make sure to check back with you & help you troubleshoot this issue in any way I can. Thanks in advance for all the time you devote in resolving that!

M_RB

I do not know if crashing is the correct description as the Dropbox app just closes down.

The dropbox app is using quit a lot of the CPU resources, se below.
System: Fujitsu Celsius H770, i7-7820HQ (4 core / 8 logical processors), 64 GB RAM, 7 TB SSD in total.

Dropbox app version is: 52.4.60

Dropbox CPU Usage Capture.PNG

Jane

I appreciate the screenshot here @M_RB!

As I’d like to help you on the matter as much as possible, I’ve made sure to create a Support Request on our system on your behalf (gathering all info you’ve included here), so as to focus on the issue in question based on the info I have on my tools & suggest the most apropriate next steps according to your current setup.

Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly follow-up with you from where we’ve left off here.

Thanks again & I’ll be awaiting your next email, so as to move forward on the matter together!