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File Explorer Hangs through Quick Access Recent Files

I have recently purchased a new HP computer with Windows 10 and installed my standard office software including DropBox (v53.4.67). As soon as I installed DropBox, and started to do work I experiencedproblems with File Explorer. When I clicked on File Explorer on the Task Bar, File Explorer opened without showing any folders or files and displayed "Working on it." File Explorer hangs and the only solution is to close the window. My work around was to right click on File Explorer and get to File Explorer without going to Quick Access. If you click on Quick Access - File Explorer hangs. The only way to get File Explorer to work is to go to Quick Access Options and clear File Explorer history. Through trial and error, I discovered I can keep DropBox working and File Explorer, but I have to deselect the "Show recently used files in Quick access."

About a month ago I bought a Dell desktop and installed DropBox and had the same problem. (One of the reasons I returned the Dell was I thought the computer was this File Explorer problem.) Since I am having this same problem with a brand new HP, this is clearly a reoccurring problem with DropBox. I have used DropBox at work for years and never had a problem. I never had this problem with my old computer, so it seems to be something related to a new computer and a new install of DropBox. Any help or suggestions would be appreciated. I can live with arrangements, but would prefer to have the convenience that Quick Access provides. Thanks.

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Walter

Thanks for the report @Bob2019 - I've passed all of your comments to your existing ticket and I'd advise to take it from there as this isn't affecting a lot of users and is probably a device specific issue. The best way to handle such queries is through our Official Channels as we'd need additional information to troubleshoot further.

While we're at it, have you by any chance tried any of my previous suggestions?

All comments

Mark

It isnt something I have ever seen at all CB65.

Have you tried the offline installer from www.dropbox.com/downloading?

hendo42

I have a recurring issue where Windows explorer will hang on the Dropbox folder - the folder window opens, no files displayed, & Windows says 'Working on it...' Closing the window causes Explorer to crash.

The OS is Windows 10 Education. This has been occurring on multiple PCs for many months. I have reimaged the PCs to no lasting result. It will work fine for a few days or weeks, then not.

It generally requires deleting & reinstalling Dropbox (resynching 700GB on a s-l-o-w connection).

I am desperate to find a solution, or I will have to move to Google Drive, or (shudder) OneDrive.

Mark

Second time I've seen the exact same post on here this weekend, I'm merging the threads together to keep everything in one place,

However, to help can you log a ticket at www.dropbox.com/support and reference the thread URL that this will be on?

Once thats done you can track at http://dropbox.zendesk.com

CB65

I tried the reinstall of Dropbox and had the same issue. Thanks for the suggestion. Hopefully someone will figure out the problem.

Walter

Hey there @CB65 & @hendo42 - sorry to hear about this issue with your Windows' File Explorer.

As a first step, could you please try a clean, advanced re-install of our software using our offline installer and let me know if this persists?

Moreover, would you mind sharing a screenshot of the error message you get ( if any)?

Thank you in advance for your cooperation on this one.

CB65

I did try a fresh reload of Dropbox as was suggested. I got the same problem. Below is screen shot. I notice the first time I add a file to the Quick Access list File Explorer works fine. I seems with a second file is add to the Quick Access list File Explorer hangs and you get this "Working on it" message.

Working on it2.jpg

Walter

Thanks for the speedy update on this @CB65 - most appreciated.

As I'd really like to see into this and to help isolate the issue here, could you please try quitting the Dropbox application by using the following steps:

Click the Dropbox icon in your system tray (Windows) or menu bar (Mac/Linux)
Click on the gear icon in the Notifications panel and select "Quit Dropbox"

If the issue persists when Dropbox is completely closed, this suggests that the cause is related to something outside of the Dropbox application and you might need to check other applications or components of your Operating System that could be causing this.

Let me know what you find please!

CB65

I went to Dropbox Setting and clicked on "Exit Dropbox" and then retried the File Manager Quick Access. The problem still persists. I did not "Quit Dropbox," but I assume that is the same as "Exit Dropbox." Based on that logic, the problem may be unrelated to Dropbox. Thanks for the suggestion. This does not solve my problem and I'm not totally sure Dropbox did not initiate the problem, but it is clear that exiting Dropbox did not resolve the problem. That said, I will broaden my search to see if I figure out what is causing the problem. I know how to avoid the problem, but stopping it alludes me for now. Thanks again for the suggestions.

Walter

No worries @CB65 - we're always here to help. Glad we could exclude Dropbox from the equation - have you checked other factors that could be causing this?

Having said that and even though that's not within my scope of expertise, have you tried clearing your (Windows) File Explorer search history to see if this will resolve your problem? It's pretty easy and if I were you, I would also give this a go! To do this follow these steps:

Go to "Start". Then search for (and click) the "Control Panel".
Enter file in the search box on the top right of the Control Panel window. Then click "File Explorer Options".
Click "Clear" to clear File Explorer history. Then click "Apply > OK".
Press the "Windows logo key and E" at the same time to open your File Explorer and check how this went!

I hope this helps and do let me know what you find. Thanks!

[EDIT: Just saw that you've already mentioned clearing your search history helps @CB65 - I am leaving these steps here for anyone to find as they might prove to be useful in the future.]

CB65

Thanks for helping. I have cleared the search history several times, after each try with no success in resolving the matter. If I figure out the problem, I'll come back and post the final solution. Still not sure it is not related to Dropbox, but I'll keep looking.

Walter

Thanks for your diligence @CB65 - keep us posted!

Bob2019

I've been using DropBox for 7 years. Generally, it's a great product and I've encouraged by IT staff to use it as well. This bug (windows Explorer locking up) has occurred in my case about 3-4 times in the past few years that I recall, an interval just long enough for me to forget the symptoms. In the past few days, this bug has clamed several more hours of my time chasing false leads and occupying tech support sessons. In a tech support session with Dropbox today, the rep advised me that there are no known issues related to this problem, even after sending a link to THIS article. This software bug is REAL. I don't know what patch, software installation, Windows update or OS change tickles it in just the right manner to manifest, but the bug needs to be take seriously. Thanks for your documentation efforts.

Walter

While we're at it, have you by any chance tried any of my previous suggestions?

Bob2019

Hello Walter. I absolutely understand your need for further information in order to troubleshoot further. My first job in IT was that of a software tester, and I supported software developers. In the case of my most recent brush with this bug, I did request support and it was excellent as is always the case with Dropbox for Business. Sadly, it amounted to "please reinstall", which was successful, but it won't prevent the same issue from reoccurring in the future.

There are two points I'd like to add. The rate of this bug is likley higher than you beleive as only a tiny fraction of those affected wil ever document it onlne, and most of those will simply reinstall and hope for the best. This action will probably correct the issue, temporarily.

Second, it is relatively common for two pieces software to overwrite one another, doing damage to the other in the process often in ways which are difficult to debug. Software developers in general are racing to get updates out the door. Keeping track of which other software is damaging your's is not a large concern. However, in this case, the conflicting component is "Windows Explorer", a critcial part of the "Windows" operating system. Clicking on "Quick Access" would immediately result in the lock up, illustrating the direct correlation. My guess is that "Windows Explorer" it's not going away anytime soon.

In my case, I purged every entry in Windows Explorer Quick Access and will avoid using Quick Access in the future, as a work aroud. All things considered, Dropbox is in great product and I wish you all the best.

Cadence-McShane

So the offical "solution" is to reinstall the Dropbox app and pretend everything works?

Not impressed with this answer folks.

Createch Services

I was having the same issue with explorer hanging when accessing the Dropbox files on my hard Drive. I had recently installed iCloud Drive to my system, and the problem started occurring. I uninstalled iCloud and the problem resolved.

CB65

FYI. I do no have icloud on my system, nor did I have it on my computer when I initially experienced this problem. My only solution has been to remove the Quick Access Files options from the File Explorer settings. Ever since I removed the Quick Access Files option, I have not had the problem. I still have the Quick Access Folders option. This is my work around and have been able to use DropBox without any problems since then. Not sure there is an ultimate fix. Good luck.