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I'm trying to install the Dropbox app on my computer, but it randomly stops.

My hard drive had to be replaced recently. I have attempted to download the desktop app in order to restore the dropbox files to my desktop where I typically work on them. The installation process begins then goes nowhere. I started to attempt this fix with the Geek Squad at Best Buy and he could not get it to work. I have attempted many, many times at home but still with no luck - including the off-line download (though I can't say I understand the distinction).

My files are clearly still in the cloud and appear to be working on two other devices (phone and IPad). These are the files that are most current for me so it is desperately important for me to get this to work. I even tried downloading a folder thinking I would have to store this work on my hard drive if I could not get the app to work - but each file is Read Only.

Unfortunately I have a free account. It provides sufficient storage for the files I use in Dropbox. So I have no access to any support other than this forum. I would consider subscribing to a paid account if that would give me access to someone who could help. I have used Dropbox for years and have never encountered this or any other problem before. Please help if you can.

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Walter

Hi there @nmmorris - sorry to hear you're having issues with this.

Can you please clarify your computer's OS version and confirm that you're not hitting your account's device limit?

A screenshot of any errors you might be getting up on (re)installing the app would also help.

Thank you!

Dell_Dropbox

Hey there @nmmorris , thanks for dropping by the community! Glad to have you

When you say the installation process begins and goes nowhere, what exactly happens? Does it make any progress at all? Does it close and disappear on its own? Could you please provide a screenshot of what you see?

nmmorris

Thank you for the response! I'm using Windows 11. I did wonder about the device limit and noticed that by replacing the hard drive, the computer name changed - so I deleted my laptop under its old name from the three devices allowed on my account.

The screenshot would be difficult since I'm not getting a window with any error message. When I click on install the desktop app on my online account page, the download works fine. I double click on dropboxinstaller.exe file and the installing window starts up. Most of the time it works for a while and then just stops. On occasion I have had an icon appear in the taskbar but when it is clicked it spins for a moment and stops. The Dropbox app does appear in the all apps list but clicking it gives me a moment of spin and then nothing. No app appears to enter synching information with my account.

I did install webroot today, but the difficulties with Dropbox app for desktop are the same before and after that install.

nmmorris

Can you see the above reply? Thanks for your help!

Hannah

Hey @nmmorris, I hope it's okay for me to jump in here too!

Do you have any (new?) security programs like an antivirus, VPN, firewall, etc. that might be causing issues with the Dropbox app?

If so, can you please disable them temporarily, to see if it helps?

nmmorris

I presume Windows Defender has been running the whole time. I can try to disable any of its features if you think they might be impeding Dropbox while not impeding any other downloads. Dropbox is listed on apps allowed through firewall and the notification box is clicked if firewall is interfering. Do you have other suggestions about what settings to change?

Webroot was added this afternoon, but only after many unsuccessful attempts of the Dropbox download.

Nancy

Hi from me as well, @nmmorris! Can you temporarily disable Webroot and Windows Defender altogether and then, restart your computer and try to install the Dropbox app again?

If the installation still doesn't work after that, I’d like you to perform an advanced reinstall, as the next step.

nmmorris

I recognize that disabling my antiviral protections my be necessary to fix this problem, but I am hesitant to risk my entire system to simply get Dropbox to work. I know that may leave me at a dead end.

Jay

Hi @nmmorris, thanks for the information. I understand your concern regarding the temporarily disabling of the antivirus software.

This is a standard procedure that is necessary to determine if this is what could be preventing the Dropbox desktop application from installing on your computer.

Walter

Hey @nmmorris - just circling back here to see if you're still having issues with installing the Dropbox desktop app on your computer. If so, did you get the chance to temporarily disable your antivirus as a test to see how it goes?

nmmorris

Thank you for reaching out again. I've been distracted with a major project. I am still hesitant to disable antiviral and have decided to move files to Google Drive instead. I have been using Dropbox for years - while I was still working and into retirement - under the mistaken assumption that the files were stored on my hard drive and backed up to the cloud. Google Drive has an option for doing that, which I prefer. Do you have any recommendations about moving files from Dropbox to Google Drive?

Nancy

Hey @nmmorris! What we can recommend, in this case, is to download your files from Dropbox to your local device and upload them to your Google Drive account next.

However, it may be worth checking this with Google Drive as well, as they may offer a way to import your files directly from Dropbox to their servers. Other than that, there may be third-party services that allow that, too (we don’t offer support for any of them, though).