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I can't install the Dropbox desktop application, why?

Hi,

I also have this installation problem. I upgraded my PC and Dropbox failed. So I completely uninstalled it - including those folders the "advanced reinstall" tells you not to... I assumed I just needed to login and get the files back.

Any suggestions welcome!

Rob

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Nancy

Hey @Rob132, sorry to hear you’re facing the same issue.

When saying that you upgraded your computer and Dropbox failed, are you referring to the same Dropbox update as the OP? If yes, is it this one perhaps?

Let me know.

Rob132

No, a hardware upgrade. But I kept the C: drive.

Jay

Hi @Rob132, thanks for the info. Just for clarification, what hardware upgrade did you do exactly? Was your installation of Windows unaffected by the change in hardware?

Could you try downloading the offline installer for the Dropbox desktop application from this page, and try installing it again?

Rob132

Hi Jay,

I replaced the motherboard and processor. I gradually rebuilt the new PC, so initially my Dropbox folder (not on C:) was absent. Eventually Dropbox stopped complaining about this - possibly because I added the drive. But it still complained that it couldn't start. I uninstalled it using Wise Uninstaller - default failed so I had to force it. I also did a little tidying-up...

"Was your installation of Windows unaffected by the change in hardware?"

Well, I am getting far too many BSODs to stay sane. I may have to wait until everything is stable before trying again. But I have tried the offline installer you recommend and it also fails...

PS. Dropbox is still working fine on my phone...

Jay

Thanks for the info. If the default uninstaller didn't work, and you used a third party uninstaller, then it could've affected the program in some way.

Could you try the advanced re-installation steps again, if you're not on a Dropbox Basic plan with more than 3 devices connected?

Rob132

Sorry, been away...

Just tried again and get the same message:

Makes no difference whether I run 'DropboxInstaller.exe' or 'Dropbox 229.4.5197 Offline Installer.x64.exe', as Administrator or not.

I guess there has to be something still hanging around causing it to fail.

Walter

Hey @Rob132 - thanks for keeping us in the loop on this and sorry to hear the issue persists.

At this point, I'd recommend using the offline installer of the latest version of the app from this page.

If you still get the same error and have excluded any 3rd party apps that might be causing this, you might want to try installing the Dropbox desktop app on a new OS profile on your computer.

PS: If you're on the Basic plan, make sure you're not hitting your account's device limit.

Rob132

I tried the latest version of the offline installer. No change.

> "If you still get the same error and have excluded any 3rd party apps that might be causing this, you might want to try installing the Dropbox desktop app on a new OS profile on your computer."

Any suggestions how I do either of these? (i.e. "exclude any 3rd party apps that might be causing this" or "try installing the Dropbox desktop app on a new OS profile on your computer")

> "PS: If you're on the Basic plan, make sure you're not hitting your account's device limit. "

I am on the Basic plan. I saw it say "3 devices", removed my PC, and can't find the number now. Is that to be expected?

Nancy

Hi again, @Rob132. One instance of a third-party app interfering with Dropbox could be your antivirus/firewall program; do you have any of these running on your device by any chance? If you do, I’d like you to disable them temporarily and restart your computer, before attempting to install the Dropbox app again.

Other than that, you can see the number of devices currently linked to your Dropbox account under the “Devices” section of your online Security tab.

Rob132

Hi @Nancy . Thanks for the info.

I'm using Microsoft Defender / Windows Security. Unfortunately, if I disable 'real-time protection' and restart my PC, it will be re-enabled. However, I have tried installing the latest offline version with 'Virus & threat protection' and 'Firewall & network protection' disabled and get the same message (above).

One thing I noticed - I have a yellow 'Dropbox' folder in the sidebar of Explorer. I assume this is my local copy from when it worked. All files and folders are marked as "syncing".

PS. I successfully upgraded to Win11 yesterday, but it didn't help... ☹️

Megan

Hey there, @Rob132, let me jump in here!

I just sent you an email, in order for us to investigate further. Reply back to me, and we'll take it from there.

Thanks a bunch!