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Dropbox desktop app is causing system crash after a reinstall

Hi all,

We recently uninstalled Dropbox and then reinstalled it. It started syncing and ran for about 36 hours before system completely crashed — the BIOS screen came up and there was nothing we could do. Took it to a computer tech to get it running again.

We tried reinstalling Dropbox again, but the same thing happened — it crashes, and we still can’t figure out what’s causing it. Could it be a particular file inside Dropbox that’s triggering this?

It used to work perfectly fine before, so this is really puzzling.
Has anyone else experienced something similar or found a fix?

Thanks in advance!

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Megan

Hey @larsd888, let's jump right into this!

As a first step, please try to temporarily disable any antivirus software that might block Dropbox.

Also, would you mind clarifying exactly which app version you currently have installed? I'm pushing on this since we have to make sure that you're not using a beta version, but a stable one.

You can find both by hovering your mouse over the little Dropbox icon in your task bar next to your WiFi. The number should be 234.4.5591. If you see 235.3.5856 that means you're on beta.

Provided that you're using our beta version instead of the stable one, that could be the culprit there.

If you see that this is the case, please try to uninstall Dropbox from your computer using these steps.

Once you do this, please access your account settings online and then toggle the Early Access setting to Off. After that reinstall the stable version using this link.

Let me know, and we'll take it from there. I'll try to help as much as I possibly can.

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Dell_Dropbox

Welcome to the forum @larsd888. To help us get started, can you answer these questions?

What operating system and version are you using ( Windows 11 Pro etc)

Is Dropbox running on an internal drive, or is your Dropbox folder located on an external or network drive?

Which version of Dropbox desktop app is installed (Stable, Beta, or Insider build)?

larsd888

Hi Dell_Dropbox:

What operating system and version are you using ( Windows 11 Pro etc) - Win 11 Pro

Is Dropbox running on an internal drive, or is your Dropbox folder located on an external or network drive? - internal ssd.

Which version of Dropbox desktop app is installed (Stable, Beta, or Insider build)? - most recent (since it was uninstalled and reinstalled back - stable)

Thanks!

Megan

Hey @larsd888, let's jump right into this!

As a first step, please try to temporarily disable any antivirus software that might block Dropbox.

Also, would you mind clarifying exactly which app version you currently have installed? I'm pushing on this since we have to make sure that you're not using a beta version, but a stable one.

You can find both by hovering your mouse over the little Dropbox icon in your task bar next to your WiFi. The number should be 234.4.5591. If you see 235.3.5856 that means you're on beta.

Provided that you're using our beta version instead of the stable one, that could be the culprit there.

If you see that this is the case, please try to uninstall Dropbox from your computer using these steps.

Once you do this, please access your account settings online and then toggle the Early Access setting to Off. After that reinstall the stable version using this link.

Let me know, and we'll take it from there. I'll try to help as much as I possibly can.

larsd888

Hi Megan,

We have tried to recreate this on another computer. Unfortunately, we cannot check the computer that had the problem since it is at the computer technician shop. However, there does not seem to be any error so far.

I will update further if there is anything in the next week.

Thank you for your help!

Nancy

Keep us in the loop, @larsd888!

larsd888

Thank you for all the help! Everything seems to be working fine now!

Megan

Amazing news @larsd888! 😇

Happy to see that your issue is now resolved! If you need something else, please let me know and I will be more than happy to help every step of the way.