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System restore on Windows not working due to an error referring to a Dropbox folder

I need to restore my system due to a problem with my Windows/Fonts folder.

However, whenever I try to run System Restore, after about 20 minutes Windows restarts with the following error message:
https://www.dropbox.com/scl/fi/8cs9ufypm9f2ntom1jvin/temp-1.png?rlkey=ny26ffpl7ssueq13h1lh67duz&st=wzq01mjv&dl=0

(I tried posting the above url as a link but I got a message saying that the link contained invalid html! But I didn't write any html, I just used the Insert Link button. Why doesn't the Insert Link button create links that can be posted?)

As the error message was referring to a Dropbox folder, and I don't need Dropbox to be restored, I need my Fonts folder to be restored, I tried uninstalling the Dropbox desktop app for Windows and running System Restore again - but I got the same error message.

I then tried deleting the Dropbox folder from my hard drive, and running System Restore again - but I still got the same error message.

So how can I restore my syste?

I have a hunch that the problem might be somehow related to the fact that I upgraded Dropbox for Windows at the time of the last automatic restore point. But how can I get round it?

It is extremely serious if the Dropbox upgrade has somehow made it impossible to run System Restore. How can I fix this?

Dave

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Dave_Rado

Also I wanted to edit my original post because it contains typos but I can't see an Edit button. I have edited my own posts in these forums before, so why can't I edit this one?

NB - it lets me edit this reply, but not my original post!!

Hannah

Hi @Dave_Rado, thank you for posting on our Community!

The file that appears to be causing this error seems to be located in the cache folder. With that in mind, when you uninstalled the Dropbox app and deleted the Dropbox folder, I believe the cache folder should have been deleted as well.

Have you tried any of the options mentioned in the error, while the Dropbox app isn't in use? I.E., selecting a different restore point or an advanced recovery method?

Aside from that, although this is out of our scope, it might be worth trying to exclude .dropbox.cache from the System Restore.

Let us know how it goes.

Dave_Rado

The file that's causing the error is random but it's always to do with Dropbox.

Before I uninstalled Dropbox the file it said was causing the problem was C:\Users\dell\Dropbox\Anne Rado’s Camping Holiday with David, Summer 2017 with Photos.pdf

After I uninstalled Dropbox the file it said was causing the problem was the cache file in the error message I screen captured in my original post.

I then tried deleting my Dropbox folder entirely and ran System Restore again, and it then said the file that was causing the problem was C:\Users\dell\Dropbox\ (i.e. the folder itself).

So the error message is always identical apart from the file being different but it's always Dropbox that it causing System Restore to fail, even after uninstalling Dropbox for Windows and deleting the Dropbox folder.

Using a different Restore point makes no difference.

I have no idea what it means by "an advanced recovery method".

I have no idea how to exclude a folder from System Restore. I thought System Restore either restored everything or nothing?

Dave

Megan

Hey @Dave_Rado!

Have you tried editing your original post using an entirely different browser? I'd also suggest clearing your browser's cache, or trying an incognito mode and checking to see if the behavior remains the same.

Also, did you check my colleague's previous reply in this thread? Have you tried any of the troubleshooting steps mentioned, and if so what was the result?

Dave_Rado

Hi @Megan

"Have you tried editing your original post using an entirely different browser? "

Yes, there is no edit option on the original post in any browser, only on my replies.

"'I'd also suggest clearing your browser's cache, or trying an incognito mode and checking to see if the behavior remains the same. "

The behaviour does remain the same.

"Also, did you check my colleague's previous reply in this thread? Have you tried any of the troubleshooting steps mentioned, and if so what was the result? "

Yes, I posted a detailed reply to them in this thread yesterday - have you read it?

https://www.dropboxforum.com/discussions/101001014/system-restore-on-windows-not-working-due-to-an-error-referring-to-a-dropbox-fol/840332/replies/840407

Dave_Rado

I'm pretty sure this problem is caused by a bug in the latest release of Dropbox for Windows and that it would be straightforward to reproduce as long as you are able to install an old version of Dropbox for Windows.

Are any Dropbox staffers in this forum?

Steps to reproduce:

On a Windows PC that doesn't currently have Dropbox for Windows installed, install the previous (not the latest) version of Dropbox for Windows. I.e. the last version that didn't give the new online-only options.
Create a few files in your Dropbox folders on your computer (i.e. store them locally and sync them with the Dropbox server).
Create a System Restore point.
Upgrade to the latest version of Dropbox for Windows.
Try to run System Restore. I'm pretty certain your System Restore will fail with a very similar error message to the ones I've been getting.

Please could someone who works for Dropbox Tech Support try the above steps and report back in this thread?

Many thanks

Dave

Tika985

I have the very same problem. Is there a solution yet? As I cannot find one here.

Jay

Hi @Tika985, thanks for your message. In order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.

Dave_Rado

Hi @Jay - if I click on your link to the support team, it gives the following support categories and forces me to select one of them:

Your plan
Your account
Deleting and restoring
Sharing with others
Storing and uploading
Dropbox security
Dropbox apps and more
Dropbox Sign

None seem relevant to this issue. Which should I select?

Dave

Jay

Choose the option related to the Dropbox apps and more, and that should allow you to get in contact with the team.

Megan

Hey @Dave_Rado, let me jump in here!

Based on your issue it sounds like "Dropbox apps and more" might be the wisest choice.

Once you open your ticket, feel free to send me the number reference, in order for me to locate it on my end.

Keep me posted!

Dave_Rado

HI @Jay

If I do that, it says "Your Dropbox Basic plan includes access to our Help Centre, Community and Chatbot."

Looks like you have to be on a paid plan to contact the support team directly.

Dave

Dave_Rado

HI @Megan

If I do that, it says "Your Dropbox Basic plan includes access to our Help Centre, Community and Chatbot."

Looks like you have to be on a paid plan to contact the support team directly.

Dave

Megan

Hey @Dave_Rado, no worries!

I'm here to help. I just created a ticket on my end for you. Please reply back to me, and we'll take it from there.

Thanks!

DrNic74

Somewhat unbelievably, some 7 years on from the issue first being reported, I am having the same issue. Just tried to do a system restore (for a fairly minor OS glitch) on my Windows 10 desktop and finding out it can’t be done because of Dropbox’s incompetence. I’ve deleted the app and the cache and tried system restore again, as with Dave above, and no luck. Is there NO workaround to this? This is absolutely appalling.