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My old Dropbox desktop app isn't updating correctly on my Windows 11.

Neonlinx

Hi,

I have had this problem for some time. I often collect event IDs 7000, 7009, and 10005 and find that the app doesn't work. I'm using Kaspersky Plus and even if it never gave me problems with Dropbox I still tried to add the app and updater client to the exclusions. But the problem remains.

Event ID in successione sono:

Event ID 7009: Timeout (90000 milliseconds) while waiting for the Dropbox Updater Service service connection (DropboxUpdaterService136.0.7068.99).

Event ID 7000: The Dropbox Updater Service (DropboxUpdaterService136.0.7068.99) didn't start for the following error:
The service did not respond to the start or check request in the expected time.

Event ID 10005: DCOM: Error '%%1053' when trying to start the DropboxUpdaterService136.0.7068.99 service with '--com-service' arguments to run the server
{332E4ECC-6F29-5D19-B916-4D3BCA171041}

Obviously I guess the version is old because it can't update. Some time ago I had tried to reinstall the app (but without doing a thorough cleaning, I had only installed 'above'). It worked for only 1 day.

What can I do?

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Mark

That's a very, very old version, and I'm guessing it cannot connect as it's been deprecated. The current version is 254.4.x

Try updating manually from www.dropbox.com/downloading.

I'd also suggest adding all of Dropbox to the whitelist of Kaspersky as my guess is that is blocking the updater running.

Neonlinx

Hi,

thanks for reply. Ok I will try manual update and I'll also add all dropbox files and folders to Kaspersky exclusion list.

Neonlinx

EDIT: tried the manual update but suddenly appears a log on desktop:

[0608/160205.282:INFO:crashpad_lib_loader.cc(80)] Crashpad lib path: C:\Program Files (x86)\Dropbox\Client\254.4.2518\dropbox_crashpad.dll
[0608/160205.283:INFO:crashpad_lib_loader.cc(112)] AddSimpleAnnotation electron_version:19.1.9-dropbox.53
[0608/160205.283:ERROR:crashpad_lib_loader.cc(169)] No crashpad annotations provided
[0608/160405.263:INFO:crashpad_lib_loader.cc(80)] Crashpad lib path: C:\Program Files (x86)\Dropbox\Client\254.4.2518\dropbox_crashpad.dll
[0608/160405.264:INFO:crashpad_lib_loader.cc(112)] AddSimpleAnnotation electron_version:19.1.9-dropbox.53
[0608/160405.264:INFO:crashpad_lib_loader.cc(112)] AddSimpleAnnotation product_name:desktop_client
[0608/160405.264:INFO:crashpad_lib_loader.cc(112)] AddSimpleAnnotation buildid:main
[0608/160405.264:INFO:crashpad_lib_loader.cc(112)] AddSimpleAnnotation buildno:Dropbox-win-254.4.2518
[0608/160405.264:INFO:crashpad_lib_loader.cc(112)] AddSimpleAnnotation platform:win
[0608/160405.264:INFO:crashpad_lib_loader.cc(112)] AddSimpleAnnotation platform_version:11 26200

Nancy

@Neonlinx, do you get the same log, if you try our offline installer?

Neonlinx

@Nancy

After a few attempts, the online installer worked. It now appears to be at version 254.4.2518 (the executable is at the correct version and I don't know if this is correct). However, the problem described at the beginning remains (also the same versions of the files). In addition, remains the problem that when the computer starts, Dropbox does not starts. If I start it manually there are no problems, it works and synchronizes perfectly. In services, the Dropbox Elevation Service is sets on Manual, but if I try to start it, it won't start, even when Dropbox is already started.

Nancy

Hmm, I see. In this case, I’d like a few screenshots showcasing the errors/issues you encounter while using the Dropbox app.

Can you also copy and paste a screenshot of what you see at the General tab of your desktop app preferences? I’d also like a visual of the Dropbox Elevation Service.

Neonlinx

@Nancy

EDIT: now I see that Dropbox is at version 256.3.3765. So I suppose that at least when I start it manually, the update client works. So I suppose the main problem is that Dropbox can't start automatically on boot.

Neonlinx

Neonlinx

I must point out that the word 'a partire' in the 'service status' appeared after I tried to start it manually. And honestly it is a wording that I had never seen; in English it means 'to start/starting'…..

At this moment unfortunately I cannot restart but as soon as possible I will try to do it to see if maybe now the service starts.

Neonlinx

EDIT: Ok, I restarted twice and both times dropbox started. The service, on the other hand, is always stopped and is always set to 'manual'. Should I try to put it on auto-start or o delayed start?

Anyway between today and tomorrow I will try to restart several times....hope that the problem has been solved 🙂

Megan

Hey there, @Neonlinx!

Thank you for all the additional information you've provided. Based on the app version you are currently using (256.3.3765), it looks like you have the beta version installed instead of the stable one. This could be the culprit behind the issue.

It's important to note that if you're currently using the beta version, that might have been the case in the past too. Can you 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.

Once you do so, please check the app's syncing status and let me know. You can find this by hovering your mouse over the Dropbox icon in your taskbar, next to your WiFi.

Lastly you mentioned: "the service, on the other hand, is always stopped and is always set to 'manual'' can you tell me a bit more about this, please?

I'll be waiting for your update once you try this, to let me know if the behavior remains the same. Thanks!

Neonlinx

@Megan Hi,

In these two days I have done at least ten reboots and I have done some synchronization tests between my devices and fortunately everything seems to work perfectly.

The DropboxElevationService is always set to "manual" and when I go to check, it's always stopped.

All errors in the windows event log are gone.

I didn't know about the option to access beta versions; I'll turn it off immediately.

I will test again in the next few days but it seems that the problem is solved.

Walter

We're happy to hear you're back up and running and thanks for keeping us in the loop too @Neonlinx,

Let us know if anything else comes up!

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