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demonhawk's avatar
demonhawk
Helpful | Level 6
8 years ago

Desktop app crashes in Windows 10 64-bit

My dropbox crashes everytime i click to add my private account into my dropbox. Unistall/reinstall did not solve the problem.

  • Well, i don't know what u guys did, but it now works! i don't know why or what did the trick, because i did not change anything (?) but that's fine for me now :)

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff

    Hey demonhawk

     

    Thanks for reaching out on the Dropbox Community! 
     
     

    This seems unexpected, though I'm here to work on a fix with you. As a first step, I'd recommend unlinking your account to the website, rebooting and relinking. 

     

    If this persists, could you temporarily disable your antivirus, firewall or other security program and re-download the latest stable version of the application from the website? Also, you may try to update to the latest version using the offline installer here (Windows), which will probably have this resolved. 

     
    Again, if none of the above steps help you install the application, please let me know here, so that I further look into that with you.
     
    Will be awaiting your reply!
     
    Kind regards,
    JaneA
    • demonhawk's avatar
      demonhawk
      Helpful | Level 6

      unfortunately none of this tips did help. Everytime i want to connect the both boxes the app crashes... no matter what first (work then personal or vice versa). is there anything else i can do?

      • Jane's avatar
        Jane
        Icon for Dropbox Staff rankDropbox Staff

        Hey demonhawk

         

        Thanks for the prompt reply, much appreciated! 
         
        Hmmm... As a first step, we'd have to make sure that the software is working correctly, since it seems that both accounts aren't syncing correctly. I’d like you to do a complete reinstall to try to fix the problem. This will not affect or remove the files in your Dropbox folder. Please follow the steps below: 
         
        #1. Quit Dropbox by clicking on the Dropbox icon on your system tray, then click on the gear icon and select "Quit Dropbox".
         
        #2. Uninstall Dropbox:
         
        #3. When the uninstall finishes, please restart your computer to ensure that the uninstall is complete.
         
        #4. After this, please proceed to delete remaining registry entries:
         
        a) Click the Start button. Type REGEDIT in the search box and press Enter.
         
        b) In the Registry Editor, navigate into the following locations until you find the keys for "Dropbox" and "DropboxUpdate", they will be in either or both of the following two locations:
         
        HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\
        HKEY_LOCAL_MACHINE\SOFTWARE\
         
        c) In both or either of these folders, please delete only the "Dropbox" and "DropboxUpdate" folders by right-clicking on the individual folders and selecting "Delete".
         
        #5. Then, please delete the Dropbox remaining folders:
         
        a) Open a Windows File Explorer (not Internet Explorer). 
         
        b) Type %LOCALAPPDATA% into the address bar (include the % percent signs) and press enter. 
         
        c) Delete the folder "Dropbox" from the resulting window. 
         
        d) Please repeat these steps with the following folders as well (it's OK if you don't find a Dropbox folder in any of those locations): 
         
        %APPDATA% 
        %PROGRAMFILES% 
        %PROGRAMFILES(x86)% 
        e) Then restart your system.
         
        Please note that deleting any of these folders will not delete the files in your Dropbox folder.
         
        #6. Download the newest version of Dropbox and double click on the downloaded file 
         
        #7. During the initial setup and sign in process apply any Selective Sync settings you may have had prior to the reinstall and select the Dropbox folder location (if not in the default location).
         
        IMPORTANT NOTE: Because this process removes the previous settings and configuration, if you wish to avoid re-downloading your Dropbox content you will need to manually choose the location for Dropbox to sync to, otherwise you will create a new Dropbox folder and start to download your content again.
         
        At the end of this process, after clicking "Open my Dropbox folder", it might take some time to re-index the files and sync any pending changes. Please note that any changes made to the files in the Dropbox folder, the web interface or other linked devices while the folder was "off-line" may generate conflicted copies.
         
        Please let me know how this works for you in your reply! 
         
        Warm regards, 
        JaneA
    • Cor26's avatar
      Cor26
      New member | Level 2

      Hi,

       

      My Dropbox don't sync anymore, can't install the software (again) and can't remove it also. Also offline installer.

      Don't see the icon anymore in the taskbar.

      Unlink my computer but still the same problems.

      When I use a different version like 24.4.17 to install, it works for a few seconds (you can see the icon for a few seconds), but after that it disappears again.

      Can't remove Dropbox in the safe mode also.

      Windows 10 Home 64 bits

      IE 11

       

      Regards,

      Cor

       

      • Jane's avatar
        Jane
        Icon for Dropbox Staff rankDropbox Staff

        Hey Cor26 , 

         

        Thanks for your detailed description and the screenshot, much appreciated! 
         
        It appears that something is blocking Dropbox, so I’d suggest proceeding with a fresh re-install. Before that, I’d like to ask you whether you’re using an application called Boxifier”. If you do, please let me know in your reply, since it may be the cause of the issue.
         
        If this is not the case, please follow the steps below: 
         
        #1. Quit Dropbox by clicking on the Dropbox icon on your system tray, then click on the gear icon and select "Quit Dropbox".
         
        #2. Uninstall Dropbox:
         
        #3. When the uninstall finishes, please restart your computer to ensure that the uninstall is complete.
         
        #4. After this, please proceed to delete remaining registry entries:
         
        a) Click the Start button. Type REGEDIT in the search box and press Enter.
         
        b) In the Registry Editor, navigate into the following locations until you find the keys for "Dropbox" and "DropboxUpdate", they will be in either or both of the following two locations:
         
        HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\
        HKEY_LOCAL_MACHINE\SOFTWARE\
         
        c) In both or either of these folders, please delete only the "Dropbox" and "DropboxUpdate" folders by right-clicking on the individual folders and selecting "Delete".
         
        #5. Then, please delete the Dropbox remaining folders:
         
        a) Open a Windows File Explorer (not Internet Explorer). 
         
        b) Type %LOCALAPPDATA% into the address bar (include the % percent signs) and press enter. 
         
        c) Delete the folder "Dropbox" from the resulting window. 
         
        d) Please repeat these steps with the following folders as well (it's OK if you don't find a Dropbox folder in any of those locations): 
         
        %APPDATA% 
        %PROGRAMFILES% 
        %PROGRAMFILES(x86)% 
        e) Then restart your system.
         
        Please note that deleting any of these folders will not delete the files in your Dropbox folder.
         
        #6. Download the newest version of Dropbox and double click on the downloaded file 
         
        #7. During the initial setup and sign in process apply any Selective Sync settings you may have had prior to the reinstall and select the Dropbox folder location (if not in the default location).
         
        IMPORTANT NOTE: Because this process removes the previous settings and configuration, if you wish to avoid re-downloading your Dropbox content you will need to manually choose the location for Dropbox to sync to, otherwise you will create a new Dropbox folder and start to download your content again.
         
        At the end of this process, after clicking "Open my Dropbox folder", it might take some time to re-index the files and sync any pending changes. Please note that any changes made to the files in the Dropbox folder, the web interface or other linked devices while the folder was "off-line" may generate conflicted copies.
         
        Please keep me updated on the results in your reply here! 
         
        Warm regards, 
        JaneA