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koltipelto's avatar
koltipelto
Helpful | Level 5
8 years ago

Possible conflict with Dropbox and Trend Micro (Dropbox freezing)

I have dropbox business, I will not say every computer, but half of the company's computers are crashing.   At first I thought it could be a driver, a virus, or even a windows 10 error. I got to ...
desktop
dropbox business
Setting up the apps
  • dflord's avatar
    dflord
    8 years ago

    Hi Jane, thanks for your reply. I've simply turned off the selective sync feature and that has resolved the issue. If I have time, I'll turn it back on and see if the problem returns. 


    Thanks. 

  • binary's avatar
    binary
    7 years ago

    I would like to update that the problem resolved on our side now and here is the steps taken.

    - Clean up the registry

    - Uninstall and Install back Dropbox

    - Uninstall and Install back Worry Free Business Security

    ------- Added Dropbox program files path in Approved List (just in case)

     

    Also device speed improved quite a bit. We did not reinstall the windows.

     

    Environment

    - Windows 10 Pro (64-bit)

    - Worry Free Business Security Services (Trend Micro)

     

    I hope it helps to someone.

     

  • Lucio's avatar
    Lucio
    7 years ago

    The issue has been resolved by Trend Micro and we have confirmed that the Trend Micro fix worked and no longer have a freeze on start when Dropbox is set to run at startup as well. For reference, the Virus Pattern that contains the fix is 14.287.00.

     

    Thanks to all of the users that reported this!

Jane's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff
Hey @koltipelto & @WD, 
 
Please accept my apologies for getting back to you in delay, let's look into the matter more! 
 
  • @koltipelto: I have to admit the behavior is quite unexpected, since it appears that the application is causing your device to crash. Off the top of my head, seems like your computer can’t cope with the overall size of the client. As a first step, I’d suggest applying Selective Sync to the folders that you don't need to have see locally on your computer. If this persists I’d advise you to ask your admin to call in or chat in to our team through the admin console during our Business hours and provide us more details regarding the case. From this point on, my colleagues will take care care of your request. If there is a ticket I could reference, please include it in your reply and I’d more than glad to follow-up! 
  • @WD: The issue you have experienced seems different than the one previously described, so I'll follow different steps with you. Please try rebooting your pc once and disable your antivirus or any other security program that may be preventing Dropbox from running as expected in the background. 
If the issue persists, please let me know in your reply! 
 
Warm regards, 
JaneA
dflord's avatar
dflord
Helpful | Level 5
8 years ago

I have been having the same issue. Problem began when I applied selective sync. I did a full laptop reset, reinstalled everything and the issue returned. Since then, I have turned off selective sync and so far so good. 

 

Running Windows 10 64bit (fully updated) on an HP Elitebook, Trend Micro for Antivirus, OneDrive for business, OneDrive personal, GoogleDrive, MS Office 2016, Quickbooks Desktop, Chrome. 

  • JasonWolfgang's avatar
    JasonWolfgang
    New member | Level 2
    8 years ago

    I am also having this exact issue. It only seems to happen when first logging in to the machine. This started when we enabled smart sync for our business dropbox account. We are 100% windows 10 and it seems random when a machine is affected. Quickly force quitting Dropbox and disabling the auto start feature fixes the issue. My laptop is one of the machines affected and I setup a delayed start task to start dropbox 5 min after login. For the most part that fixed the issue but still on occasion my system would hang.

     

    I noticed you use Trend Micro which is also the AV we use so perhaps the issue is with how smart sync and Trend interact. I will have to do some testing to see if removing Trend and leaving Dropbox also fixes the issue.

    • Jane's avatar
      Jane
      Icon for Dropbox Staff rankDropbox Staff
      8 years ago
      Hey dflord & JasonWolfgang, I'd just like to follow-up on the matter, has this been resolved for you? 
       
      In case you need further assistance, I’d recommend logging a ticket with our team, so as to have a closer look at your account details & send over the most appropriate next steps.
       
      Once you do, please let me know a ticket ID in your reply, so that I search up your request internally on our system and make sure a team members works with you as closely as possible. 
       
      Thanks in advance & I'll be awaiting your next message, so that we work on that together! 
      • dflord's avatar
        dflord
        Helpful | Level 5
        8 years ago

        Hi Jane, thanks for your reply. I've simply turned off the selective sync feature and that has resolved the issue. If I have time, I'll turn it back on and see if the problem returns. 


        Thanks. 

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