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Forum Discussion
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 ...
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.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.
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
Dropbox Staff
Dropbox StaffHi 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.
Ross_SHi folks,
I just wanted to post here to acknowledge that we are looking into a possible conflict with Trend Micro. I'll reach out to a few of you via email with extra debugging steps.
Many thanks for spotting the issue!
- Lucio
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!
Hi,
We tested a fix for the last two weeks over 30 PCs that has worked for us. It was advised by Trend. The core of the problem to me seems to be that because the Dropbox client is so file system and CPU intensive (across all cores) it is constantly causing red flags with the behaviour monitoring components of Trend and creating a vicious circle.
The below only exempts the specific executables, so you're Dropbox folders are still bein protected.
Add the following in the exclusion lists:
C:\Windows\System32\DbxSvc.exe
C:\Program Files (x86)\Dropbox\Update\DropboxUpdate.exe
C:\Program Files (x86)\Dropbox\Client\Dropbox.exe
*Antivirus/Antispyware
1) Go to your WFBS Services console
2) Under the Devices tab, click the group of the endpoint where you want to apply the exclusion
3) Click Configure Policy
4) Under Antivirus/Anti-spyware, click exclusions
5) Enable exclusions and include the path or file that you want to exclude
6) Click Save and wait for the agents to be notified
7) Verify that the file is excluded from being scanned
*Behavior Monitoring
1) Go to your WFBS Services console
2) Under the Devices tab, click the group of the endpoint where you want to apply the exclusion
3) Click Configure Policy
4) Under Behavior Monitoring, enable behavior monitoring
5) Add the full program path of the program/file that you want to exclude from scanning to the approved list
6) Click Save and wait for the agents to be notified
7) Verify that the file is excluded from being scanned
After adding the files indicated above on the Antivirus/Antispyware and Behavior Monitoring exclusion list, then please restart the machine and continue monitoring.- Wanted to add some info on this for the developers...
We're also experiencing freeze-ups with our business plan. We use selective sync and we have a very large number of files (a million or so). The crashes started a few months ago, and I'm not sure what the impetus was. It took a long time to figure out our different crashes on different machines were caused by dropbox.
Sometimes the mouse cursor (and the rest of the machine) will freeze up for a few seconds. And sometimes that freeze-up becomes permanent, requiring a hard-reboot to fix the crash.
Recently we've found that that reducing Max CPU Usage from 100% to 85% fixes the freeze ups. (This is an advanced Power Plan option -- in control panel, power options, edit the power plan, then Change advanced power settings, and find the Processor power management options.)
This workaround has fixed the problem on several machines, and I can't really fathom why. We're game developers so we have lots of hardware on hand, and we had this problem with both AMD and Intel CPUs, and several kinds of motherboards. (None overclocked, and mostly all new hardware.) So it seems unlikely to be a hardware-specific problem, but the crashes leave no obviously-useful information in the event log, so it doesn't seem like a driver is crashing either.
Can this info be passed along to the developers? This is a pretty severe bug, and I'm hoping we can offer a clue for them. Keeping our CPUs capped isn't a permanently viable answer, although it works for now. I am having the same issue and it is Windows 10 with latest update and pretty reasonable specification. I have been working on from 3-4 days and once disabled the Dropbox from Start Up then the laptop is fine otherwise it freezes in a minute from startup. You do not get chance to do anything.
Tried all the steps but no real luck, even reducing the processory from 100% to 85% but issue remains.
so really waiting to get this resolved or we might have to use ulternate solutions.
- Jane
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.
- Ross_S
Hi all,
Thank's for flagging that this isn't fixed for all, we'll loop back to Trend Micro and discuss it further with them.
Can those still hitting the issue confirm that they are running Trend Micro Worry Free Business - and have our Smart Sync?
I'll update here again once we have more to share.
Many thanks.
- Jane
- We run 5 business’s, retail, and connect vital data through Dropbox. All new high end towers windows 10 in each location. Constant crashing and/or screen freezing. Turned off Dropbox Sync, Autostart and Exited program. It’s been 24 hrs without any issue. We had to restart computers every 20-30 minutes before.
