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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!
We are experiencing the same issue on all our computers with dp and trend micro. I would like to be kept up to date on a permanent solution. Currently we have disabled dp from startup and have the users start it manually.
Lucio
Dropbox Staff
Dropbox StaffThe 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!
Thank You..much appreciated.
Unfortunately, this hasn't worked for us. We have the issue on some machines (although not all) and for the affected PCs (my desktop included), the new patterns haven't solved it.
For information, I'm running pattern 14.295.00 ( updated 05/06/18 ) and Dropbox client v.51.3.65. I set my client to autostart and it caused the PC to hang again, so I've now had to set it back to manual.
- Ed
Hey mikemor22 - strange it's working on some PCs but not all. Assuming they're all under the same settings, we might need our tech team to investigate this further for you. Can you log a ticket on https://dropbox.com/support with the existing info so they can help investigate further?
You may also wanna do the same with Trend Micro as the issue was on their end. If you find any additional info that would be helpful to the community, feel free to post here!
Thanks
This is also still happening for me.
I'm using virus pattern 14.309 with dropbox 51.4.66
- This is not solved! as of 6/13/18 I have virus pattern 14.309
Ross_SHi 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.
Thanks Ross,
We have also logged a ticket with Trend in Australia as we had same issue in our company which started approx . June 15th - Look forward to any updates.
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.This was eventually fixed for me. Trend had to gather a bunch of massive log files. Unfortunately this all came after I sent one brand new PC back as the manufacter assumed it was a bad motherboard. It wasn't until we got the 3rd PC that I dug deep and discovered Trend and Dropbox were causing the crash.
The difficult part of diagnosing this was that even after we unintalled Dropbox, the freezes continued.
Ever since July 2018 this appears to be resolved.
