Forum Discussion

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.

Desktop

Setting up the apps

Windows

demonhawk
8 years ago
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

Dropbox 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

csornmo

Explorer | Level 4

7 years ago

My dropbox also crash on Windows 10.

All suggestions tested and not working.

??????????????????????????????????

Jane
Dropbox Staff
7 years ago
Hey csornmo, thanks for reaching out to us on the Community!

Have you by any chance followed the steps I posted above (namely removed all previous settings & configuration so as to start anew on this device)?

Please let me know of any troubleshooting you’ve done on your own, as well as the results you got on this discussion here & I’ll do my best to check back with you in any way I can. Thanks again!
- karlchansen
  Explorer | Level 4
  7 years ago
  This is a PERVASIVE issue. I can find posts about it all over the internet.
  
  Dropbox used to work just fine for me. I pay for the terabyte storage. I pay for Dropbox Team.
  
  I have a Lenovo P50 with 64G RAM and dual 2T PCIe NVMe SSDs. It is a blazingly fast machine.
  
  Until the last major Windows 10 update I had no issues with Dropbox.
  
  After the last major update the app began hanging during startup. Hovering over the Dropbox icon pops up the little interface that shows "Starting" as the state of the app.
  
  Opening Windows TaskManager shows that Dropbox is consuming 23%-25% of processor time (i.e. one full core on this four core machine.)
  
  Observing TaskManager over time shows that the memory used by the Dropbox application climbs until it gets close to 4 gigabytes, at which point the Dropbox app/interface becomes non-responsive. Sometime thereafter the Dropbox application crashes.
  
  I contacted Dropbox support. They said "remove beta access, download latest release, uninstall & reinstall."
  
  I did that.
  
  Dropbox behaved exactly ONCE on next system restart, then began the same behavior described above.
  
  I disabled auto-start on Dropbox.
  
  Same behavior for manual startup.
  
  I disabled antivirus and all task backup/mirroring utilities.
  
  Same behavior.
  
  I have followed the steps in the post about removing entries & folders after uninstall/reboot.
  
  Same behavior.
  
  THIS IS A CRITICALLY FATAL FLAW IN DROPBOX!
  
  IF IT IS NOT FIXED ASAP I WILL BE FORCED TO TAKE MY BUSINESS ELSEWHERE!
  - Jane
    Dropbox Staff
    7 years ago
    Hey karlchansen, I appreciate all the time you’ve devoted in gathering all that info for us!
    
    Because you’ve mentioned that you’ve already tried to troubleshoot the issue previously, I was able to check back on our system for your open ticket & I could see that your open request has currently reached our higher-level technicians. I’ve made sure to transfer your comments on your existing correspondence there & I’ve increased your support priority internally, so as to expedite matters for oyu.
    
    Please include all relevant details on this email chain, as they have direct access to your account specifics via this channel & the’ll be able to further advise how to best resolve this issue.
    
    I hope that this is helpful to you & I’m always here in case you need further assistance, just let me know on this discussion. Happy Monday!