Dropbox app for Windows non functional, stuck at "starting"

[pawelb]

Hello,

Since yesterday, my team (8 users) are encountering problems with Dropbox app for Windows, systems are Windows 10 and Windows 11 so I assume it's not related with any system issues.

After restarting the computer, app continues to work for about 5 minutes, after that time Dropbox options from right click menu disappear, and we cannot open any files, that were not downloaded. When we try to restart the app, it keeps getting stuck on "Starting". I assume it may be related with file path limit, but how to identify the long path?

Could you please help with the issue?

Thanks in advance.

[Megan]

Hey there, @pawelb, let's jump right into this!

It might sound trivial, but have you tried to re-start these devices at all? 

I'm asking because to attempt to investigate something related to a visual issue on your Dropbox the best first step is for you to try restarting your computer and see if the issue persists. Restarting your computer will reload the Dropbox visual elements.

Can you let me know the syncing status and version of your app?

If I were you, I'd also do a quick re-install just to see if the behavior remained the same.

Keep me posted on what you find.

[pawelb]

Hello, thank you for the response.

The app version is 202.4.5551, syncing status is "Starting" since 4 hours.

I will try to reinstall the app. Do I need to recreate a local folder? Asking, since Dropbox data is about 800GB in millions of files.

[Megan]

Hey @pawelb, no need to recreate the local Dropbox folder. 

You can simply follow these steps to uninstall the app, and then re-install the app again. 

[pawelb]

Hello, thank you for the information. At the moment I have tried:
- Clearing the cache.
- Restarting both the Dropbox application and the computer.
- Re-logging the user.
- Creating a new folder with the files.
- Reinstalling the Dropbox application.

Reinstalling Dropbox in 200.4.7134 version seems to fix the issue, so probably that's the issue with the current version.

[Walter]

Do you happen to be running any security programs on your computer like an antivirus, or a VPN/proxy setting perhaps @pawelb? 

[pawelb]

Hello,

Tried disabling all AV software, nothing helped. VPN not enabled, no proxy. Today problem is back, the app self updated. Tried also uninstalling Windows updates that were installed last week - no success.

[Walter]

Thanks for keeping me in the loop on this @pawelb 

Would it be OK if we sent you an email to have a  further look internally at this point?