Dropbox crashing randomly when clicking on it in file explorer

[zf-itbuilder]

We have a user that is having a problematic issue with Dropbox installed on his Windows PC. When he accesses it through file explorer it will randomly crash and then close dropbox.

There is no error that shows and there are no logs in either the Appdata or program files dropbox folder.

We did some basic checks on windows to see if that was causing an issue:

SFC scan

Win updates

DSIM 

Dell updates

This didn't help so it seems like it is dropbox causing the issue. We started out just uninstalling dropbox and installing the latest version but it still crashes.

We then Did a full uninstall of dropbox including clearing out and reg key left after the uninstall and the appdata folders that were still there.

Another fresh install still hasn't made a difference. The company he works for all use dropbox and it is just him having the issue.

Any help or ideas would be much appreciated!

[Jay]

Hi @zf-itbuilder, thanks for bringing this to our attention.

Just for clarification, when you uninstalled and reinstalled the app, did you perform an advanced reinstallation of the app using the steps in this link?

This will help me to assist further!

[zf-itbuilder]

Hi Jay,

Thank you for the quick response. I did run through the advanced re-install, clearing out everything dropbox related in the registry and appdata.

[Jay]

What is the exact version of Windows they're using? 

Did this issue occur after any OS or app updates, and when did this start approximately?

[zf-itbuilder]

His device is running on Windows 11 22H2 build 22621.2134

Its been going on for about a month now.

[zf-itbuilder]

Also there weren't any updates that he ran himself before the issue started.

[Calvin2DBX]

Hi @zf-itbuilder,

Hope you don't mind if I jump in with a suggestion here.

Please right click the Dropbox folder, choose Properties, and wait for that to calculate the total size on disk and file count.

If running close to 300,000 files, use selective sync to reduce the workload on the app.

For example, start off with 1 folder enabled, if it isn't a terribly large one, and see how you go from there, enabling little by little rather than all at once should improve the performance stability either way.

Let me know what you find!