The Dropbox icon is inactive on my Windows 11 Surface Pro

[Sanhutch]

I have a new Surface Pro with Windows 11. I can access my dropbox but the desktop app (in Start menu and on Task bar) does not work. I've installed and reinstalled a few times but the icons are inactive. Please advise

[Nancy]

Hey @Sanhutch, hope you’re doing well!

Can you clarify what you mean when saying the icons are inactive? Do you mean that the Dropbox icon is missing or that it’s greyed out? 

Feel free to send me a screenshot of what you see.

Ping me, when you’ve got more info.

[Sanhutch]

The icons are there and not greyed out BUT when I click on them (in the Start menu or the Task Bar), a little cog spins but then nothing further happens... 😕

[Megan]

Hi @Sanhutch, would you mind clarifying the version of the Dropbox app that you have installed on your device? 

You should be able to locate it by hovering your mouse over the little Dropbox icon, next to your WiFi on your task bar.  

[Sanhutch]

ummm not sure....does this look like it -

[Megan]

Hey @Sanhutch, while we're at it, do you think you can send me a screenshot of how the icons look when you click on them? 

You mentioned a little spinning cog, that I'd like to have a visual of. Also, when did this start happening?

[Sanhutch]

Here are shots of the taskbar with the little blue circle. This is happening since I got my new Surface and have reloaded everything on to it. 

[Walter]

Hey @Sanhutch - sorry to jump in here, but could you try a clean, advanced reinstall and let us know how it goes?

If you have an antivirus, VPN or firewall running, you can also temporarily disable them. 

In case you're on the Basic plan. also ensure that you're not connecting more than 3 devices to your account as you might hit the device limit. 

[Sanhutch]

Hi

I checked and I haven't exceeded the device limit. 

I think the advanced reinstall is beyond my comfort level, worried I'm going to delete the wrong files.