Dropbox options missing in right-click menu on Windows

[Superpetak]

Hi guys,

today, probably after downloading and installing latest stable release a Dropbox, the context menu disappeared from Windows Explorer.

Dropbox version: 183.4.7058

Windows 10 version: 22H2 OS build 19045.3448

Unfortunately I am not sure, what version was installed prior to update.

Any ideas to solve this? Was reading older posts of same issue and not sure how to proceed? Downgrade to older stable and disable updates for a while?

Thanks Petr

[Megan]

Hi @Roberto B.9, let's jump right into this! 

When you say it's not for menu, would you like to share some additional info with us, about your situation?

Sharing your exact Window OS, and your app's version and syncing status would also help me as I start to build an idea of what's happening on your end, and how we can solve it. 

Keep me posted, and we'll take it from there!

[Roberto B.9]

Installing again the Dropbox client solved the problem...

[alonzo86]

They should really look up into this problem, since it is definitely from their side. Seems that they just ignore it. Another update, another reinstall here, and every time is like that since September.

[Persi]

Same Issue here... ! try to solve this remotely in a different language over a Skype call to a non-tech person...??? Incredible, seriously fix that **bleep**!!!

[Megan]

Hey @Persi, I'd be more than happy to help you with that!

As a first step, would you like to share your OS, and Dropbox version with me? 

I'd also love to know what troubleshooting steps you tried on your end, in order for me to have a visual and guide you. 

Thanks a bunch!

[Persi]

Hi @Megan , I have onboarded a new Employee in France. We installed Dropbox on her Windows 10.  Version 22H2, Build 19045.4046, Pack 1000.19053.1000.0
We had so many issues that it is currently not possible to work for this person. 
1) Main issue is that we do not see the Folder/File Context menu on right click. I have re-started the explorer.exe, and also checked the Online Dropbox Account settings for context menu.
2) We do not see several Sub-Folder in our Desktop Client, but we see them in the browser. so there is a miss-match of files and synchronization. I checked all Client sync settings - all folders a selected. Client says it's up to date.

I work a lot with Dropbox onboarding and settings, but this experience on Windows is terrible. I only know such terrible quality from other Services like OneDrive or tresorit so far, but from Dropbox it is a surprise.

[Megan]

Hi @Persi, troubleshooting on someone's behalf can be quite tricky, but I'll try to help as much as possible. 

Now, in regards to the context menu: has your employee recently updated their OS by any chance? 

I also suggest following the steps our Community Manager shared in this thread. 

As for the second issue, since the app is up-to-date and you checked the selective sync settings of the app, can you also check and make sure there are no invalid characters preventing the files/folders from syncing? 

[Persi]

Hi @Megan
Yes, Windows does automatic Updates, so there was and will be updates all the time.
The name of the Folder is „Container“ so there is no invalid character I assume.
From what I see there are no other overlay items, so 15 surely not. I can try this step, pretty sure it will not help.

[Walter]

Hey @Persi - sorry to jump in here, but could you clarify if there are any 3rd party apps (like antivirus, security programs or services that monitor the files in the Dropbox folder) running on the problematic computer? 

Also, could you send us a screenshot of the options you get when you right click on the files in the Dropbox folder? 

[Persi]

Hi @Walter yes, at least Norton Antivirus. 
Is there any chance you can come into a meeting with screen sharing on this computer?