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Can't open the desktop app and getting an error when trying to uninstall
Hi Guys,
Been having troubles with getting dropbox open thats sent me down a rabbit hole four hours. I'm essentially experiencing the exact same issue the user in this forum is experiencing:
Can't seem to be able to uninstall Dropbox | The Dropbox Community
I'm seeing an event in EventViewer whenever the DbxSvc restarts:
Failed to connect to the driver: (-2147024894) The system cannot find the file specified. , retrying...
Uninstalling Dropbox will get to about 70% of the way before freezing indefinitely. Tried a manual uninstall using RevoUninstall which clears out all files and registry items, although I have to kill Explorer.exe and dllhost.exe before doing so as it keeps getting stuck on a DLL file.
Tried reinstalling, the installation will often say failed or get stuck so I have to go and manually clear new files again. Went to try and install via MS Store, which works fine, but doesn't
I can see in that last forum DropBox ended up speaking with the user directly, is anyone on dropboxes team able to tell me what the outcome was?
6 Replies
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- Rich
Super User II
Uninstalling Dropbox will get to about 70% of the way before freezing indefinitely. Tried a manual uninstall using RevoUninstall which clears out all files and registry items
After a manual uninstall, restart your computer and then try running through the remaining steps of an advanced reinstall, starting at step 4, making sure that all other items mentioned are removed as well.
Thanks Rich,
I'll give that a go and let you know
Hi Rich,
Unfortunately that didn't work, during the installation it freezes, task manager has the following:
all memory reporting is stale, no disk usage either.
It created the Dropbox folder within x86 again and only has the following:
Client_219.4.4463 + Update are the only folders that have items inside.
Event viewer shows the the msi installer in \Update\1.3.983.1\DropboxUpdateHelper.msi starting then within the same second outputs that it closes:
Beginning a Windows Installer transaction: C:\Program Files (x86)\Dropbox\Update\1.3.983.1\DropboxUpdateHelper.msi. Client Process Id: 19188.Product: Dropbox Update Helper -- Configuration completed successfully.
Windows Installer reconfigured the product. Product Name: Dropbox Update Helper. Product Version: 1.3.983.1. Product Language: 1033. Manufacturer: Dropbox, Inc.. Reconfiguration success or error status: 0.
Ending a Windows Installer transaction: C:\Program Files (x86)\Dropbox\Update\1.3.983.1\DropboxUpdateHelper.msi. Client Process Id: 19188.
during me writing this I also have the following:- Nancy
Dropbox Community Moderator
Hi from me too, IBenGI! Out of curiosity, do you have any type of antivirus/firewall running on your computer at the moment?
If you do, can you please disable it temporarily, restart your device and try to install the Dropbox app again? Does it give you the same error after that?
Hi Nancy, just came back to say we ended up going down this rabbit hole and I can confirm it was our AV that was causing the problem, annoyingly the AV wasn't flagging it so we had assumed this wouldn't be what was causing the problem, but I suppose the scan process is what kills the installer, will speak to the AV product staff in-case anyone else is having the same issue with dropbox installation
- Theresa
Community Manager
Hi IBenGI and welcome to the Dropbox Community. I am glad to see you got your issue resolved. Thanks for coming back to let us know about this, it's people like you who keep this Community so vibrant. (I actually just posted an article the other day about installations, it may be worth sharing with others if they have a similar problem.)
By the way, I'm Theresa a Community Manager here at Dropbox HQ 👩💻. You might see me buzzing about the Community, I love to hear all about how our members use Dropbox on the daily 🙌.
If you are open to sharing your Dropbox story, please let me know.
T 😺 (Dropbox Community Manager)
