Forum Discussion

IBenGI's avatar
IBenGI
New member | Level 1
10 months ago
Solved

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...
desktop
Uninstall
windows
  • Nancy's avatar
    Nancy
    10 months ago

    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?

Rich's avatar
Rich
Icon for Super User II rankSuper User II
10 months ago
IBenGI wrote:

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.

IBenGI's avatar
IBenGI
New member | Level 1
10 months ago

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's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    10 months ago

    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?

    • IBenGI's avatar
      IBenGI
      New member | Level 1
      10 months ago

      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

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