Forum Discussion

Lukaskotas's avatar
Lukaskotas
New member | Level 2
8 years ago
Solved

Desktop app freezes while opening any file in one folder

Hi guys! I have got a problem with my dropbox. While I want to open any file in one folder in my dropbox app in Windows, it freezes and then drop down. I have tried to restart computer, dropbox and e...
desktop
Setting up the apps
  • Jane's avatar
    Jane
    8 years ago
    Hey Lukaskotas, 
     
    Welcome to our Forum & thanks for checking in with us here on this inquiry, I'm just checking back with you on the prgress of your inquiry, have you been able to resolve that?  
     
    -Firstly, let’s locate the source of the discrepancy. Can you make sure that you’re running the latest Dropbox version (48.4.58) on your desktop & it’s running correctly in the background (i.e. all Dropbox-related icons are loading correctly for you :white_check_mark:/ :arrows_counterclockwise:)? Also, have you made all latest OS updates locally? 
     
     -Additionally, are you getting any error messages when you’re trying to open your files? I’d appreciate it if you included a screenshot (omitting personal info) of what you’re seeing in your next message here, so that we check the case & send over the most relevant next steps.
     
    I’ll be awaiting your next reply & I’m wishing you a lovely week ahead! 
Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
8 years ago

Can you open these files when you're not running our app at all?  To help isolate this issue, could you please try quitting the Dropbox application by using the following steps:

 

  • Click the Dropbox icon in your system tray
  • Click on the gear icon in the Notifications panel and select "Quit Dropbox"

Should this persist with Dropbox closed, the cause is related to something outside of the Dropbox application. You may want to check other applications or components of your Operating System that could be causing this Sharon.

 

Let me know how this goes please. 

sfclevenger's avatar
sfclevenger
Explorer | Level 3
8 years ago

I do not have an icon in the system tray, but I was able to right click on the desktop icon and select Quit Dropbox. The problem continues.  Should I delete the dropbox program and reinstall?  I hate to do that because it takes FOREVER to upload all of the files again.  

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    8 years ago

    Sorry to hear this sfclevenger!

     

    If you're still unable to open the files in question when Dropbox is not running, then the issue lies within the file(s) themselves and/or another program on your computer. Note that as Rich said above the Dropbox app doesn't open files; your operating system and the application for a specific file type do. 

     

     

    Also, have you been able to reproduce this behavior with any other files of this type or only a specific one? 

     

    Last but not least, remember that you can always log a ticket with our support team and ask for assistance - they'll probably be able to look further into this with all of our tools available. 

     

    Thanks for your patience and cooperation so far! 

     

    PS: In regards to your upload speed, take a look here.

     

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