Dropbox required update, but update failed and so does clean install

Thanks for getting back to me, mz5.

The simplified version wouldn't be available for your OS version, I'm afraid, but there is another version you can download from the Microsoft Store.

You can read about it, see if you're eligible to install it, and steps on how to install it here.

My system fulfills the minimum requirements, so that should not be the issue. 

While scrolling through the registry, I did notice the new version tries to install a whole bunch of additional features such as backup, binder, external drive, passwords, paper, an office add-in, a lot of context menu handlers, autoplay event handlers and a zillion automatic update services. But I don't need or want any of this stuff.  All I want is a simple app that keeps one folder on my pc synced with my cloud storage.  How hard can it be.

I noticed there is a simplified version of the app for W7/8, any chance of using that on my W10 machine? That is the last thing I am willing to try. I will not be opeing tickets at the support team, it's been taking too much of my time already and I have other things to do. If the simplified version will not work, I will end my dropbox subscription after 6 years and start using a local backup solution on my own NAS instead.

Thanks for the update on this, mz5.

Here you can find the minimum system requirements for the Dropbox desktop app.

But since this seems like an issue that might need to be looked into a bit further, I'd suggest reaching out to our support team.

They'll be able to access more account-specific info and assist you further.

Once you have your ticket number, please send it to us as well.

Thanks!

Maybe worth mentioning: Since I value the privacy of me and my customers, I have turned off as much as possible of all the data aquisition/advertising/store crap that microsoft implemented in W10-64. So I run a very basic windows installation. Can you list which Windows services the dropbox installer/updater relies upon so I can check if that is causing issues here?

Hi,

maybe I was not very specific, but I already followed this procedure between each step I took. So I cleared all dropbox related entries in the registry, removed all dropbox related folders (except the data folder) and did a reboot before launching the installer. I'm afraid that's not the solution.

Hey mz5, thank you so much for the details! 

Although you've already tried a few things, can you also perform an advanced reinstall using the steps I provided earlier? 

If the behavior remains the same, let me know and we'll proceed accordingly. 

Hello Jay, thanks for the link to an offline installer. I searched but could not find it.

I tried the offline installer (Dropbox 233.4.4938 Offline Installer.x86.exe), I launch it (as administrator of course), it shows the same windows "Dropbox is installing". After a minute or so another window pops up saying "Error- installation failed", no further details, see screenshot:

The original window ("Installing Dropbox")  stays active, so do a number of Dropbox processes in the task manager. When I try to close this installer window, I have to confirm cancellation again, after I confirm I want to cancel nothing happens, not even after a very long wait. I have to manually kill all dropbox processes in the task manager to close the window.

Next I tried to install the 64 bit version (Dropbox 233.4.4938 Offline Installer.x64.exe). It fails with an error stating it has no permission to write to C:\Program Files (x86). Which is weird, as I expect a 64 bit version to install in C:\Program Files and not in C:\Program Files (x86). In taskmanager all processes started by dropbox also show up als 32 bit, so it seems to me the 64 bit version is not 64 bit after all. 

As the error message suggested, I removed the dropbox folder in C:\Program Files (x86) (required a reboot and some registry cleaning in order to do so, dropboxext64.87.0.dll was locked). Tried the 64 bit installer again, same result. 

In taskmanger, "Servicehost: State repository Service" takes a lot of CPU during this all and keeps doing that until I reboot. 

I do not use VPN of external firewall software. My AV software is a dedicated version of F-Secure, as provided by my ISP (KPN Netherlands).  Disabling it during install makes no difference.

I have been using Dropbox for around 6 years now and it has been absolutely flawless all this time. Until this latest update that seems to break everything. And from what I read online, I am not the only one having problems with it. I hope a solution will be found soon.

Hey Brian M, thanks for the speedy update! 

I'll take that as a win! 🤗

In any case, if you need anything else give me a shout, thanks! 

Thanks for the prompt reply Megan.  There is no particular security software (other than Defender etc) and I have tried it multiple times with no firewall.  There is no VPN or weird router settings that I know of.  The previous version of Dropbox has been running with all the same configurations for a couple of years at least.  There is never any kind of error message.  The exe program shows up in the Task monitor briefly, but with little or no CPU activity associated.   In the registry there was a folder in WOW6423Node called dropboxupdate.  Likewise in the other file locations that were referred to in the advanced instructions - no mention of dropbox - just "dropboxupdate".  I deleted all such folders but they return just the same if the update is run again. 

Well, after all that, and deleting keys and folders yet again, the dropbox installer failed again (error message below) but I tried the version 233.4.4938 (yet again) - and it worked!

Mysterious but thanks very much.

Regards Brian

Hi Brian M, let's jump into this! 

Can you let me know the exact error or behavior that you notice on your end when trying to update our desktop app? 

Did you make sure that this is not caused by security software on your computer or your network settings? Do you have any proxy, VPN, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

Can you try these steps for an advanced reinstall? 

Let me know more, and we'll take it from there!