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When I try to open my files within the Dropbox folder, Explorer crashes. I'm on Windows.
Hi there,
First I introduce myself, I am Roberto from Spain, it is a pleasure to be here with you.
I have never had any problem with the desktop version of Dropbox, but recently it is impossible to open files from the dropbox directory, on my windows 10 laptop. Every time I open the dropbox directory, the explorer crashes, it keeps thinking with the mouse pointer in the shape of a circle. I can not open the files, no photos, no text or anything.
If I close the application process, the same thing happens, it doesn't respond, but if I uninstall dropbox, the directory and subdirectories work perfectly and I can open the documents. It doesn't sync anymore though. I only have two devices with dropbox installed.
If I reinstall it, it crashes again as soon as I open the directory. I have tried the versions: 178.4.4811, 175.4.5569 and 168.4.4802 in both 64 and 32 bit. I have also tried uninstalling the latest windows updates.
If I make changes to a document through the mobile, or add another file, they are updated on the laptop, but I cannot open them. Curiously, through the icon of the tray, where you can see the latest changes in files, I can open them there, but if I want to open a specific one that hasn't changed for a long time, I can't locate it to open it.
Has something similar ever happened to you? How did you solve it? I have looked in the photo but I have not found my problem.
Thank you very much for the help.
17 Replies
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- Walter
Dropbox Staff
Hey TitoritoTito - sorry to hear you're having issues with this.
Could you let us know the exact OS version of your computer and send us a screenshot of the app's exact status and version as shown in your system tray at the moment?
Also, do you happen to be running any antivirus, firewall or VPN/proxy on your computer?
Let us know more and we'll take it from there, Roberto.
Hello good Morning. Thanks for the quick reply.
Yes of course. I attach a screenshot with my version of windows, and another with the status and version of the dropbox. In the latter, the status says "Updated" in Spanish.
Thank you very much for the help.
- Hannah
Just to confirm, if you close the Dropbox app completely, does the issue persist, TitoritoTito?
How about any security apps, like Walter mentioned? Do you have any antivirus/VPN/firewall etc. that might be causing this?
- Megan
Hi TitoritoTito, thanks for the added info!
Can you try to perform an advanced re-install following these steps?
"Hello Roberto,
Welcome to the community! It's a pleasure to have you here.
I'm sorry to hear about the trouble you're facing with Dropbox on your Windows 10 laptop. Your detailed description of the issue is really helpful for troubleshooting.
It's unfortunate that opening files from your Dropbox directory is causing the Windows Explorer to crash. This kind of situation can be quite frustrating. Since you've already tried various versions of Dropbox and even considered Windows updates, here are a few additional steps you might consider:
Compatibility Mode: Right-click on the Dropbox executable file, go to 'Properties,' and under the 'Compatibility' tab, try running it in compatibility mode for a previous version of Windows to see if that resolves the issue.
Selective Sync: While you mentioned that syncing is not an issue, it might be worth checking the selective sync settings to ensure that all files and folders are selected properly.
Clear Cache: Sometimes, cached data can lead to unexpected behavior. You could try clearing the Dropbox cache by stopping Dropbox, deleting the contents of the '.dropbox.cache' folder, and then restarting Dropbox.
Windows Event Viewer: Check the Windows Event Viewer for any specific error messages or events related to the crashes. This might provide additional insights into what's causing the problem.
Contact Support: If you're still facing the issue after trying these steps, it might be a good idea to reach out to Dropbox support. They might have additional troubleshooting steps tailored to your specific situation.
Remember, technology can be a bit finicky, but with some patience and exploration, issues like these can often be resolved. I hope one of these suggestions helps you get your Dropbox working smoothly on your Windows laptop again.
Best regards,
AbdullahHello abdullahhhh01011!
First of all, thank you very much for your encouragement, and for such an elaborate answer/suggestion, your interest is appreciated. It took me so long to reply because I'm on vacation in a village with no internet access.
Regarding the points you mention, I found the release of the cache very interesting and I have tried it without satisfactory results. I also found the windows event viewer very interesting, and I have verified the error that is produced, but no matter how much thought I have given, I have not achieved anything, it seems that it is related to the DistributedDOM.
Regarding starting Dropbox in compatibility mode, I have tried it, but also without success. Although I don't think this will help much as the directory access problem occurs even with the dropbox app not started. In other words, the process is closed, and I can't open the main directory, it keeps thinking, and it can't open files or anything. The only way to be able to safely navigate in that directory and open its subdirectories and files is by uninstalling dropbox, in that case everything works perfectly... it's very curious.At the moment I'm getting by with the other Windows user that I created to collect the photos when I synchronize the phone, to archive them locally on my hard drive.
Thank you so much.
