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Re: Blue Screen of Death on Win10

Blue Screen of Death on Win10

FadedPoppy
Explorer | Level 3
Go to solution

Good morning.

Apologies for the very vague question.  We are running Dropbox on 2 Win10 PCs.  One runs absolutely fine but, on the other, it will run for maybe 30 seconds and then cause the PC to crash with a Blue Screen of Death.

Could you provide any advice on how I can go about determining what the conflict is that causes this to occur please?

If it's any help, Dropbox will not launch automatically on that PC - it must always be executed manually even though it's setup to launch on Computer start in the Dropbox settings.

Without Dropbox running the PC runs perfectly.

There are a great deal of applications installed on that PC so I'm reluctant to wipe & reinstall everything if there's a solution out there that doesn't require doing so.

This PC also experiences the issue of the browser not refreshing as described in this post here: https://www.dropboxforum.com/t5/Missing-files-folders/Webpage-folder-not-refresh/m-p/322934#M15542.  Chrome auto updates so that shouldn't be the issue.  I'll follow the other suggestions in that post to see if I can resolve that issue.  It seems strange, and probably just coincidence, that this one PC suffers from these two problems but it may be useful for you to know.

Thank you in advance for any assistance.

Jason.

117 Replies 117

Duckuser
Explorer | Level 4
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Hi Jane,

How do ping the agent? I've been back and forth my email over the last few weeks so dont understand how ive been marked as about to close.

Thanks

victoriaokuneye
Explorer | Level 4
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Any progress on Dropbox end on resolving this issue. I work for a hospital and they said they have dropbox was the source of the blue screen and a number of people have had the issue.

I would like to continue using dropbox but don't won't to risk reinstalling it on my machine if it nothing has changed with this systemic issue.

FadedPoppy
Explorer | Level 3
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Jane,

I do not have any 3rd party anti virus applications installed on this PC - it is using the protection that ships with Win 10.

Jason.

Jane
Dropbox Staff
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Thanks for adding your voice to the feedback we’re gathering @victoriaokuneye!
 
At the moment I’m submitting all reports from this discusison for review. It would be great if you &/or your colleagues reached out to our team detailing us what this looks like on their end & letting us know which AntiVirus you/they’re using. 
 
You can also ask them directly, ping me back here with your findings as an alternative option & we can take it from there. 

Following, you can reply back to the support ticket @Duckuser & your message should re-open the ticket in our technician’s inbox. 
 
To clarify, tickets may close on our system automatically after a certain period of time if you don’t reply. If you’d like to take some more time to gather details, it would be best to let our colleague know. 

Now, it looks like you’re using the Windows Defender @FadedPoppy
 
Since you were the first to post us here on this matter, it would be more efficient if I could access the details we have on file for your account after this point, so I created a support request on our system for you.
 
Please have a look at your inbox when you have some spare time & I’ll touch-base with you soon Jason. 
 
Thanks again for sticking with me here!

 


Jane
Community Moderator @ Dropbox
dropbox.com/support

 

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Questions asked in the community will likely receive an answer within 4 hours!)

victoriaokuneye
Explorer | Level 4
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I believe the antivirus is "system center endpoint protection"/"cylance protect".

Jane
Dropbox Staff
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Hmm, I see.. 🤔 That’s some very useful info @victoriaokuneye
 
Would it be okay if I reached out to you on the email address connected to your Community profile to gather some more info on this matter? If you confirm, I’ll create a ticket on our system & continue this discussion from where we left off here. 
 
Keep me posted please! 

 


Jane
Community Moderator @ Dropbox
dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
:arrows_counterclockwise: Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

carandswe
Explorer | Level 3
Go to solution
  • Symantec DLP agentSymantec DLP agenton my "office computer", it is Enterprice version, what cause the problem is AgentInstall-x64_15_1 (Symantec Corp.) it is also called DLP agent and it collects infromation about sw installed on the PC, we use Microsoft defender aas antivirus. 

carandswe
Explorer | Level 3
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Hi, on my corporate PC, we have Microsoft defender as antivirus and the Symantec DLP agent to collect pc information and status. See

attached picture. Our IT ( we have 26.000 computers) said the DLP agent has a lot of problem with other sw too. So when I called them for my bluescreen problem the asked me if I had dropbox installed, I said yes, then when computer started, he stopped the dropbox service before windows would load it and he has uninstalled dropbox.Symantec DLP agent.jpg

carandswe
Explorer | Level 3
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Of course you can write me directly to my register email. Cheers Carandswe

Jane
Dropbox Staff
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Thanks for detailing me your discoveries @carandswe
 
Following-up from your request, I’ve made sure to message you on the email address connected to your Community profile. Feel free to ping me back there when you have some spare time & I’ll check back with you soon. 
 
Thanks again for keeping in touch on the Community! 

 


Jane
Community Moderator @ Dropbox
dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
:arrows_counterclockwise: Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

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