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Dropbox Capture won't start after system reboot or restart

Dropbox Capture won't start after system reboot or restart

Steve-S
Explorer | Level 4

Hi,

 

I'm on Windows 10, Dropbox Pro Plan, and really would like to use Dropbox Capture.
However after installing it only works until I reboot or restart the PC.
After a restart there's no taskbar icon.
Manually starting the app (via start menu) etc. silently fails (no message whatsoever) and there's also no indication in the task manager of it running.
Shortcuts don't work either.
Only if I remove the app and re-install it will work again, but only until the next restart.

As I said I really like Dropbox Capture and would love to replace SnagIt, but I cant' just install the app every time I need to take a screenshot etc.

Is there a known fix to this?
Thanks a lot,

Steve

9 Replies 9

Walter
Dropbox Staff

Hey there @Steve-S, sorry to hear you're having issues with this.

 

Could you please take a look at your system tray for the Dropbox Capture icon and let me know if it's running now?

 

If it is, could you access the app's settings and navigate to the Advanced tab under Preferences to see if the option to 'Launch on startup' is checked?

 

Thanks a bunch, Steve. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Steve-S
Explorer | Level 4

Hey,

 

thanks for the quick reply.
When I said "taskbar,"  I meant "system tray", sorry,  should have been more clear.

There's also no system tray icon 😢

Walter
Dropbox Staff

Can you try searching for the app on your computer and running it from there @Steve-S?  

 

If not, you can try reinstalling it too. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Steve-S
Explorer | Level 4

Sigh, quoting my initial post:

 


Manually starting the app (via start menu) etc. silently fails (no message whatsoever) and there's also no indication in the task manager of it running.
...
Only if I remove the app and re-install it will work again, but only until the next restart.







 

 



 

Walter
Dropbox Staff

Thanks for pointing this out again for me, Steve.

 

Would it be OK if we reached out via email to have a further look internally at this point? 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Steve-S
Explorer | Level 4

@Walter wrote:

Thanks for pointing this out again for me, Steve.

 

Would it be OK if we reached out via email to have a further look internally at this point? 


Yeah, sure 😎
I would love to get this fixed, also for the benefit of other users

Walter
Dropbox Staff

Sure thing, Steve - you've got :envelope:

 

As for this affecting other users, note that I'm using Windows 10 on my personal computer and never had an issue with Capture while I'm not aware of any similar reports on our Community either. 

 

 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Graham
Community Manager

Hi @Steve-S,

 

I hope you're doing well today!

 

I just wanted to let you know that our engineers are fully aware of this issue and they are currently working on a solution for you. 

 

In the meantime, would you be able to tell me if your main.log file is located at %appdata%/../Local/Packages/dropboxcapture  or %appdata%\Roaming\Dropbox-Capture\logs? This will help with the work our engineers are doing.

 

Thanks!

Graham

Steve-S
Explorer | Level 4

Hi Graham,

 

thanks for the reply.
I did a search (with Everything) for "main.log" and the only Dropbox related entry was this:

C:\Users\<myusername>\AppData\Local\Packages\DropboxInc.49937EE97073A_xbfy0k16fey96\LocalCache\Roaming\Dropbox-Capture\logs\main.log

I did start Dropbox Capture manually.

Hope that helps in a way - or feel free to ask for any info that might be useful.

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    Steve-S Explorer | Level 4
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    Graham Community Manager
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    Walter Dropbox Staff
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