Tray icon not visible and tray icon menu is truncated

[pythonomorpha]

I have had a problem with the tray icon of the desktop program for quite a while. The problem appeared after one of the updates.
There is an empty space instead of an icon. What’s worse, if I right-click or left-click on the empty space where the icon is supposed to be, I get a truncated menu, which is not usable (see attached screenshot).

the only way to close the program is by using the task manager and killing the process

I can still access the website and sync works. I’ve got Windows 7
All standard steps have been done to no avail: 1) Deleted and reinstalled the program (the latest version is used) 2) Rebooted the computer

[Megan]

Hey @pythonomorpha, let's look into this together! 

When you say there's an empty space where the icon is supposed to be, do you refer to your task bar menu? 

If so, could you also send me a screenshot of what you see there? 

When did this start happening? 

Let me know more! 

[pythonomorpha]

right, I refer to my taskbar menu.

the icon is supposed to be in the right bottom corner. you can see part of the "dropbox is up to date" message, which appears if you hover the mouse pointer over the icon.

the problem first appeared a few months ago, but I hoped it would go away with one of the updates. it didn't

[Megan]

Hey @pythonomorpha, thanks for the screenshot! Interesting. 

If you click on "Customize..." do you see the icon there, by any chance?

Also, other than the small icon that you see on your task bar, do you see on your desktop our normal, bigger icon that allows you to access your Dropbox folder?

[pythonomorpha]

If I click on "Customize..." there is no icon there as well, just a blank sapce

I don't have a desktop icon

there is a regular icon in my start menu

I cannon access my Dropbox folder by launching Dropbox, as the menu to open a folder is not accessible

I can access my Dropbox folder directly via explorer

[Hannah]

Sorry to jump in here, @pythonomorpha.

Have you perhaps tried the more advanced reinstall of the Dropbox app, to see if that helps?

[pythonomorpha]

advanced reinstall is impossible. the folder cannot be deleted:

note dropbox was uninstalled and PC rebooted. nevertheless some process prevents the deletion of a registry key

if I try to reinstall dropbox  despite this omission, the problem remains

[Megan]

Hey @pythonomorpha, would it be okay for me to reach out via email, in order for us to have a closer look into this?

Let me know! 

[pythonomorpha]

sure, you can reach me via email

[Nancy]

Hey @pythonomorpha, sorry for jumping in. 

I’ve logged a ticket for you, so you can reply back to me, when possible. 

Cheers!