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When I try to open my files within the Dropbox folder, Explorer crashes. I'm on Windows.

When I try to open my files within the Dropbox folder, Explorer crashes. I'm on Windows.

TitoritoTito
Explorer | Level 3

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 17

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. 


Walter
Community Moderator @ Dropbox
dropbox.com/support


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TitoritoTito
Explorer | Level 3

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.

 

2023_07_21_000.png2023_07_21_001.png

Hannah
Dropbox Staff

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?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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TitoritoTito
Explorer | Level 3

Hello!

First I apologize for the delay in answering, I have been away these days.

Exactly Hannah, as you say with the application and process completely closed the problem persists, I have to uninstall the application to be able to enter the directory and open all the files with the same normality as in other windows explorer directories. Without uninstalling, it is impossible to open the files in the main dropbox directory or in any subdirectories.

Regarding what you say, I don't have a VPN or antivirus installed, just standard Windows security and its firewall. But I have not made any changes so that dropbox suddenly stops working for me. Beyond the changes that Windows may have made for some reason or update. In the firewall I have the dropbox.exe allowed.....

Thank you very much for the help.

Nancy
Dropbox Staff

Hi from me as well, @TitoritoTito!

 

If you right click on your local Dropbox folder and go to its Properties, can you let me know how many files seem to be local at the moment?

 

You can also upload a screenshot of what you see if you prefer (just make sure to hide your username).

 

Also, since you mention that the issue persists while the Dropbox app is closed; do you have any other third-party apps running at the same time that could be interfering? What do you see if you open your task manager?


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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TitoritoTito
Explorer | Level 3

Hello!

Here I attach the properties of the dropbox directory. 61 files and 16 directories.

I have tried deleting all dropbox content after making a copy elsewhere on my hard drive, after uninstalling dropbox. I have logged in to the web and indeed it looks empty. I have installed the latest version of dropbox and started and synchronized without documents, and the same thing, just copy a file and I can't open it from windows explorer. I have tried rebooting into safe mode with network options enabled, and it works perfectly, I can browse all directories and open files. I get back to the desktop with a normal reboot and I'm still stuck.

Could it be some service or other process that conflicts?

 

dropbox_properties.png

Megan
Dropbox Staff

Hi @TitoritoTito, thanks for the added info! 

 

Can you try to perform an advanced re-install following these steps? 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Здравко
Legendary | Level 20

Hi @TitoritoTito,

Did you intentionally set your Dropbox folder as read only or this is some kind of mistake? 🧐 Try wipe this flag out from the Dropbox folder and all its content (files/subfolders).

Good luck.

TitoritoTito
Explorer | Level 3

Hello, thank you very much for your answers.

I have done the advanced re-installation and everything remains the same, no difference.

Regarding the read-only attribute, I have removed it, and also in all subfolders and files, and everything remains the same. That is so by default, since by installing dropbox in a different directory, the same "Dropbox" parent directory that is generated has the same read-only attribute.

I'm a bit desperate, what could have happened to the computer for this to happen suddenly?... also in safe mode it works fine...

Need more support?
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  • User avatar
    TitoritoTito Explorer | Level 3
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    abdullahhhh01011 New member | Level 2
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    Nancy Dropbox Staff
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