Windows device- Context menu missing.

[darrylschick]

All of the context menu items dissapeared. I downloaded and reinstalled the latest version and it didn't help.  Also, my files are online-only even though I have selected "Start Local" and restarted the app. Using Windows 10, ver. 54.4.90

[Jane]

Hey darrylschick, thanks for posting us on our Forum, let me send over some tips & we’ll take it from there, I hope you’re doing well today! 

I know that it may sound redundant, but have you tried restarting your pc once (i.e. this will reload the Dropbox visual elements, so it may be a useful troubleshooting step)?

Another possibility is that this issue may be related to other applications on your computer that use the icon overlay and context menu functionality of your Operating System.

As you’ve mentioned you’re on Windows device, please note that Windows has a limit of 15 overlay icons that Windows Explorer can load, and the operating system reserves 4 for its own use. If there are more than 15, then Dropbox's icons or context menus may not show. In case you suspect the cause is located there, you may have a look at the troubleshooting steps posted here (it’s towards the end). 

Following, when it comes to your Smart Sync settings that aren’t loading correctly, I’d suggest unlinking & relinking your account to your pc once. 

Please keep me updated here on how these steps work for you & I’ll do my best to follow-up from where we’ve left off Darryl! 

[darrylschick]

Thank you for the suggestions but the problem was not resolved

- Rebooted the PC

- I looked for the troubleshooting steps for the max 15 icons and cannot find it at the link you provided.  I googled this and found that context items are sometimes hidden if more than 15 files are selected, but I am selecting only one file and don't see any dropbox items (same when selecting any folder).

Here is the menu I am seeing clicking on anything in dropbox.  

I think this problem started when I switched to dropbox Business but am not certain,

What else can I do?

[Jane]

Thanks a lot for getting back to me here darrylschick with this screenshot, it was really useful! 

Based on what I could see, you’re missing the Dropbox sharing options, so it’s highly likely that there’s an underlying syncing issue. 

If so, can you make sure that you’re running the latest Stable Dropbox version on your desktop (54.4.90), you’ve made all OS updates & it’s syncing correctly on your system tray ? For context, are the files you’re placing inside the Dropbox folder on your pc updating normally in your account online? 

Additionally, as you’ve mentioned that you couldn’t find the info in regards to the Windows 15 overlay icons limitation, let me quickly repeat for below: 

Windows has a limit of 15 overlay icons that Windows Explorer can load, and the operating system reserves four for its own use. To find out how many overlays you have registered, you can check the registry:

#1. Press the Windows key + R and enter regedit.

#2. Navigate to the following registry key with this path: 

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\ShellIconOverlayIdentifiers 

#3. Scroll right for complete command line.

#4. If the Dropbox overlays are in the first 15 positions, they will display; otherwise you'll need to make room for them. Please note that this requires you to delete or deprioritize other applications' overlays, so only proceed if you’re sure about what you'll affect. 

#5. If you decide to proceed, you can select individual keys and delete them by right-clicking on the desired key. If you don’t want to delete them, you can rename them and place a Z at the beginning to send them to the end of the alphabetically sorted list. 

#6. Quit explorer.exe and launch again from the Task Manager, or restart your computer. 

#7. Launch Dropbox, and the sync icons should re-appear.

Do let me know of the outcome in your next reply here Darryl & I’ll check back with you asap. Thanks again for your cooperation! 

[darrylschick]

Yes - I am using 54.4.90

Yes - files are syncing

I attached a screenshot of the registry key you mentioned.  All dropbox entries are in the first 15.

Restarted PC.  Still no dropbox entries in right click menus.

Please advise how to fix this.

[Jay]

Hi there, try doing an advanced reinstall of the Dropbox desktop application, this should repair any broken permissions or other registry keys for the context menu that could be affecting this issue.

[darrylschick]

After trying the "advanced install" dropbox is now stuck on "Dropbox is Starting" with message "Updating Dropbox Account" at the bottom.  

I tried closing and restaring dropbox and now when it asks me to enter the 6-digital 2FA code, the "enter your security code" screen freezes.

How do I resolve this?

[Jane · Accepted solution]

Thanks a lot for your ongoing cooperation on this discussion darrylschick, I appreciate your prompt follow-up & the time you’ve devoted in trying the suggested steps! 

This is unexpected & for that reason I’d like to have a closer look on your setup through our Official Support channel. For that reason, I’ve made sure to reach out to you directly via email on my end, so as to further investigate the possible causes together. 

Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly get back in touch with you asap. Thanks again & I’ll be awaiting your next reply!