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Can't uninstall from XP

New member | Level 2
New member | Level 2

The DropBox application is causing me some trouble on an XP VM.  It fails to uninstall. 

A dialog box recommends reviewing the log file :

Here are the contents of that log file:

Traceback (most recent call last):
  File "dropbox", line 2, in <module>
  File "multiprocessing\__init__.pyo", line 84, in <module>
  File "_multiprocessing.pyo", line 12, in <module>
  File "_multiprocessing.pyo", line 10, in __load
ImportError: DLL load failed: The specified module could not be found.
Traceback (most recent call last):
  File "dropbox", line 2, in <module>
  File "multiprocessing\__init__.pyo", line 84, in <module>
  File "_multiprocessing.pyo", line 12, in <module>
  File "_multiprocessing.pyo", line 10, in __load
ImportError: DLL load failed: The specified module could not be found.

I'd like to get this removed since support for XP has ended.

If anyone has any advice, I would be very appreciative.

Thanks!

 

1 Accepted Solution

Accepted Solutions
Highlighted

Re: Can't uninstall from XP

Dropboxer
Dropboxer

Hey there @kps101 - sorry to hear you're having issues uninstalling our software from an outdated XP Virtual machine.  

In order to fix this issue, would you mind opening the "Task Manager" by right-clicking the taskbar and clicking "Start Task Manager". Then please click on the "Processes" tab to see if there are any other processes associated with Dropbox that may be preventing Dropbox from being removed from your device. You may need to click "Show processes from all users" to check all processes.

After uninstalling please make sure to delete the remaining Dropbox system folders (it's OK if you don't find a Dropbox folder in any of the following locations).

    1. Open a Windows File Explorer (not Internet Explorer).
    2. Type %LOCALAPPDATA% into the address bar and press enter.
    3. In the next window, delete the folder named Dropbox. A prompt to enter your computer administrator password (not your Dropbox password) may appear.
    4. Repeat these steps with the following folders. Deleting any of these folders will not delete the files in your Dropbox folder.
      • %APPDATA%
      • %PROGRAMFILES%
      • %PROGRAMFILES(x86)%

Keep me posted on your progress please. Thanks!

 



Walter
Community Moderator @ Dropbox
https://dropbox.com/support


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View solution in original post

7 Replies 7
Highlighted

Re: Can't uninstall from XP

Dropboxer
Dropboxer

Hey there @kps101 - sorry to hear you're having issues uninstalling our software from an outdated XP Virtual machine.  

In order to fix this issue, would you mind opening the "Task Manager" by right-clicking the taskbar and clicking "Start Task Manager". Then please click on the "Processes" tab to see if there are any other processes associated with Dropbox that may be preventing Dropbox from being removed from your device. You may need to click "Show processes from all users" to check all processes.

After uninstalling please make sure to delete the remaining Dropbox system folders (it's OK if you don't find a Dropbox folder in any of the following locations).

    1. Open a Windows File Explorer (not Internet Explorer).
    2. Type %LOCALAPPDATA% into the address bar and press enter.
    3. In the next window, delete the folder named Dropbox. A prompt to enter your computer administrator password (not your Dropbox password) may appear.
    4. Repeat these steps with the following folders. Deleting any of these folders will not delete the files in your Dropbox folder.
      • %APPDATA%
      • %PROGRAMFILES%
      • %PROGRAMFILES(x86)%

Keep me posted on your progress please. Thanks!

 



Walter
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
Tips & Tricks Find new ways to stay in flow or share your tips on how you work smarter with Dropbox.

View solution in original post

Highlighted

Re: Can't uninstall from XP

New member | Level 2
New member | Level 2

Hi Walter,

Thank you for the reply.  I just checked the processes and there doesn;t seem to be any related to DropBox.  I had previously prevented it from launching at startup to try and resolve this.

Here is what I see:

 Capture2.JPG

 

Thanks!

Highlighted

Re: Can't uninstall from XP

Dropboxer
Dropboxer

Sorry this persists @kps101 - did you go through my other suggestions by any chance? 

Could you forward a screenshot of the error you get when uninstalling as well while you're at it? Also, have you performed a hard reboot at all on the affected device recently?

Thanks! 

 



Walter
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
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Highlighted

Re: Can't uninstall from XP

New member | Level 2
New member | Level 2

Sure.  I just did a reboot on the VM and then tried uninstalling Dropbox:

Capture3.JPG

After clicking "OK", it "hangs" here:

Capture4.JPG

Should I remove the folder you mentioned even though the uninstalled failed?

Thanks!

Highlighted

Re: Can't uninstall from XP

Dropboxer
Dropboxer

Yes, please give it a go @kps101! Should this issue persist though, please let me know so I can reach out via email to the address you use for your forum's profile so we can have a look into this internally with all of my tools available. 

Thanks again! 



Walter
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
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Highlighted

Re: Can't uninstall from XP

New member | Level 2
New member | Level 2

Walter,

Deleting the recommeded files has seem to fix the problem.  Thank you for your help.  Have a great week.

Thanks!

Highlighted

Re: Can't uninstall from XP

Dropboxer
Dropboxer

Glad to hear this worked after all @kps101 - have a good one too 



Walter
Community Moderator @ Dropbox
https://dropbox.com/support


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