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Desktop app stopped working.

aurora5000
Explorer | Level 4

Two weeks ago the desktop app on my windows 10 pc stopped working.

I turned on my pc and noticed dropbox isn't running. The dropbox icon isn't in the "hidden icons" list on the taskbar. It shows on the start menu but when I click on the application, nothing happens.
I tried to uninstall, delete folder and then reinstall several times, but nothing helped.

When re-installing, as soon as the installation ends, instead of the app popping up with login and syncing options, nothing happens. The Dropbox system folder appears under "program files", but no dropbox shared folder created.

 

I tried contacting support over the past two weeks (ticket #5364134) but to no avail. I guess they are either too busy to help a paying non - "business" user, or have no answers.

 

Dropbox is the backbone of my workflow as a freelance illustrator, so I'm really desperate to find a fix for this.

Anyone experienced a similar probloem? Any tech support people around here who can look into it?

I'm on the latest version I beleive, 17.4.34, with pro plan.

1 Accepted Solution

Accepted Solutions

Re: Desktop app stopped working.

JRZim
Helpful | Level 5

Hey so I had the same problem and solved it thanks to awesome (easy, prompt, not too complex, friendly, helpful) assistance via the support chat. Would definitely recommend making direct contact: https://www.dropbox.com/support

In my instance the issue seemed to be with running a beta version and the support gave me a link to the part of my account where I could uncheck the 'run beta versions' option and then download the latest stable version of Dropbox. Right now it is busy updating all of my files from the past few days when it has not been syncing to my desktop! Meanwhile I have received an email with the chat history and a second one from the support person (Blake) so that I can follow up directly with the same person if the problem persists. Cannot fault this level of support!

View solution in original post

19 Replies 19

Re: Desktop app stopped working.

Dropboxer
Dropboxer

@aurora5000 wrote:

Two weeks ago the desktop app on my windows 10 pc stopped working.

I turned on my pc and noticed dropbox isn't running. The dropbox icon isn't in the "hidden icons" list on the taskbar. It shows on the start menu but when I click on the application, nothing happens.
I tried to uninstall, delete folder and then reinstall several times, but nothing helped.

When re-installing, as soon as the installation ends, instead of the app popping up with login and syncing options, nothing happens. The Dropbox system folder appears under "program files", but no dropbox shared folder created.

 

I tried contacting support over the past two weeks (ticket #5364134) but to no avail. I guess they are either too busy to help a paying non - "business" user, or have no answers.

 

Dropbox is the backbone of my workflow as a freelance illustrator, so I'm really desperate to find a fix for this.

Anyone experienced a similar probloem? Any tech support people around here who can look into it?

I'm on the latest version I beleive, 17.4.34, with pro plan.


Hi there,

 

I'm a tech support person! Thanks for the link to your ticket, let me have a look into it and I'll respond back on it.

 

Thanks for flagging the issue.

Re: Desktop app stopped working.

aurora5000
Explorer | Level 4

Hello Ross,

Unfortunately the responses I got from tech support in recent days weren't very helpful, some were even totally irrelevant to my issue (just a copy paste of a response to a different problem :/ )

Since I had no choice, I formatted my PC.

I proceeded to install Dropbox again, and it worked, untill I shut it down from the app tray.

It wouldn't launch again after that.

I understand it must be a weird or unusual issue, but I'd expect the representatives to at least read my mail and not just shoot out a random copy-paste response.

I tried to install an older version of dropbox, but it doesn't work as well.

Unfortunately I'll have to terminate my pro membership for now, and hope that a newer dropbox version will fix the problem although I doubt that since older versions are acting the same. I assume it's a problem with my account but I won't format my PC again just to check that...

 

Re: Desktop app stopped working.

der_muff
Explorer | Level 4

Hi!

 

I have the same problem with the Non-Pro-Version. The App just stopped working while I was working on a file with LibreOffice in a shared folder. Re-Installing, uninstalling, delating does not solve the problem. I did not contact the support for now so at least I can not report on this problem.

 

@Aurora5000

I use f.lux for a view days now and there are some general performance problems including network at f.lux startup. Do you use f.lux too?

Re: Desktop app stopped working.

Eugenio B.
Explorer | Level 4

I can't understand why Dropbox does nothing about this kind of issue.

I've stated that my Dropbox app is still running in background, as i can see it in Task Manager. However, it doesn't sync anything, and it is like it wasn't there.

 

I've already reinstalled app, deleted app, change windows permissions, execute some repair tool thast was said in other response, whatever... with no results...

I've send a request, but response was useless.

I'm a Dropbux user from several years, but i'm thinking to replace the cloud service with other, like OneDrive, or even Google Drive.

Couldn't this be solved with a revision to the desktop app and new version??
Couldn't Dropbox identify the problem and tell how their desktop app could work well in Windows 10?

 

I'm getting desperate, because i still like Dropbox, but with no sync... it is not possible...

Re: Desktop app stopped working.

MattP
Explorer | Level 3

Similar problem.  Dropbox desktop app just keeps quiting.  I can start it again, but next time I come back to my computer, it's stopped again (and therefore not syncing).  Very frustrating.

Re: Desktop app stopped working.

Dropboxer
Dropboxer

Hey @MattP

 

Welcome to the Dropbox Community! 

 

Just as a point of reference, could you let me know what you can see once you hover your mouse over the Dropbox icon on your system tray? If you’re seeing that you’re running the latest stable desktop version 35.4.20”, then Dropbox should be working correctly, so there's something killing the application in the background (probably another application).  

 

Also, depending on your operating system, you could check the the Dropbox icon on your system tray to diagnose the cause of the behavior. 

 
Of course, I'm always here to go through some troubleshooting with you, once you give some more details on what you're seeing!
 
Looking forward to hearing back from you! 

 


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

 

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Re: Desktop app stopped working.

paulgeer
Explorer | Level 4

his happens to one of my users on a regular basis, is there anything in Windows that could be causing dropbox to stop operating normally ? And have you managed to stabilise the performace of the app? Any advice appreciated

Re: Desktop app stopped working.

MattP
Explorer | Level 3

Oops - I've only just seen your reply too my post, sorry Jane.  I seem to have the latest version of the Dropbox desktop app installed.   Nothing via the system tray icon appears to be of any help.  Of course, when the app stops working, there is icon in my system tray, until I restart the app.

Any suggestions would be appreciated, as this is still a huge problem.

Re: Desktop app stopped working.

Dropboxer
Dropboxer


Of course, when the app stops working, there is icon in my system tray, until I restart the app.
Hey @MattP

Can you clarify please: when the app stops working, is the small Dropbox icon in your system tray, or is it gone? 

Thanks



Sanchez
Moderator @ Dropbox
https://dropbox.com/support


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Questions asked in the community will likely receive an answer within 4 hours!)

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