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Dropbox doesn't load after Windows 10 1803 update - HP machine

Explorer | Level 4

After updated to Window 10 version 1803, dropbox  won't load. No error message appear. The dropbox background process simply dissappear and won't start. Tried on several similar HP machine, same thing happened.

 

Troubleshooting that failed:

1. Normal restart by double clicking on the shortcut

2. Normal uninstall and reinstall

3. Advance uninstall and reinstall using offline installer

 

Temporary solution succeed:

Create new user profile and install dropbox under new user. After install, dropbox can be used but when windows restarted, the problem repeated again.

 

Current solution:

revert back to Windows 10 version 1709.

 

Please advise on permanent solution. thanks..

 

 

1 Accepted Solution

Accepted Solutions
Highlighted

Re: Dropbox doesn't load after Windows 10 1803 update - HP machine

Helpful | Level 6

@mohye We have a resolution!

Update the Wacom AES Digitizer Driver from your Models HP Support website. The faulting version was 7.3.4.35 and we updated to 7.3.4-52 Rev.A which was released July 11th 2018 for our HP Model.

 

We found that this was the cause by looking at an app crash log. This can be found in C:\ProgramData\Microsoft\Windows\WER\ReportArchive.

There will be a folder called AppCrash_Dropbox.exe and a file within call Report. Open in notepad and find the following

 

Sig[3].Name=Fault Module Name
Sig[3].Value=ISD_Tablet.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=7.3.4.35

 

A quick google search found that this relates to Wacom Pen drivers. Usually installed by default on HP Machines.

 

Now this raises two questions. 1. Why is Dropbox attempting to load this DLL? and 2. Why has this suddenly stopped working?

 

I will be raising this with our account manager for further investogation by Dropbox.

View solution in original post

25 Replies 25
Highlighted

Re: Dropbox doesn't load after Windows 10 1803 update - HP machine

Dropboxer
Dropboxer

Sorry to hear about this @mohye - let's take a look into this!

 

First off, thanks for sharing all the troubleshooting steps you already took - much appreciated.

 

As you mentioned the advanced re-install did not work for you even while using our offline installer, can you please let me know if there's any antivirus/security programs/firewall or even a proxy setting that could be preventing our app from connecting normally

 

Thank you in advance for your response!



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


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Highlighted

Rif.: Dropbox doesn't load after Windows 10 1803 update - HP machine

New member | Level 2
New member | Level 2

@mohye  ha scritto:

After updated to Window 10 version 1803, dropbox  won't load. No error message appear. The dropbox background process simply dissappear and won't start. Tried on several similar HP machine, same thing happened.

 

Troubleshooting that failed:

1. Normal restart by double clicking on the shortcut

2. Normal uninstall and reinstall

3. Advance uninstall and reinstall using offline installer

 

Temporary solution succeed:

Create new user profile and install dropbox under new user. After install, dropbox can be used but when windows restarted, the problem repeated again.

 

Current solution:

revert back to Windows 10 version 1709.

 

Please advise on permanent solution. thanks..

 

 


Same situation here.

Win version 1803

No firewall in use, only windows one. Deleted without solving.

The antivirus used is Kaspersky. Added every exclusion without solve. Uninstalled without any success.

Hard uninstall and install again, no way.

Creating a new account didnt solve for me.

My customer doesn't want to get back to the older win version.

Since this isnt an isolate situation, I think there's a problem with 1803 version.

Any advise for an other solution?

Thank you i advance.

Highlighted

Rif.: Dropbox doesn't load after Windows 10 1803 update - HP machine

Dropboxer
Dropboxer

Sorry to hear this affects you as well @kksan.

 

The best way to continue troubleshooting this from here on would be via email as account specific information will be needed to look into this behavior. As you mention there's nothing blocking our software from connecting and you've probably (correct if I'm wrong) tried an advanced reinstall using our offline installer , please log a ticket with our support team so we can have a look into this internally with all of our tools available. 

 

Let me know a ticket ID once you do if you'd like me to investigate this along with you. Thank you!

 

PS: Kaspersky's known issue is outlined here, if you'd like to have a look. 



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


Heart Did this post help you? If so, please give it a Like below.
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Rif.: Dropbox doesn't load after Windows 10 1803 update - HP machine

New member | Level 2
New member | Level 2

Thanks for answering.

Everything you said is correct, i also tried with offline installation without any success.

Unfortunatelly I opened a ticket in my native language, Italian, Ticket #8163853.

Everything I had until now, its a copy-paste of knowledge base about troubleshooting common errors, surely without even reading my request.

If needed, the ticket can be also scaled in your english support team, I understand english but I lack on grammar :D

Thanks for your support

Highlighted

Rif.: Dropbox doesn't load after Windows 10 1803 update - HP machine

Dropboxer
Dropboxer

Thanks for providing me with the ticket's number @kksan!

 

I've run a search on our system and I'll work on it with the agent already handling it so we can communicate in Italian for your own convenience. 

 

Note that if this is in regards to another account other than your own, you should prompt the end-user (your client?) having the issue to write in to our support team using this page. 

 

In any case, I'm following up via email so please check your inbox for my update on this one. Thank you! 



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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Rif.: Dropbox doesn't load after Windows 10 1803 update - HP machine

New member | Level 2
New member | Level 2
That's hard for me because the service is used by a customer which can't leave me all his data to manage the request, also because of European GDPR.
The other problem is that my customer has no time and doesn't want to manage these activities because we are here for that purpose.
I opened the ticket with an old personal email, that's all.
I think I have to wait for a solution/update. Guess the problem isnt isolate and I hope production team heard about this issue.
Regards,
Highlighted

Re: Dropbox doesn't load after Windows 10 1803 update - HP machine

Explorer | Level 4
the only protection is windows defender. and no proxy used..

Highlighted

Re: Dropbox doesn't load after Windows 10 1803 update - HP machine

Dropboxer
Dropboxer

Thanks for the replies @kksan & @mohye! Hope this finds you well. 

 

First off @kksan - sorry to hear that - we can only troubleshoot account specific inquiries with the account's owner. You can always have them submit a ticket from their email address which would then enable us to have a look into this issue with all of our tools available. 

 

@mohye : I have reached out to you via email to have a better look into this internally. Check your inbox for my email and we'll take it from there. 

 

Thank you and have a great day! 



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


Heart Did this post help you? If so, please give it a Like below.
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Re: Dropbox doesn't load after Windows 10 1803 update - HP machine

Explorer | Level 4

I have replied email u. thank you.

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