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My desktop app is constantly crashing. Can you help?

My desktop app is constantly crashing. Can you help?

alex78
Explorer | Level 3

i can't sync, app constantly crashing with error 
"C:\Program Files (x86)\Dropbox\Client\91.4.548\dropbox_nucleus.dll"

we have business account with unlimited plan

16 Replies 16

Re: My desktop app is constantly crashing. Can you help?

Lusil
Dropboxer

Hey there @alex78, thanks for checking in with us. 

In your case, could you try reinstalling the desktop app? To do this

  1. Save and quit all programs that access files in the Dropbox folder.
  2. Stop the desktop app from running by clicking on the Dropbox icon next to your computer's clock, selecting your avatar, and clicking on Quit Dropbox.
  3.  Uninstall Dropbox.
  4. Reboot your computer to make sure the uninstall is complete.
  5. Download and install the newest version of the desktop app.

Let me know how it goes!

PS. For anyone else reading this, please bear in mind that if you're on a Basic (free) account, there's a three device limit and you'll have to make sure that you've got less than three devices connected to continue.


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: My desktop app is constantly crashing. Can you help?

alex78
Explorer | Level 3

It does not help.

app doesn't even start downloading

synchronization 1112 files....... and constantly crashing

business account with unlimited plan

Re: My desktop app is constantly crashing. Can you help?

Lusil
Dropboxer

Thanks for trying that out for me, @alex78

How about an advanced reinstall? Maybe that will do the trick. 

Keep me posted!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: My desktop app is constantly crashing. Can you help?

alex78
Explorer | Level 3

this is not good, I have 16Tb data, re-synchronization will take a very long time

Re: My desktop app is constantly crashing. Can you help?

Lusil
Dropboxer

Thanks for your swift reply, @alex78

I'd be happy to have a more in-depth look into this with you, but we'll have to continue via email. 

In this case, could you submit a ticket to our Support team and let me know the ticket ID that gets created (eg. #1234567)?

Thanks again!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: My desktop app is constantly crashing. Can you help?

alex78
Explorer | Level 3

Ticket #10338694: DB: My desktop app is constantly crashing

Re: My desktop app is constantly crashing. Can you help?

Lusil
Dropboxer

Awesome, @alex78. I found your ticket and can see that a member of my team just replied to you.

I've also passed your comments along to them, so when you get the chance, check their latest reply and don't hesitate to get back to them with any further info. 

In the meantime, if you have any other questions, just give me a shout. Cheers!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
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Re: My desktop app is constantly crashing. Can you help?

nexgenmusic
Helpful | Level 5

I can confirm that I have been having the EXACT same issue on Windows 10 with the same Dropbox release 91.4.58 in our main recording studio PC which is a BEAST of a machine.

Windows Even Viewer showing errors with dropbox_nucleus.dll. We are in a loop of it crashing -> needing to restart -> it indexes a few files -> then crashes again. Rinse and repeat. We have literally had to "babysit" the PC to keep resarting Dropbox manually when it crashes.

We have lost over $10K's worth of studio time work (and still counting...) dealing with this since Friday, and I was on with Dropbox Business support for hours on Friday, but they since have disappeared over the weekend. As an IT professional this appears to be a bad release put out as stable...

We are so messed up by this that we are buying a couple a NAS devices later today and will be setting up our own automatic Sync solution because we absolutely CANNOT afford to be down like this. Dropbox is Business is really up NOT to the task... Totally disgusted

Re: My desktop app is constantly crashing. Can you help?

alex78
Explorer | Level 3

we can’t sync for 2 weeks, support is not responding.
we pay big money for a service that does not work

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    knoten Explorer | Level 3
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    alex78 Explorer | Level 3
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