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My desktop app requests to be updated but the installer won't run, any help?

Helpful | Level 6

My dropbox asks to be updated, but when I download the installer, it won’t run and update it.

I’ve tried enabling the firewall, and it didn’t work.

 

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1 Accepted Solution

Accepted Solutions
Highlighted

Re: Install won’t work

Dropboxer
Dropboxer

Hey people - sorry to butt in here (and I know it may sound far fetched) but do any of you have an app called 'Boxifier' installed on the affected devices?

I'm only asking as we had similar reports about this in the past from people running this application (i.e. Boxifier).

In case you have this application installed please navigate to the "Boxifier" settings, un-check the box next to "Block Dropbox updates" and apply this change.

Then, restart your computer and try replicating the issue again. If the issue persists, or you never had "Boxifier" installed on this computer, please let us know so we can continue the investigation.

Thank you  all!



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


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View solution in original post

33 Replies 33
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Re: Install won’t work

Dropboxer
Dropboxer
Hey there @Diego5,
 
It could be possibly that your antivirus or firewall is blocking the installer from running, could you ensure that Dropbox is whitelisted within these softwares or even try temporarily disabling them and try running the installer again?
 
Otherwise, can you try downloading and installing with the offline installer from here to see if that does the trick? 
 
Finally, can you let me know the OS version of the device that you’re trying to update the app on? Should you receive any errors along the way, please send me a screenshot of this.
 
Let me know how it goes - Thanks!

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


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Re: Install won’t work

Helpful | Level 6

Daphne, as I said in my message I deactivated the firewall (and antivirus goes with it).

I forgot to mention, but also tried to use the offline installer suggested in the FAQ for this problem.

Nothing worked. I have no error message. The installer simply doesn’t run. I’m on Windows 10 Pro.

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Highlighted

Re: Install won’t work

Dropboxer
Dropboxer
Hey @Diego5,
 
Thanks for the clarification, I wasn’t sure since you mentioned enabling the firewall so I just wanted to make sure. 
 
Can you try doing an advanced reinstallation of the desktop app? You can find the exact steps outlined here in our Help Center article. 
 
Let me know how it goes - Cheers!

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


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Re: Install won’t work

Helpful | Level 6

Hello, Daphne.

I did as requested, and the installer does not work. I click it twice (as requested in the instructions) and nothing happens.

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Re: Install won’t work

Dropboxer
Dropboxer
Hey @Diego5,
 
To do some further investigation into this, would you mind if I reached out to the email address associated with your Community profile?
 
Otherwise, if you already submitted a ticket with our Support team then please feel free to let me know the ticket reference number (eg.#1234567) so that I can follow up there with all the info provided here.
 
Let me know - Thanks!

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


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Re: Install won’t work

Helpful | Level 6

Please, do reach. BEST

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Re: Install won’t work

Dropboxer
Dropboxer
I’ve reached out to your email @Diego5, please just check your inbox when you have the time and we can continue from there.
 
Cheers!

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


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Re: Install won’t work

New member | Level 2
New member | Level 2

Hello, did this issue get resolved?  I'm having the same issue and tried the steps mentioned in this thread as well.  Thanks

Highlighted

Re: Install won’t work

New member | Level 2
New member | Level 2

Hello, have you tried unistalling the one you have, and then download again the app and try to install it?

I would suggest you run advanced system care or any other thing that cleans your PC, because sometimes its residual files that wont let you do that.
also before running the installation click with your right mouse and execute as administrator!

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