Desktop app freezes while opening any file in one folder

[Lukaskotas]

Hi guys! I have got a problem with my dropbox. While I want to open any file in one folder in my dropbox app in Windows, it freezes and then drop down. I have tried to restart computer, dropbox and even to reinstal dropbox and nothing works out. Really struggling with this.

Thank you for your advises!

[Mark]

Is it just one folder or them all?

What version of the app are you using?

[Rich]

---

@Lukaskotas wrote:

While I want to open any file in one folder in my dropbox app in Windows ...

---

And just to be clear, the Dropbox app doesn't open files; your operating system and the application for a specific file type do. How, exactly, are you trying to open the files, and what application are they opening in?

[Jane · Accepted solution]

Hey Lukaskotas, 

Welcome to our Forum & thanks for checking in with us here on this inquiry, I'm just checking back with you on the prgress of your inquiry, have you been able to resolve that?  

-Firstly, let’s locate the source of the discrepancy. Can you make sure that you’re running the latest Dropbox version (48.4.58) on your desktop & it’s running correctly in the background (i.e. all Dropbox-related icons are loading correctly for you / )? Also, have you made all latest OS updates locally? 

 -Additionally, are you getting any error messages when you’re trying to open your files? I’d appreciate it if you included a screenshot (omitting personal info) of what you’re seeing in your next message here, so that we check the case & send over the most relevant next steps.

I’ll be awaiting your next reply & I’m wishing you a lovely week ahead! 

[sfclevenger]

My new Surface Pro has Windows 10. I downloaded the Dropbox app and I can see my files, but dropbox freezes if I try to open anything.  It is very frustrating because I am writing a paper and I can't access my previous work.  Can anyone help?  Sharon 

[Walter]

Hey Sharon ( @sfclevenger) - sorry to hear about this cumbersome situation - I'll try to help!

Let's take a look into this together! 

First off and to make sure we're on the same page, can you please let me know if you are running the desktop app or the mobile application on your Surface Pro?

If you're running the desktop app and you're fully synced then you should see a tick followed by the words “Up to date” when you mouse over the app's icon (in your taskbar). If you do not see this then, can you please let me know what the message being displayed there reports?

In the meantime, mind that you can always download any files you might need for quick access via our website ( no larger than 20 GB). 

If this persists, please try re-installing our app using the offline installer and let me know how it goes. 

Finally, if you notice this behavior with only specific files or files of a specific type, do let us know. 

Let me know what you find and we'll take it from there Sharon - thank you!

[sfclevenger]

Thank you Walter! I think I am using the regular desktop app for Windows 10.  It says up to date when I hover over the icon on the toolbar at the bottom of the screen.  When I click on the dropbox icon, it opens a file with all of my Dropbox items in it.  I can open pdf and photo files (I just found that out!) but no word files. Word is open on my desktop, but it doesn't matter if it is opened or not.   Any ideas?  Sharon

[Walter]

So you have these Word files inside your Dropbox folder but when you try to open them nothing happens? Are you getting any errors by any chance @sfclevenger? Mind sharing a screenshot? 

[sfclevenger]

Hi Walter, no error messages. It just freezes and never corrects.  Sorry. I wish I could give you more information.  I can open the files if I go to the online Dropbox but not from the icon or folder on my computer.  Weird.  

[Walter]

Can you open these files when you're not running our app at all?  To help isolate this issue, could you please try quitting the Dropbox application by using the following steps:

• Click the Dropbox icon in your system tray
• Click on the gear icon in the Notifications panel and select "Quit Dropbox"

Should this persist with Dropbox closed, the cause is related to something outside of the Dropbox application. You may want to check other applications or components of your Operating System that could be causing this Sharon.

Let me know how this goes please.