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Level 4

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

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..

 

 

23 Replies
Dropboxer

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

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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Level 2

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


@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.

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Dropboxer

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

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


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Level 2

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

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

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Dropboxer

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

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


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Level 2

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

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,
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Level 4

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

the only protection is windows defender. and no proxy used..

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Dropboxer

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

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


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Level 4

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

I have replied email u. thank you.

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