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Re: Dropbox immediately blue screens on startup (Windows 10)

Blue Screen of Death on Win10

FadedPoppy
Explorer | Level 3
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Good morning.

Apologies for the very vague question.  We are running Dropbox on 2 Win10 PCs.  One runs absolutely fine but, on the other, it will run for maybe 30 seconds and then cause the PC to crash with a Blue Screen of Death.

Could you provide any advice on how I can go about determining what the conflict is that causes this to occur please?

If it's any help, Dropbox will not launch automatically on that PC - it must always be executed manually even though it's setup to launch on Computer start in the Dropbox settings.

Without Dropbox running the PC runs perfectly.

There are a great deal of applications installed on that PC so I'm reluctant to wipe & reinstall everything if there's a solution out there that doesn't require doing so.

This PC also experiences the issue of the browser not refreshing as described in this post here: https://www.dropboxforum.com/t5/Missing-files-folders/Webpage-folder-not-refresh/m-p/322934#M15542.  Chrome auto updates so that shouldn't be the issue.  I'll follow the other suggestions in that post to see if I can resolve that issue.  It seems strange, and probably just coincidence, that this one PC suffers from these two problems but it may be useful for you to know.

Thank you in advance for any assistance.

Jason.

117 Replies 117

Jane
Dropbox Staff
Go to solution
Thanks for pinging me back here with all these extra details @ywllyht
 
I’ve just sent you a brief message, as it would be more efficient to continue working on that through our support system from this point on. Please have a look at your inbox when you have some spare time & we’ll take it from there. 
 
Thanks again for keeping in touch!

 


Jane
Community Moderator @ Dropbox
dropbox.com/support

 

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Susanre
Helpful | Level 5
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Thanks, Jane.  I also received the BAD_POOL_CALLER message on the blue screen.

Mine is also a work laptop, it's a lenovo X-1. 

It is running:

Windows 10 Enterprise 2016 LTSB

Version 1607

OS Build 14393.3326

I get the blue screen as soon as Dropbox starts to sync.  My IT department uninstalled dropbox and now the computer works fine.  They've said they've seen this issue a number of times, and it started about a month or so ago (they think Dropbox must have pushed out a new release then).  Before then, I had no issues with dropbox installed on this laptop (and neither did anyone else at work).

Thanks in advance.

Daphne
Dropbox Staff
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Hey there @AmbrusFernas, thanks for reaching out to us here!

I've merged your post here as it seems that you're having the same issue as described by others.

To have a better look into this I've reached out to you both, @Susanre and @AmbrusFernas, via the emails linked with your Community profiles.

Please just check your inbox when you have a moment and we can go from there if you'd like to.

Thanks!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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PeterDBU
Explorer | Level 4
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Just going back through my post history, it appears it has been 2 weeks since encountering this issue.

My IT department gave me the following diagnostic of this issue:

"This is happening because of the logs being generated by Dropbox. As all logs need to be checked by McAfee, the performance of McAfee is reaching it's maximum which is causing 100% CPU usage."

I was then informed that becasue of this problem, They have implemented a corporate policy to dissable the installation of Dropbox.

I will try to continue working with the dropbox technitican who reached out to me, however I feel that without the ability to install Dropbox I wont be able to assist in this issue.

Jane
Dropbox Staff
Go to solution
Thanks for circling back to us here on the progress @PeterDBU!
 
I could see that our team specialist has suggested adding the Dropbox cache folder to an ignore list, since what you’re experiencing could be happening because your Antivirus picks up the ".dropbox.cache” folder as a false positive. Have you discussed whether that’s possible with your IT? 
 
While I included a copy of your comments on your existing email chain Peter, I'm rephrasing here, as this may be useful to others following this discussion. 
 
Thanks for your ongoing cooperation with our team & your contribution on this thread!

 


Jane
Community Moderator @ Dropbox
dropbox.com/support

 

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carandswe
Explorer | Level 3
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For people using Windows 10 enterprise managed by a central IT, a Windows agent that collect information on PC connected to the domain desn't like the dropbox service. I had this problem on my working computer and our IT fixed it and explain m ethe problem, I can't recall exactly what was the agent they use. Few week after I reinstall my private pc an home and installed dropbox, i used my private account somehow linked to my working account and dropbox was reinstall on my working computer. I managed then to log in, to grant my self admin right for 4 hours through a script provided by our IT, I opened task manager and kill dropbox service, after taht I unistall dropbox on my working pc again and everything when back to normal.

PeterDBU
Explorer | Level 4
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Thanks for clarifying Jane.

Unfortunatly my antivirus is heavily secured and there is no way for me to whitelist any files - as it is all managed through corporate policy

As stated in my ticket and my previous comment, our IT company has extended a different coprorate policy to dissalow installing and running dropbox. Which impeedes my ability to be able to troubleshoot this any further.

Just as a quick aside, is there any way for me to download an offline installer of the current release of dropbox? If it exists I will give it one more try.

Jane
Dropbox Staff
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Sure thing @PeterDBU, you can find the Offline installer here
 
Please let us know how you get on! 

 


Jane
Community Moderator @ Dropbox
dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
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Questions asked in the community will likely receive an answer within 4 hours!)

cstiles
Explorer | Level 3
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Hi Jane - I'm having this issue on my corporate laptop too.  They even gave me a different laoptop and I had the same issue.  It runs with no problem on my personal laptop.  The various errors I have received are:

BAD POOL CALLER

KERNEL_MODE HEAP CORRUPTION

PAGE FAULT IN NONPAGED AREA

Hopefully you've found some resolution for the others - like them, I don't think I can change our corporate anytivirus settings.  Thanks! 

Cynthia

PeterDBU
Explorer | Level 4
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A small bit of optimism from myself.

 

I made an effort to update my antivirus 
(its the only factor I really have control over) 

and installed the latest offline installer from the link you provided Jane.

I have been working for the last 15 hours or so with no issues.

Its possible that my antivus company (McAffe) may have fixed the issue where they overscan files crashing the computer.
(Your milage may vary depending on your antivirus company)  

Not sure if the advanced re-install instructions that the Dropbox technician gave me also were also a factor.

 

EDIT: After 4-5 Days of operating normally - I had another blue screen

Need more support?