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Can't reinstall on Windows 7

Explorer | Level 4

After receiving the message, during boot up, that my version of Dropbox was outdated, I downloaded the new installer.  It was then that I noticed that the Dropbox destop app wasn't actaully running.  So, I started it, and it appeared to be starting normally --- but it ran just briefly (30-60 seconds) before stopping.

 

So, I downloaded and attepted to run the installer, hoping that the update would overwrite whatever the problem might have been.  Like the desktop app, it tried to start and then stopped.  (I never received the Windows warning "Do you want to allow this program to make changes to your computer?" etc.  It only asked for permission to execute, and then the Task Manager showed it starting and then stopping after 2-3 seconds.)

 

I have tried the following, without success:

 

1)  uninstalling the program, using IObit's uninstaller, with the "powerful scan" to clear out leftover folders, registry entries, etc.

2)  running the installer package

3)  running the installer in compatibility mode

3)  running the most recent version's (and several past stable versions') offline installer

4)  running the most recent beta version installer
5)  rebooting numerous times

6)  starting the computer in clean-boot mode

7)  checking Windows' firewall for blockage

smiling face with sunglasses  manually searching for and deleting any Dropbox folders (in AppData/Roaming, e.g.)

9)  unlinking the desktop machine from Dropbox

 

No matter what I try, the same thing always happens:  The progam asks for permission to execute, and when I run it, nothing happens --- NOTHING.  The only evidence I have of the program *attempting* to run is by watching the "processes" in Windows Task Manager.  The Dropbox Update exe process appears on the list of processes for a moment or two, and then disappears.

 

For what it's worth, the Dropbox.exe.log in the AppData/Roaming showed the following error:

 

File "dropbox", line 2, in <module>  

File "multiprocessing\__init__.pyo", line 84, in <module>  

File "_multiprocessing.pyo", line 12, in <module>  

File "_multiprocessing.pyo", line 10, in __load

ImportError: DLL load failed: The specified module could not be found.

 

But I have no idea if that message is relevant to the installation problems.  (And that was before uninstalling.)

 

Dropbox runs and updates fine on my laptop (Windows 10), but I cannot resurrect it in any form or fashion on my Windows 7 desktop.  I've exhausted every suggestion that I can find and would be extremely grateful for guidance.

5 Replies

Re: Can't reinstall on Windows 7

Dropboxer
Hey there, @kmcguire, welcome to our forum! 

The error you provided form the log is associated with the startup process of our app, so I can’t say if it is now applicable to your situation. 

In any event, the error indicates a possibility that incorrect permission levels were set when our app was installed. The procedure to rectify this begins with verifying that Windows UAC levels are set to default. We would then properly uninstall our app, and then re-install the latest stable build by downloading the installer and double-clicking on it to execute (not right-click - Run as admin). 
At this point, if asked for Windows’ admin username and password, it should be provided. 

Of course, disabling anti-virus, and other security programs during installation, is recommended, as well as any other apps that may be somehow interfering or blocking our installer from executing properly. 

There was a case I ran into recently where another app (Boxifier) was blocking our installer face without mouth!

See if you can’t get this going, and if not, go ahead and write in to our support team here https://t.co/HWF7u81OSj so one of our agents can investigate further with you, and get this over the right specialist if necessary. 

Let me know what you get a chance. 
Thanks, and have a great weekend!



Sanchez
Moderator @ Dropbox
https://dropbox.com/support


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Re: Can't reinstall on Windows 7

Explorer | Level 4
Sanchez,

MANY thanks for your assistance! You mentioned Boxifier as a possible problem, and that turned out to be the culprit.

I am a Boxifier user, who uses it to give Dropbox access to an external drive, and I had not considered it as a potential complication. Once I neutralized it, the Dropbox installer ran perfectly! (I removed it, reinstalled Dropbox, and then reinstalled Boxifier. But I later discovered that there is actually an option in Boxifier's preferences to prevent Dropbox from updating! I've unticked that option, and hopefully that will eliminate future conflicts of this sort.)

Thanks so much!
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Re: Can't reinstall on Windows 7

Community Manager
Community Manager
Would you mind taking a minute of your time to fill out a survey sharing your experience using our Dropbox Community? You can access it here: http://bit.ly/2lNKIxT

Thank you!



Ed G
Community Manager @ Dropbox
https://dropbox.com/support


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Re: Can't reinstall on Windows 7

Dropboxer
 
Perfect! I’m glad you were able to get this taken care of 👍

Thanks for letting me know. 
Cheers



Sanchez
Moderator @ Dropbox
https://dropbox.com/support


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Re: Can't reinstall on Windows 7

New member | Level 2

kmcguire,

Unchecking "prevent Dropbox from updating" does the trick. I was having the same issue as you. When I read your post I simply uncheck that option and the installer worked as it should. 

Thanks all.

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