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Dropbox not installing on Windows 10

Explorer | Level 4

Hello,

I have Dropbox Plus, which I've been using for about five years now on my Windows 10 machines. A few weeks ago, Dropbox suddenly stopped working. Its icon didn't appear in my system tray icons, and it wouldn't load when started - it would show up in Task Manager and then disappear after maybe 5 seconds.

I've uninstalled and reinstalled dropbox several times. When it tries to install, it downloads Dropbox successfully, then says "Installing Dropbox..." for about 30 seconds, and then the installation window disappears. All Windows explorer windows close when this happens. Dropbox is then listed under "Apps & features", but nothing happens when I load it.

Partially with input from Matt from Dropbox support (who have since become unresponsive and unhelpful despite reminder emails), I've tried the following to fix the problem:
- I've deleted the cache so it can rebuild.
- I've installed several older version listed as stable on the Dropbox community forum, as well as several stable offline versions.
- My system administrator has given my user account full access to the dropbox folder
- I've disabled antivirus, firewall, proxy, and VPN software.

- I've made sure the system time is up do date.

- I've updated to the latest windows 10 build.

- I've tried installing on a different account (with administrator privileges) on the same computer - same error.

- I've cleared the registro of "Dropbox" and "DropboxUpdate folders.

- I've removed the Dropbox folders from the %APPDATA%, %PROGRAMFILES%, and %PROGRAMFILES(x86)% folders.

- I've checked my IT person (I'm faculty at a major research university) that the local network settings are not the problem. 

- The Dropbox Mobile app does install without problems.

I'm at a loss how to solve this problem, and Dropbox is critical to my work. Can you please help?

Thank you!

Jasper

33 Replies

Re: Dropbox not installing on Windows 10

Dropboxer
Hey Jasper (@jaspernl) , thanks a lot for your detailed message here & your description of the issue you're encountering installing our application; I understand that you've already done some advanced troubleshooting via your email correspondence, hence we'll take it from there. 
 
As I'd like to help you reach a viable resolution soon, I could see on my end that our team specialist has replied to you as of yesterdayon your open discussion. You may have a look at your inbox for their latest message at your convenience & please keep them updated on this email chain if you need further assistance on your initial inquiry, as they have more advanced tools at their disposal. 
 
Following, based on our description Jasper, it seems that there’s something blocking the installation from being carried as expected. If you rule out all other parameters (eg. local firewall & network settings & restrictions) & you still face this issue, please let me know here & I’ll make sure to reach out to you on my end, so as to put your inquiry to the attention of a team specialist again.  
 
I hope that this is helpful & I’m always here in case you’d need further assistance, just keep me updated in your next reply & I’ll do my best to check back with you! 

 


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

 

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Re: Dropbox not installing on Windows 10

Explorer | Level 4

Hi Jane,

 

Thank you for your quick response. I checked with my system administrator in my department at UCLA and she notes 

"Dropbox not installing is not due to any network related issues, full stop. The Windows 10 Dropbox mobile application works fine on Jasper's computer, meaning the service and ports are not being restricted. We have other faculty using Dropbox without any issue on our network. Jasper's issue is that the Dropbox installer terminates prematurely, without finishing. Not network issues. We've tried installing Dropbox with antivirus software disabled and it still would not complete. "

 

I've asked your support team member Matt for more support, but he kept asking me to do basic things I had already done (like using the offline installer, and disabling antivirus) and was repeatedly not responsive to my request to "escalate the issue, or give me a list of things that might work instead of just sending me one suggestion that I might have already tried every few days." So I don't see much point referring back to him.

 

Keeping in mind everything that my IT admin and I have already tried (listed in my original post), what else do you suggest we can do to fix this problem?

 

Thank you,

 

Jasper

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Re: Dropbox not installing on Windows 10

Dropboxer
Thanks a lot for your swift reply here on the matter Jasper & for all your time & efforts! 
 
As you’ve already done some advanced troubleshooting with our specialized technician, I’ve made sure to reach out to you directly via email on my end (note: I’ve merely done so, as your previous ticket had closed on our system due to inactivity). Based on your description, it appears that this matter will have to be re-evaluated, so I can make sure to forward your request to a higher-level specialist, who’ll further advise how to resolve this issue. 
 
I’ll be awaiting your next email & have a great weekend until we talk again Jasper! 

 


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

 

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Re: Dropbox not installing on Windows 10

New member | Level 2

Hi I'm having the exact same symptoms on a business account.  Please reach out with a solution.

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Re: Dropbox not installing on Windows 10

New member | Level 2

After the windows 10 update on Friday dropbox no longer works.  The icon is missing and files not syncing.  In task manager there is a "Dropbox Service" but nothing else like on the other computers where it is working.   I have reinstalled many times even under a different user, run as administrator, av switched off, cabled ethernet instead of wifi, revo uninstaller but the outcome is the same every time

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Re: Dropbox not installing on Windows 10

Dropboxer
Sorry to hear you’re having an issue with this installation Flaccid!
 
As I’d like to check on your setup more closely, I’ve created an email on our system on your behalf. Whenever you have some spare time, please have a look at your inbox for my email & I’ll make sure to promptly follow-up with you asap. 
 
Looking forward to hearing from you via email & I hope you have a wonderful week ahead!

 


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

 

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Re: Dropbox not installing on Windows 10

Helpful | Level 5

I have the exact same issues except Dropbox has never installed properly on my brand new Windows 10 machine.  I have done most of the items listed in Jaspernl's list and nothing helps.  I've found other posts online describing the exact same issue but I have yet to find any posted solutions.  Please keep us up to date with progress.

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Re: Dropbox not installing on Windows 10

Dropboxer
Hey britzema, thanks for checking in on our Community on this matter, I’d happily follow-up with you with the steps that worked for Jasper & we can take it from there! 
 
For starters, as I’d like to understand exactly what you’re experiencing & follow the troubleshooting you’ve already done so far, I’d greatly appreciate it if you could include what you’ve already tried from the pointers Jasper posted above. Can you let me know of that in a bit more detail in your next post here? 
 
Moving forward, you may keep in mind that following the steps outlined in the resource below seemed to do the trick on this particular case for the OP (i.e. jaspernl). Whenever you have some time, can you give it a go & let me know of the results in your next reply? 
 
 
Many thanks in advance for your cooperation & I’ll be awaiting your next update on this discussion. Enjoy the rest of your day until we talk again! 

 


Jane
Community Moderator @ Dropbox
https://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!)

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Re: Dropbox not installing on Windows 10

Helpful | Level 5

Hi Jane,

As mentioned, I'm working with a brand new Windows 10 machine.  Dropbox won't finish installing (seems to crash windows explorer).  Something is blocking it and I also can't run a program called Krita on my machine. 

I looked at your link above and that process is for Windows 7 - there is no way to shut off hardware accelaration in Windows 10.  I even unistalled my Intel 620 display driver and the nvwgf2um.dll file doesn't exist on my computer.

The only thing that's worked is running in Safe Mode.  I was able to finish the Dropbox installation and run Dropbox in Safe Mode.  I could also run that Krita program.  After rebooting, the problems resume.

As for things I've tried, here's a list:

- I've deleted the cache so it can rebuild.
- I've installed an older version listed as stable on the Dropbox community forum.
- My system administrator has given my user account full access to the dropbox folder
- I've disabled antivirus, firewall, proxy, and VPN software.

- I've made sure the system time is up do date.

- I've updated to the latest windows 10 build.

- I've cleared the registro of "Dropbox" and "DropboxUpdate folders.

- I've removed the Dropbox folders from the %APPDATA%, %PROGRAMFILES%, and %PROGRAMFILES(x86)% folders.

- I've checked my IT person that the local network settings are not the problem. 

 

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