The "Couldn't load folders" error can appear when trying to open Selective Sync settings while a firewall or Internet filtering service is in place. This can happen for instance while you're connected to your work or corporate network, where that type of filtering software is usually used by network administrators.

What you can do about it: check your computer to see if you have any Internet security software enabled, try temporarily disabling it and then see if the Selective Sync settings window loads correctly.

Alternatively, you could try to temporarily use a different Internet connection (such as the personal hotspot on your mobile phone) and see if you still get that error message.

Hope this helps,

Razvan

Jay

Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

soloelsie

Hi Razvan,

Thank you for your advice!

I am working on my private computer and my dropbox account is not linked to my workplace. I have no firewalls in place either.

Any other ideas?

Thanks

Elizabeth

soloelsie

Hi Jay

I do not have any proxy, VPN, firewall, security software, or ISP/router settings that interfere. My laptop (Mac) is linked to my private Wifi and that's it.

Any ideas what I could do, please?

Thanks

Elizabeth

Jay

From which country or region are you currently using the Dropbox desktop application?

soloelsie

Hong Kong

Razvan

Since you mentioned being in Hong Kong, your Internet service provider could be analyzing traffic using a technique called Man-In-The-Middle. The Dropbox desktop application has safeguards built-in against the use of this technique. For displaying the list of folders in Selective Sync settings window the desktop application needs to talk to the Dropbox servers in a secure way, without its traffic being analyzed in the above-mentioned manner.

Could you try using one of the many available VPN services and see if that fixes the issue?

Hannah

Hey @soloelsie, can you also let us know more about what happened after you reinstalled the Dropbox app?

soloelsie

Hello Hannah

The same thing happens all over again.

Thanks

Elizabeth

soloelsie

When I open my Dropbox selective sync doesn't work. And the right click option doesn't have the "online only" option.

Please help!

Razvan

Have you tried using a VPN and connecting to a UK or US server and see if you still get the Selective Sync error?

soloelsie

Hello,

I tried a VPN. Still same issue on my home computer. Selective sync works on my work computer. I've put in photos which might help. Also, on the top hand right corner of my home computer, the dropbox says "Beta" on the top left-hand corner. Any advice welcome.

Thanks

Elizabeth

Jay

Thanks from the info. Given your current location, it's possible that your app isn't able to access the necessary servers to amend certain Dropbox settings, even while using a VPN.

I'm sorry I can't be more helpful on this matter.

soloelsie

Any thoughts of how I can fix this? Otherwise I would have to stop using Dropbox and I really don't want to!

Any ideas welcome

Jay

You could try contacting the team to see if there is any additional assistance they can provide.

Razvan

Since selective sync works on your work computer, but not on your home one, it appears the issue can be isolated to your home computer. Sometimes third party software (like security software) can route your computer’s traffic through a software proxy, in order to analyze it, which could explain this behaviour. Here are the steps to check if a proxy is in place:

1. On your Mac, go to System Preferences then go to Network. The network settings window will appear.
2. If you are connected to your home network via Wi-Fi, select Wi-Fi from the list on the left, then click the Advanced... button on the right.
3. In the window that appears, click the Proxies tab from the top part of the window.
4. On the Proxies tab, in the list of protocols displayed under the "Select a protocol to configure" heading, see if any of them have a checkmark next to them.
6. If any of the protocols are checked, try unchecking them, then quit Dropbox app from the menu icon, wait for it to stop, start it again and see if the selective sync settings still show that error message.

Hope this helps,
Razvan

soloelsie

Hello!

I have reformatted my laptop and reinstalled Dropbox. The problem was connected to the device. Thank you again for your support!

Elizabeth