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Dropbox app on Window 11 unable to connect to Internet, does not retain autostart or proxy setting

I just downloaded and installed the Dropbox app to my Win 11 Pro system, but it is unable to connect to the Internet. I saw that some people were able to resolve this issue by turning off their proxy settings, so I tried that, quit the app, and restarted it, but the setting change I made does not stick. The app reverts to "auto-detect" every time I restart it. Incidentally, I also unchecked the box for autostarting with the computer, but that box also reverts to its default checked state ever time I quit the app and restart it. (The setting changes are retained until I tell the app to quit--I checked that.) Proxy is off in my OS settings, and automatically detect proxies is also off in my OS settings. I have also tested the app on different wifi networks, some without firewall blocking, the native firewall is off on the computers I've used, and I have tested the app on systems with different antivirus apps, but I get the same result on every installation, every computer, every network, so I don't think it's a problem with firewall or wifi settings.

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Jay

Hi @DBVWarchitects, thanks for bringing this to our attention.

Could you attach a screenshot showing what you're currently experiencing on your device?

Were the other machines you tried also on Windows 11?

This will help me to assist further!

DBVWarchitects

This is what the app shows. There's not much to see--the app is not finding whatever it needs on the Internet.

I have tried this with both Windows 10 and Windows 11 systems--exactly the same results with all tests.

Jay

You've mentioned using this on different machines. Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

Are the different networks all using the same ISP by any chance?

DBVWarchitects

No proxies or VPN. We do have a firewall, so I used (with permission) our neighbor's wifi for a test to eliminate our firewall as a factor, but had exactly the same experience on the neighbor's wifi. We do share the same ISP--Cox Business, but they're a major provider, so I don't think they have some odd, obscure restriction that would block Dropbox. We do of course have a router and security software, but I manage it and we do not block based on domain name. I did temporarily drop all restrictions on my firewall, but that made no difference. And, as I said, I tried a completely different network. I have looked at that extremely long list of Dropbox domain names, and several of them do not even resolve to an IP address, no matter what device or network I use, including my cell phone using Verizon's data network, so I find the list to be frustrating and really not very helpful.

Jay

If you're not on a Dropbox Basic plan with more than 3 devices connected, could you try an advanced reinstall of the app using the steps in this link?

DBVWarchitects

What if I am on a Basic plan? Is this experiment still worth trying?

DBVWarchitects

I decided to try the procedure anyway, even though I have a Basic Dropbox account, and I am unable to delete folder C:\ProgramData\Dropbox because the user, which has local admin rights, does not have permission to delete the log file in the Update\Log subfolder. I tried to take ownership, but it won't let me do that either.

Jay

Yes, provided you don't have more than 3 devices connected, since there is a limit to the number of devices you can connect when using a Basic plan.

DBVWarchitects

Well right now none of my devices are connecting, but hypothetically, if there were already three devices connected somewhere, would the fourth and subsequent installations exhibit the symptoms I'm seeing; i.e., the app is unable to connect to the web?

Anyway, I did try the experiment (see my earlier post above), reinstalled the app, and still the same issue. I tried three different networks, same result with all. Windows 10 computer.

Jay

Thanks for the info, in order for us to determine if this is an issue related to your user profile, please create a brand new local Operating System user profile with administrator rights in which we'll try to reproduce the behavior, using these steps:

Windows 10 and 11

Once the new user profile is created, please log in to this new user profile and install the latest version of Dropbox here. Enter your username and password when prompted.

During the installation process, you can use Selective Sync preferences to download only some of the folders that your account has in order to test how the application behaves in this newly created profile.

Please let me know how it goes.

DBVWarchitects

Hey Jay,

I just installed the latest version of the Dropbox app on a different Win 11 system here, and got exactly the same result. I should add that I never even get to log into Dropbox, presumably because the app never even connects to the web.

Thanks,

George

Walter

Thanks for keeping us in the loop on this, George.

May we reach out via email to have a further look internally at this point?

DBVWarchitects

Yes, absolutely; please do. Thanks.

Walter

Sure thing, George. You've got :envelope: