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Desktop app: no internet connection/ can't connect on Windows device.

I became aware that my Dropbox app stopped synchronizing two days ago. After trying several things I did an advanced de-install.

Then installing again with the 'offline installer'. The normal one didn't work, because it said there was no internet connection. The connection was all the time established and even with the firewall off, it didn't work.

The app is now installed, but still tries to make a connection.

I found a lot of posts with connection problems, but nothing helped to me.

Please advice.

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Megan

Hey @RonNL60, welcome to our Community!

Just to check, can you access the normal site in your browser?

Also, I know you mentioned your firewall, but are you certain that you don't have any proxy, VPN, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

This will help me to assist further!

RonNL60

Hi Megan,

I can access the normal Dropbox site in my browser. Also the dropbox app on my smartphone is working. Only the Dropbox app on my Windows 11 desktop can't make a connection.

I did the following tests / checks:

(Temporarily) turn off the Windows Defender Firewall.
Dropbox is an allowed application to communicate via the firewall.
Automatic proxyconfiguration: off
Manual proxyconfiguration - proxyserver: off

The problem started about now three days ago, regarding the timestamp of the synchronized files. No changes were made at my computer in that period.

As mentioned I removed the previous app on my computer. Again installing didn't work. Mentioned error "no internet connection".
I was able to install the app with the file "Dropbox 211.4.6008 Offline Installer.x64.exe". But alas, again the earlier mentioned error.

Megan

Hey @RonNL60, let's try one more thing.

Would you mind removing your device from the Security page online, uninstall the app one more time and then reboot your computer.

While you do that, make sure to temporarily disable the Windows Defender Firewall, and then reinstall the app using the offline installer that can be found here.

RonNL60

Hi Megan,

I followed your instructions:

removed my device on the security page,
uninstalled the app,
reboot my computer,
turned off my firewall,
installed the app with the offline installer.

The app is installed, but with the same result: the error that no connection could be made with the internet.

Translation from Dutch to English:
No internet connection
Your computer is offline. Check your network connections.

I waited for about 15 minutes and only then turned my firewall on.

Megan

If you create a new user profile on your computer, do you notice the same issue there @RonNL60?

RonNL60

I created a new, local, account. From within this account I started the Dropbox app. Unfortunately again the error "no internet connection".

Nancy

@RonNL60, can we log a ticket for you as the next step? It’ll be easier to investigate this way.

RonNL60

Hi Megan, of course no objection for a ticket. Anything that can help is welcome.

Megan

Hey @RonNL60! Happy Monday.

I just created a ticket number on my end for you, I'll see you there!