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Dropbox desktop app not logging in - MacBook

I recently joined Dropbox and am able to use the web version without any problem

However, the desktop app doesn't seem to be working on my MacBook at all.
It keeps trying to log in, and the loading wheel keeps turning forever and ever. I have tried uninstalling and reinstalling the application thrice already.

My colleagues do not seem to be facing this issue (on much older laptops)
MacOS - Sonoma 14.1

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Accepted answers

Simran97

Hi Andrea,

I have figured out on how to resolve this issue and the app now seems to be working fine on my laptop.
All you would have to do is
1. Uninstall your Dropbox application
2. Ask your Admin to remove your account from the business team and transfer all your files to their account.
3. Once that is done, let them have you added back to the team. You would get an email saying the person has invited you to a folder on dropbox.
4. Download the app through the steps that it take you through.

Let me know if this worked for you as well.

All comments

Jay

Hi @Simran97, thanks for bringing this to our attention.

When you uninstalled and reinstalled the app, did you do an advanced reinstall of the app using the steps in this link?

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

This will help me to assist further!

Simran97

Hi Jay,

Thankyou for getting back to me.

I have just purchased a new MacBook and at the moment do not have any VPN, or security software.

I have tried reinstalling the software with an offline downloader link as well, and it still has the same problem. Screenshot 2023-11-16 at 9.49.32 AM.png Dropbox - Set Up Dropbox 2023-11-16 at 9.49.1edit4 AM.jpg

Hannah

Hey @Simran97, if you click on the Dropbox icon, then on the gear icon, then on "preferences", and then go to the "account" tab, are you able to sign in from there?

Simran97

Hi Hannah,

Not able to sign in from there too. Screenshot 2023-11-16 at 3.33.52 PM.png

Nancy

Hi from me as well, @Simran97!

Just to clarify, did you also try Jay’s suggestion above, and performed an advanced reinstall?

Simran97

Hi Nancy,

I have tried to follow the instructions in the link for advanced resinstall, however, I am not sure I got it right.
I am not much of a tech savvy and I was not able to follow the steps for the terminal application.
Is there anyway someone from the team could support me via team viewer?

Nancy

@Simran97, if you’ve tried our offline installer via this link, and it didn’t work, can we log a ticket for you instead, and message you to this email address?

Simran97

Hi Nancy,

Yes please.
I actually already have a ticket, however, I still am not able to access the desktop app.

Would appreciate any help that I could get to get this started.

Nancy

Thanks, @Simran97! I was able to locate your ticket in our system.

I’ve also left an internal note with your convo here for our team to see. Please review their latest email, when you can, and reply back to them.

Andrea_sa

Hi everybody, I have exactly the same problem. Has there been a fix yet?

Jay

Hi @Andrea_sa, have you tried contacting the support team to investigate this in more detail?

Simran97

Hi Andrea,

I am still not able to log in.
However, please see below the email I have received from the support team:

If you're having connection problems or elements of the Dropbox application that are failing to load, this usually means there is an antivirus, firewall, security program, proxy or VPN blocking the Dropbox desktop client.

If you have any of the mentioned software running, please either add Dropbox to its whitelist, remove Dropbox from its blacklist, or temporarily disable or uninstall them to continue troubleshooting. For more information on firewalls, please see our Help Center article here:

https://www.dropbox.com/help/23

The Dropbox client uses SSL to establish a secure connection to our servers. To ensure this is working properly, your system time should be correct and your security applications should allow Dropbox to connect. To learn more, please see our Help Center article here:

https://www.dropbox.com/help/159

If you have a proxy set up on your computer or network, please enter your proxy host and port information into the Preferences panel of the Dropbox desktop application.

1) Locate the Dropbox icon and menu from the system tray (Windows) or menu bar (Mac/Linux).
2) Right-click (Windows/Linux) or click (Mac) on the icon to access the Dropbox desktop application menu.
3) Click on your profile picture or initials to the right of the search bar (Windows & Mac).
4) Select "Preferences" from the Dropbox menu. Select the "Proxies" submenu or tab.

Dropbox proxy settings allow you to set the proxy type, server, port, and login information. For example, a common port for proxies is 8080.

Dropbox can also fail to connect due to proxy settings which may have been changed either by other programs or by your network administrator. If you're having connection problems even though you haven't set up a proxy server, try going to the Preferences panel as described above and setting your Dropbox proxy settings to "No proxy." If you have set up a proxy server, please double-check that your system's proxy settings are still correct.

For more information on proxies, view the Dropbox Help Center article here:

https://www.dropbox.com/help/21

If the issue persists, it is possible that the issue you are seeing is due to an antivirus or other type of security program blocking Dropbox from connecting to our servers.

To resolve this issue, please try temporarily disabling or uninstalling your antivirus or security program, and then restart your computer.

If the issue is resolved after temporarily disabling or uninstalling your antivirus or security program, you should ensure that you configure these applications not to block Dropbox if you choose to reinstall these.

You should also ensure that your local network connection settings allow access to Dropbox domains. If you are on a corporate network and are not sure if the Dropbox domains are accessible on this network, you may need to contact your company's network administrator or IT. You can view this list of domains used by Dropbox on the Dropbox Help Center article here:

https://www.dropbox.com/help/217

Do let me know if any of the above helps you. I'm not sure why mine doesn't work still.

Jay

HI @Simran97, did this information help you to login to your account? If not, have you replied to the support agent regarding this matter?

Andrea_sa

yes, waiting for their replay. It smells like a bug with the Macos system

Simran97

Hi Andrea,

No it is still not syncing. I am still in touch with Support team but no solution yet.
It's been over 10 days since I am facing this issue and honestly at this point am very frustrated.

Andrea_sa

Hi Simran97, same here. I need it for work and they are being very slow. I will keep you updated!

Simran97

Yes, same here. Not sure if our business team should go ahead with purchasing the annual subscription if the app would not sync on my laptop.

Megan

Hey guys!

I went ahead and located both of your tickets on our system, and also passed my comments to the agents working on your case in regards to this.

The priority of them has also been raised to "High". If you need anything else, I'll be one post away!

Simran97

Hi Megan,

Thankyou for your response.
I cannot emphasize enough on how frustrating this is getting. It is getting really difficult to get work done in the office because of the Dropbox app not working.

In the past I have had an issue with another software and the support team actually got on call with me and resolved the issue over team viewer.
Can the same be done here? I have no idea why this is taking too long.
The support agent working with me on this has been trying her best, but there doesn't seem to be any solution yet.
I may have uninstalled and reinstalled the app over 15 times already by now.

Simran97

Hi Andrea,

Megan

Thanks for sharing this with everyone here on the thread to see @Simran97!

I appreciate it, and if this doesn't work, I'm always here to help.

Christophe92

Please fix a good solution with the business team?

Isn't normal that we have to disconnect from the company and connect back?

Simran97

Hi Christophe92,

I had the same issue with my business account.
And thats the only thing that worked.
You could ask your team admin to transfer the files to their account and then have them add you back.

Christophe92

I found the issue.

Limit of maximum number of devices was reached on your account.
The admin removed other devices, allowing me to log in again.