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Desktop app saying "Reconnecting to the internet. This may take a moment" on Windows 10

A few days ago Dropbox Desktop (Basic plan) stopped synchronizing with the cloud: neither files that I update in my computer are uploaded nor files that other upload into the share folders. The message that appears is "Reconnecting to the internet. This may take a moment". Nothing has changed in the PC, no updates, and the network works well except for this. There are other, older posts with similar issues, but I have not seen a solution so far. They mention a problem with the firewall, which I check and does not seem to be my case.

Any advice on how to address this?

OS: Microsoft Windows 10 Pro, Version 10.0.19045 Build 19045
Dropbox version 211.4.6008

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Jay

Just to check, can you access the normal https://www.dropbox.com/ site in your browser?

Could you try these steps to help locate the issue, namely checking the date/time and disabling any security software. Are you on a personal or company-network?

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Jay

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

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!

FBenitez

Hi Jay, thanks for your quick answer.

Nothing to my knowledge has changed over the weekend, and it worked before. I have no VPN or proxy, no other antivirus is being used. I do not think that anything from the router has being changed either.

I tried closing and opening Dropbox again, re-starting the PC and re-installing Dropbox; no success.

Jay

Could you check the proxy settings in the Dropbox desktop application preference by using these steps?

Could you try setting it to 'No proxy' to see if this helps?

FBenitez

The custom proxy settings option is off; I tried turning it on/off again, but the problem is not solved.

Jay

Just to check, can you access the normal https://www.dropbox.com/ site in your browser?

Could you try these steps to help locate the issue, namely checking the date/time and disabling any security software. Are you on a personal or company-network?

FBenitez

Hi Jay!

Thanks to your suggestions I discovered that the issue lies on our company network: by creating a personal connection point from my smartphone I could solve the problem.

We will talk to IT to solve the issue then, since does not seem to be something related to Dropbox.

Thanks a lot!

Jay

Glad to have helped out with this issue, and I hope that they're able to restore access to Dropbox for your convenience!

Theresa

Hey @FBenitez ! Welcome to the Dropbox Community 👋.

Awesome to see you got to the root of your issue - fingers crossed your IT team can get that connection sorted out soon 🤞.

I’m Theresa, one of the Community Managers here 👩‍💻. I’d love to hear how you’re using Dropbox in your day-to-day. It’s always cool to learn about different workflows, and who knows, we might have a few tips to make things even smoother for you and your team ✨🤝.

Looking forward to hearing your Dropbox story 💌,

T 😸 (Dropbox Community Manager)