The desktop app is stuck connecting on my macOS Sequoia 15.4.1 and it doesn't sync new files.

Thanks Nancy.

I uninstalled my antivirus and VPN. But what eventually solved it, I believe, was connecting to my phone internet and keeping my internet router off for few minutes, to then connect back to it. Thanks. I thinking loading previews of Lightroom classic was confusing Dropbox too, which by a force quit of Lightroom that was solved too.

All comments

Hi @Farhang223 - sorry to hear you're having issues with this.

Can you please clarify the status and version of the Dropbox desktop app as shown in your menu bar?

If you could also send us a screenshot of any errors you're seeing, I'd appreciate it.

Thanks!

Thanks Walter.

Here the version, status, and the error in two screenshots.

Thanks Walter.

Please see below.

Did you make sure that this is not caused by a security software on your computer or your network settings @Farhang223?

Does this persist after quitting and relaunching the Dropbox desktop app and/or rebooting your internet router?

Thanks Walter. Can confirm that I did all of these, but it did not help.

The problem very much coincides with upgrading my MacOS, and also it is not like something entirely blocks dropbox. It gets connected at times, but most of the time cannot connect.

Nancy

Hi from me as well, @Farhang223! Does the issue persist when your Dropbox app is updated to our newest stable app version?

As for the security software that Walter mentioned above, can you clarify what type of software is currently running on your device? Do you have an antivirus enabled perhaps, or a firewall/proxy?

Thanks Nancy.

Megan

Hey @Farhang223!

Happy to see that your issue is now resolved!

If you need anything else, just give us a shout. 😌

I am having the same issue after updating to MacOS 15.4.1.

Hi @bri_guy, have you tried the all same troubleshooting steps from earlier in this thread?

Yes. Like @Farhang223, I've also found that using my iPhone's personal hotspot remedies the issue.

smaj

HI Walter, I have the exact same problem starting 3 days ago running Sequoia 15.4.1 it works fine on my other identical hardware mac running an older 13.xxx operating system or if I log into the web page. It is not solved by the `solution' of switching to my phone, powering down my router etc.

What happens is that it either hangs trying to sign me with message `starting' at the bottom or the window or occasionally signs in but hangs `reconnecting to the internet' at the bottom of the window or if it gets that far very occasionally hangs just not synching. It also seems to slow down all my internet access eg on my browser until I quit the app.

There is no firewall, no VPN, no antivirus installed. And I deleted the drop box app and downloaded the installer and installed it fresh from your official website -- no change.

I would guess this is an incompatibility with 15.4.1 but please advise, or anyone with similar issues for a solution please comment.

Thanks for the info, this could mean that there is a proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains.

This issue only started after updating to 15.4.1 - worked fine before that. I made literally zero changes to my configuration aside from updating.

I'm not running any proxy, firewall or security software. I am running Tailscale on all of my devices, but quitting it on the Mac didn't fix the problem. Having it running on my phone didn't cause any issues, as it was enabled while using the personal hotspot.

Thanks for the info, in order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.

I'm on a free plan - doesn't look like I can contact them directly. I only have access to the Help Center, the chatbot and this forum.

Could you try resetting the router to see if this helps?

It does not. The issue persists even if I move my Mac to a different location and connect to a completely different network. The only way I can get the app to work reliably is by tethering to my phone's hotspot, then switching back to regular Wi-fi.

Hi all,

As I started this conversation, I should also report that, contrary to what I thought earlier, my problem still persists too. If I reset my wifi and or switch to another internet, I may get the app to work briefly to download the cloud-only files I need for few seconds, but again before I know it it faces the same problem to connect to internet.

Same here - unless I tether to my phone's hotspot as an intermediary step, the app will work very briefly and then return to the "connecting to the internet" message.

Nancy

Hi everyone! Can you all please check if Private Relay is currently enabled on your devices? This will help us isolate the issue a bit more.

Private relay is not enabled on my Mac.

Hi @bri_guy, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

Dear @Jay, I would be also happy to help and thankful if you take to time look into my issue via email. Thanks.

Please do.

Thanks for the cooperation on this so far @Farhang223 & @bri_guy - much appreciated.

I've just sent you both an email to investigate, so please have a look at your inbox and we'll take it from there.

jmzgt3

Thank you so much this worked after 2 hours of looking for a solution!!!!