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PVB's avatar
PVB
Explorer | Level 3
7 years ago
Solved

Desktop app gives blank white screen when signing in

Desktop app gives blank white screen when trying to sign in on a new laptop.

Already switched off virus protection and checked the firewall settings that Dropbox is allowed, still no result.

desktop
Setting up the apps
  • Jane's avatar
    Jane
    7 years ago
    Hey PVB , assuming that you can access our website as expected, you may have a look at these pointers that could be helpful: 
     
    • Initially, are you connecting through a work network by any chance? If so, you may have to check with your company’s IT, as there may be an update on your Firewall settings (or some other additional security precaution put in place) that’s been affecting your connection. Are you having any issues loading your account online? 
    • Are other users in your network experiencing the same behavior incidentally? Have you reset your router maybe? 
    • If all other settings have been checked correctly, then it’s highly likely that an antivirus, security program, proxy or VPN is blocking the Dropbox desktop app from updating. Can you make sure the domains listed here are allowed or whitelisted? 
    Please let me know of your findings in your next message here so as to follow-up with you as closely as possible. I’ll be awaiting your next reply!

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  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    Hey PVB , assuming that you can access our website as expected, you may have a look at these pointers that could be helpful: 
     
    • Initially, are you connecting through a work network by any chance? If so, you may have to check with your company’s IT, as there may be an update on your Firewall settings (or some other additional security precaution put in place) that’s been affecting your connection. Are you having any issues loading your account online? 
    • Are other users in your network experiencing the same behavior incidentally? Have you reset your router maybe? 
    • If all other settings have been checked correctly, then it’s highly likely that an antivirus, security program, proxy or VPN is blocking the Dropbox desktop app from updating. Can you make sure the domains listed here are allowed or whitelisted? 
    Please let me know of your findings in your next message here so as to follow-up with you as closely as possible. I’ll be awaiting your next reply!
  • PVB's avatar
    PVB
    Explorer | Level 3
    7 years ago

    Hi Jane,

    thanks for reaching out.

    I have deactivated my virus scanner and checked the Windows Defender firewall settings, for incoming connections both "Dropbox" and "Dropbox updater" are allowed, I've also added "Dropbox" and "Dropbox updater" as allowed in the outgoing connections.

    I have no problem accessing my files through the Dropbox website.

    Also my other laptop can connect to Dropbox with the desktop app.

    All suggestions are welcome!

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    Thanks for letting me know of these additional details here PVB, now I have a better understanding of what's happening! I’d like to submit your report to a team specialist, who’ll look into the issue you’re facing in more depth. In order to further assist you on the matter, I’ve made sure to reach out to you on my end via email, in order to investigate this discrepancy more closely.
     
    Whenever you find some spare time, please check your inbox for my email & I’ll make sure to promptly follow-up with you asap. I hope that this is- even slightly- helpful to you & I’ll be awaiting your next reply on our email correspondence. Thanks in advance!
  • Will12345's avatar
    Will12345
    New member | Level 2
    7 years ago
    Hi Jane please help me I am having the same problem. Have spent several hours trying to solve it until 4 am Saturday morning. I am super desperate. Please help！
  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    Hey Will (Will12345), sorry to hear that this has kept you awake, rest assured that I’m here to help you in any way I can! 
     
    Following your comment here, I ran a search on our system & it appears that the issue initially described here was resolved for the OP (PVB) following my advice in the first post. From there Will, I’ve also located your open discussion with my colleague & I’ve included a note of your comments, so as to have all relevant info on the same email chain. I can see that they’re awaiting your next message, so as to further advise you on the matter; do let them know of the outcome & they’ll guide you towards the best next steps.
     
    I hope that this is-even slightly helpful to you & please do let me know on this discussion if you need further assistance in any way & I’ll get back in touch with you asap. Thanks & have a fruitful week ahead!  

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