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Lyralina's avatar
Lyralina
Explorer | Level 4
3 years ago
Solved

Dropbox thinks my PC is offline

Dropbox installer fails, saying "The installer could not connect to the Internet. Ensure that your computer is connected to the Internet and your firewall allows DropboxUpdate.exe to connect then try...
desktop
Error Messages
Install
windows
  • Sam DBX's avatar
    Sam DBX
    3 years ago
    Hi everyone,
     
    I want to go through some of the main reasons you might be seeing the "No internet connection. Your computer is currently offline. Please check your network settings” message, and how you can fix it.
     
    Why are you getting this message?
     
    The most likely reason is that there is another app installed on your device or network that is trying to intercept Dropbox's traffic. You may also see this message if you’re on our Basic plan, and have already already signed into three devices — more info on this here. 
     
    How can you resolve it? 
     
     
    • If your computer is on a work network, we’d recommend checking the permissions with your IT staff.
     
    • Update your software and operating system, as these updates often include patches for known vulnerabilities, and fix bugs and glitches that can lead to crashes or system instability.
     
    These are the two common triggers for this message (that we’ve seen so far)! And as always, if you need further assistance, please let us know.
     
    Thanks,
    Sam 
Redalong's avatar
Redalong
Helpful | Level 5
3 years ago
I replied about 5 days ago and had no reaction yet. That is why I wanted to check my ticket
Jay's avatar
Jay
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

I can see that the ticket is still active on our system, and that it was previously already sent to a specialist team to investigate further.

 

I've gone ahead and updated the ticket and the agent should get back to you as soon as possible.

  • Redalong's avatar
    Redalong
    Helpful | Level 5
    3 years ago
    Hi Jay, my last contact was more than a week ago. Is it normal it takes so long?
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Redalong, I can see that after your latest message here, you've heard back from our agents, and you're working towards finding a resolution to this. 

  • brickbybrick's avatar
    brickbybrick
    New member | Level 2
    3 years ago

    Hi, I am just wondering if a solution was found to this issue. I have Windows 11 and have tried every suggestion that has been provided without success including using the offline installer from dropbox and yet it still is looking for a internet connection to install. Can you please advise what the solution for the other users was so that I can also fix my problem. Thanks

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi brickbybrick, let's jump right into this! 

     

    Based on your connecting issue that you're facing when using the desktop app, is it possible that something on your computer or network is blocking Dropbox?

     

    Could there be a VPN, firewall, security app, or antivirus restricting traffic to any of our official domains?  

     

    If I were you, I'd try to temporarily disable any antivirus or firewall you may be running, and launch Dropbox again. If this computer is on a work network, check with your IT staff to make sure they're not actively blocking it.

     

    Keep me posted!

  • anonymous's avatar
    anonymous
    3 years ago

    I have the same problem as other users (starting 2 days ago). I tried "everything" (firewall, antivirus, etc.) mentioned here. No luck. What's the resolution? Can you please contact me?

     

    P.S. Yes, I have the internet connection to send this post

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey anonymous, sorry to hear about this.

     

    Can you please clarify your device's exact OS version for us?

  • anonymous's avatar
    anonymous
    3 years ago

    Windows 10 Pro - Version 22H2

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    I see, thanks for clarifying that for me anonymous 

     

    Could you maybe try an advanced reinstall?

     

    If you're on the Basic plan, make sure that you have no more than 3 devices connected to your account as you might be hitting the device limit. 

  • anonymous's avatar
    anonymous
    3 years ago

    I tried the advanced installation - there is no Dropbox folder in all steps to be deleted. It was clean, I believe. I still have the same issue after following the step.

     

    Currently I don't have it more than 3 devices. Moreover, I got the "your computer is currently offline. please check your network settings" message before sign in. So this should not be related.

     

    Please advise. Thank you!

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Thanks for the additional information anonymous - much appreciated.

     

    Can you please clarify if you're able to access your account normally from a web browser?

     

    Also, you mentioned checking for firewalls, antivirus programs and VPNs or proxies; did you disable those temporarily while running the installer? 

     

    Apart from that, have you tried rebooting your router at all since you first noticed this? 

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