Dropbox thinks my PC is offline

Hi @megan

I can confirm that Dropbox is working fine on the web, and also on my 3 other PCs (2 x W10 and 1 x W11), and on my phone (though obviously not all at the same time).  The laptop on which the app won't work was also fine before I upgraded it with more RAM, a SSD drive and a clean W10 install.  I have no additional third party software on this laptop.

The only other thing I can think that has changed is that I have been logged on to the app from Windows 11 for the first time, on my newest PC.  Could this make a difference?

Sue

Hey sue1201, I'm not sure if that's the case, but if you happen to be on the Basic plan, could it be that you're hitting your account's device limit?  

Also, have you ensured that this is not caused by an antivirus, a VPN or proxy setting or even a firewall? 

Hi Walter 

At this moment, I've checked that none of my PCs, nor my phone, are logged in to the app.  I don't use a VPN, or a proxy server, or any 3rd party antivirus on this laptop.  I tried disabling the Windows firewall and Defender, but the result with Dropbox was still negative.

The Windows 11 PC has Norton antivirus and the app works fine on there.

Sue

This is what I see on my screen:

Hi sue1201, I just sent you an email, in order for us to have a closer look into this! 

Thank you so much for your ticket Frankee787, I was able to locate it on my system. Be sure to wait for the agent's response for the next steps. 

If you need anything else, let me know!

Meganyou keep sending me emails saying a ticket has been created (#21908858).  But I can't access the ticket.  When I click on the link in the email, it takes me to the Support home page, not to the ticket.

Also, in the Support portal, I can see nowhere to view tickets - where should the link be on the home page?

Hi sue1201, I hope you are doing well! It seems you were able to respond back to me before, therefore I assumed that you are now able to see my messages.

If you access your email address directly, are you able to see any of my messages in your inbox? 

I'll try SP1, thanks Frankee787 

Hi Megan Yes I can see your email messages, I just can't reach the ticket using the link in the email.  And I can't find anywhere on my support portal to view support tickets.  Can you send me a screenshot where to find this please?

Hi sue1201, you wouldn't need to follow the link to the email, since the email chain is the ticket. 

Have you checked your spam/junk?