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Forum Discussion

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

Hey Frankee787, sorry to jump in here, but could you share your ticket ID so that we can look it up in our system?

sue1201's avatar
sue1201
Explorer | Level 4
3 years ago

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

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

    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? 

  • sue1201's avatar
    sue1201
    Explorer | Level 4
    3 years ago

    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

     

  • sue1201's avatar
    sue1201
    Explorer | Level 4
    3 years ago

    This is what I see on my screen:

     

     

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