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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 again".

 

But there's internet because I'm able to browse the internet just fine. I have Windows 11 Home 64bit. 

 

So I tried installing using the Dropbox offline installer. I was able to install Dropbox, but when I try to start it, it still says "No internet connection. Your computer is currently offline. Please check your network settings."

Again, there is internet because I'm able to write this. Any ideas?


I only have Windows Defender now, but I used to have free trial of Mcafee that came with the computer but uninstalled it. I think it might be related?

desktop
Error Messages
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  • 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 

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  • robert1881's avatar
    robert1881
    Helpful | Level 5
    3 years ago

    Hanna

     

    yes, I'm able to access & edit all my files on the website (just not the desktop app)

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

    Hey robert1881, thanks for clarifying that for us. 

     

    Would it be OK if we reach out via email to have a further look internally at this point? 

  • robert1881's avatar
    robert1881
    Helpful | Level 5
    3 years ago

    Walter

     

    yes, please message me at the email that is on file with my gmail account.

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

    Hi bartb, I hope you’re doing well. 

     

    Can you send me a screenshot of what you see exactly on your Dropbox app? 

     

    Have you tried to connect to a different WiFi network, if possible, and the same issue persists?

  • bartb's avatar
    bartb
    Helpful | Level 6
    3 years ago

     

     

    Restarting Dropbox first gives the error message, saying the app has no internet connection. The system tray icon keeps saying it's busy trying to connect. 

     

    I have tried different networks, yes: both with wifi (at home, at work, at another office) and with internet through LAN connection (both offices).

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

    Hey bartb, sorry to see you're having this issue.

     

    Is it possible that you have a security app, like an antivirus, VPN, firewall, proxy, etc., that might be interfering with the Dropbox app?

     

    If you do, make sure to temporarily disable them, to see if that helps.

  • robert1881's avatar
    robert1881
    Helpful | Level 5
    3 years ago

    Walter 

     

    I can't find the support ticket anywhere when I click on the link in my email.  It brings me to the dropbox support page, but nothing is there (just the generic help tabs)

     

    also another question:  Is Dropbox app still supported for MacOS 10.14.6?

  • bartb's avatar
    bartb
    Helpful | Level 6
    3 years ago

    I tried disabling antivirus and firewall, but that made no difference. Also, it was never a problem before.

    I don't use a proxy.

    Sometimes I use a VPN when I'm working from home, but the same here: it was never a problem before. 

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