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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
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 

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

    robert1881, have you tried replying to the email directly via your inbox for Walter to assist you further, instead of clicking any links?

     

    Hi bartb, what is the proxy setting in the Dropbox desktop application preferences?

     

    Since it's restricted to this machine in different locations, there should be something on there which is preventing connection to the Dropbox domains. Could you try rebooting the machine and then quitting the Dropbox app, and after that quitting every open app or service in the system tray.

     

    Once everything has quit, try opening the Dropbox app and see if it connects.

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

    Hi again, bartb. 

     

    Can you please let me know if you’re having this issue on any other devices (computers/phones) that are connected to the same Dropbox account (not your personal one)?

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

    I'm still not able to get Dropbox to sync on the laptop that was having issues with syncing. My other laptop works fine even though Wi-fi is the same. I can access files on Dropbox on the browser, however. What happens is that the icon shows up on the taskbar, but it stops at "Starting..." or "connecting..."

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

    On my phone I have no issues.

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

    Hey Lyralina and bartb, thanks for all the info.

     

    Can we reach out to you via email, to look further into this?

  • bartb's avatar
    bartb
    Helpful | Level 6
    3 years ago
    Yes, please.
    Also: I use Dropbox on my personal laptop.
    I signed in on my professional account there and everything worked fine. It has to be something on my work laptop
  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi again, bartb; I just logged a ticket for you. When possible, please reply back to me. 

     

    Thanks!

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

    Jay Walter 

     

    I tried replying to the email, but the automated response says that the email address is an "unmonitored inbox, and will not be answered".  Also, I have no "inbox" on my Dropbox account when I login on the website either.  

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

    Jay 

     

    I have also tried this solution and it still does not let me even type in my user/password to login to the app on my desktop.

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