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

    Hi Redalong, I just sent you an email. 

     

    I'll see you there!

  • Lasselanta's avatar
    Lasselanta
    Explorer | Level 3
    3 years ago

    Hi!

    I have been having the same problem for approximately a month: first, Dropbox (Plus) on my laptop stopped synchronizing properly (stuck at 99%), and when I tried to re-install the app, it started claiming my computer were offline. I have tried all the solutions mentioned in this thread (as well as elsewhere), but nothing helps. I blame Windows 11 because my phone, computer and tablet work fine. Still I really need the access from my laptop, too.

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

    That's a bit weird, because Dropbox works fine on my home laptop running Windows 11, and it stopped working on my work laptop running Windows 10.

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

    How do I enter my support ticket? The link in the email just leads me to the general support page. I cant find any link to support tickets or any place to enter ticket number.

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

    Hi Redalong, if you reply to the email you received, the support agent would be able to see it in our system and then assist you further.

  • 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?

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