My Dropbox app is stuck at "Connecting" and I can't use compatibility mode either.

Hey EricTabet! Thanks for posting on our forum about this. 

Can you send me a few screenshots of what you see on your end, while not in compatibility mode, so that I can have a look? 

More specifically, I’d like a screenshot of your Dropbox app version and current syncing status, as well as a screenshot of the OS version you’re currently running. You can also send me a screenshot of the error you keep receiving stating that compatibility mode is no longer supported.

Give me a nudge, when you’re ready.

Hello Nancy,

Thanks for the follow-up. 

The alert when launching Dropbox is this one (pardon my French)

I have reinstalled it fresh right before taking the screenshot.

The version is this one:

It is obviously not syncing right now (stuck on "Starting...")

If I switch it to compatibility mode, then it works well and syncs files but then I get the following pop-up:

Which says that it runs in compatibility mode and the two choices are to continue or disable compatibility mode.

If I select "Disable" I go back to the beginning (no longer syncing). And if I click "Continue", I then get:

And the only option is to quit Dropbox.

So this seems like an endless loop.

Over the past couple of days, I have upgrade to Windows 11, hoping this would resolve it, but as you can see the issue remains exactly like it was on Windows 10.

Here is a screenshot of the OS I'm running:

Please let me know if I can provide more to allow resolution.

Thanks for your help

Eric

NancyPlease let me know if I can provide additional details or screenshots. Tried again multiple times to uninstall/reinstall and I can confirm that no Antivirus or Firewall is blocking the connection. But still no luck.
Note also that because the connection is clearly not blocked when in compatibility mode, this means we can rule out the antivirus/firewall part.

Thanks.
Eric

Hello Nancy and all,

Would you kindly have any tips on this please?
Is there any way to re-enable compatibility mode or to understand why it cannot connect when not in compatibility mode?

Thanks.
Eric

I'm experiencing this exact same thing.  Everything was working just fine until I got that same screenshots that Eric posted.

Sorry for the late reply EricTabet

It seems due to the changes on our community's surface, your messages were a bit delayed. 

Can you please also clarify if you're able to access your files from your Dropbox account online without issues? I'm assuming yes, correct?

Have you taken a look at these steps, by any chance? 

Also hello there mitgeek🙂

Can you clarify your OS, along with the version of our app that you're ustheseing, please?

Thanks!

HelloMegan 

Yes, I confirm that I can access my files from the web site fine, I can even access them from a Mac but just not on Windows.

i tried all the steps in the post you linked and in many other posts. I tried advanced reinstall as well, fully disable all antivirus and even safe mode with network and new user session. It just won’t connect.

Again, because it connects fine when in compatibility mode (just until it quits with the message, that is…) it is clear that the issue is not the firewall or antivirus because it would also block it in compatibility mode if that was the issue.

So the problem lies inside DropBox client itself. Please can you escalate so a resolution can be found? Given the number of posts and persons who have the issue, it would be good that true network troubleshooting could be performed by your team to understand the bug and find a solution.

i remain available to share logs or wireshark session or TLS/SSL negotiations or whatever else…

Thanks

Eric

I’m on Windows 11 Pro.  I had Dropbox support help me today - but all we did was uninstall and install the latest version 213.something.  

I had my IT department at my work troubleshoot this and if we reverted to DropboxApp v 210.5.4894 the app connects, appears alive and nominal, attempts to sync files, but then shuts down and the app no longer appears in the system tray.  When we goto relaunch Dropbox it’s now the updated version.  So maybe the app is updating itself?

We also concluded this is not a firewall issue as no updates were done in these past few days.  Windows had a security patch a week ago.  But nothing else.

I agree - the problem appears to be with latest version of Dropbox.

Hey mitgeek, thanks for updating us.

Can you also give us the ticket number for your communication with our support team, so we can take a look?