cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
Are you interested in learning how media industry leaders use Dropbox Replay? Register for our webinar here.

Apps and Installations

Have a question about a Dropbox app or installation? Reach out to the Dropbox Community and get solutions, help, and advice from members.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Re: Dropbox Windows 10 app stuck on 'connecting'

Dropbox Windows 10 app stuck on 'connecting'

Charl E.
Helpful | Level 5
Go to solution

My Windows 10 Dropbox app v. 169.4.56874 gets intermittently stuck on 'connecting' and displays a greyed out icon in the system tray. I have a fast wired Ethernet connection, I have allowed Dropbox in my firewall (the standard Windows firewall), no antivirus/blockers other than Windows Defender. Sometimes it connects, sometimes it just refuses. It is intermittent!  I took it to the shop to see if they could resolve the issue, no luck. It is seriously annoying. I appreciate that there must be some app or setting that is blocking it (and which somehow it avoids occasionally) but I have no idea what. How do I check?

I have a laptop running the same version of Dropbox on W10 and this connects faultlessly every time.

1 Accepted Solution

Accepted Solutions

Charl E.
Helpful | Level 5
Go to solution

I think I *may* just have solved the issue. I uninstalled and reinstalled the app. Then I right-clicked on the dropbox.exe file, and opened Properties. Then I ran the compatibility troubleshooter in the Compatibility tab. This suggested I should run in Windows 8 compatibility mode (no idea why; my Win 10 install is completely up to date). But I set it to that and now it seems to be running properly.

 

CharlE_0-1678456999046.png

 

View solution in original post

7 Replies 7

Megan
Dropbox Staff
Go to solution

Hi @Charl E., I'd be happy to look into this with you! 

 

I'm glad that you mentioned that you have allowed Dropbox in your firewall, and that the connection issue you're experiencing isn't related to any antivirus on the device. 

 

Could you try some additional troubleshooting steps related to the issue at hand, that I had mentioned here, and let me know more? 

 

Keep me posted!


Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

Charl E.
Helpful | Level 5
Go to solution

Hi. OK:

 

  1. clock is synced
  2. Firewall allows access to all ports and all protocols to Dropbox
  3. No proxies
  4. No SSL scanning (I think).
  5. I have Windows Defender Firewall for W10 and I haven't made any changes to it. The problem is that Dropbox connects sometimes, but much more often it just sits in the #'Connecting' state. I have tried everything I can think of, including cache and cookie clearing (via CCleaner), rebooting, etc. Nothing I do seems a reliable way of getting it to connect - it just sometimes does, but most of the time it doesn't.

Walter
Dropbox Staff
Go to solution

Hey @Charl E., thanks for all the additional information you've provided us. 

 

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


Walter
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join

Charl E.
Helpful | Level 5
Go to solution

Yes of course. Do you want me to post my email address here, or do you have it already?

Megan
Dropbox Staff
Go to solution

Hi @Charl E., no need to post your email on a public forum.

 

I just sent you an email, in order for us to have a closer look into this. I'll see you there! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

Charl E.
Helpful | Level 5
Go to solution

I think I *may* just have solved the issue. I uninstalled and reinstalled the app. Then I right-clicked on the dropbox.exe file, and opened Properties. Then I ran the compatibility troubleshooter in the Compatibility tab. This suggested I should run in Windows 8 compatibility mode (no idea why; my Win 10 install is completely up to date). But I set it to that and now it seems to be running properly.

 

CharlE_0-1678456999046.png

 

Megan
Dropbox Staff
Go to solution

Awesome news @Charl E.!

 

Have a lovely weekend ahead,enjoy! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

Need more support?