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Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

SilvioT
Helpful | Level 5

For over 3 weeks I have had the problem that -- only on my home internet connection with WaveG in San Francisco -- the Dropbox Sync app does not connect to the servers anymore. When I use 4G via Verizon or another WiFi via Comcast, the app connects without problems.

 

In parallel I had another problem that my company VPN didn't connect anymore -- which resolved itself after 1.5 weeks. I spoke to WaveG support and they told me that for my company VPN they could see that the packages get lost outside their network. For Dropbox, I couldn't test it with them (as I don't know the server which the Dropbox Sync app connects to) but the support desk suspect the same issue; even though this would be very odd as Dropbox is a widely used service (but so was my company VPN).

 

I already turned off the proxy settings in the Dropbox app but that didn't change anything!

 

Thus, can anybody help me out with the server addresses names for the sync app and/or can anybody from Dropbox verify that all their routing with their providers works 100%?

 

Thanks!

Silvio

1 Accepted Solution

Accepted Solutions

Re: Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

Dropboxer
Dropboxer

Hi all,

 

Firstly, 3 Dropboxers on one thread.. clearly you have our attention!

 

 

Thanks for the reports, I think myself and Luke are dealing directly with you via tickets, if not, and for any other users also on WaveG, we're looking into this right now and will update once we have more info, 

 

Many thanks for flagging!

View solution in original post

16 Replies 16

Re: Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

Dropboxer
Dropboxer

Hey @SilvioT

 

Please accept my apologies for getting back to you in delay, I'd be glad to send over some relevant info! 

 

Based on your description, the issue is mainly located on the configuration of your local network settings, since connecting through a different provider was successful. 

 

If you're connecting through a proxy, please keep in mind that Dropbox proxy settings allow you to set the proxy type, server, port, and login information. For example, a common port for proxies is 8080.

 

You could try going to the Preferences panel as described above and setting your Dropbox proxy settings to "No proxy." If you have set up a proxy server, please double-check that your system's proxy settings are still correct.

 

At the moment I can verify that on our end everything works as expected, so the issue most probably lies on your home network, VPN settings or other ISP provider limitations. 

 

Hope that this is helpful to you and you clarify the case! Please let me know if you need more details. 

 

Warm regards, 

JaneA

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
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Re: Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

SilvioT
Helpful | Level 5

Hi Jane,

 

I did try the "No Proxy" option before. Fact is that I am connection directy to my Fiber provider. There is no proxy. There is no other gateway. It should just work but it doesn't. It would be helpful if you could help me with the IP addresses or DNS names that the Dropxbox app is connecting to and then I will send you traceroutes that will show that packages get lost somewhere in between me and the Dropbox servers.

 

Until my non working Dropbox app remains a mystery...

 

Best,

Silvio

Re: Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

yellowsub New member | Level 2
New member | Level 2
I'm having the same problem. I'm using WaveG in the SF Bay Area, and as of about 6 weeks ago Dropbox forever shows "Connecting' on across multiple devices (Mac, Windows) and operating systems while on my home network. Dropbox is able to sync and connect again as soon as I connect to another non-WaveG network (e.g. cafe wifi, cell phone hotspot, or VPN). It seems there are network connection issues between WaveG and Dropbox's application servers. There are no issues connecting to the dropbox.com website through a web browser. I don't currently have issues connecting to other services through WaveG.

I would also like to know which servers the app is attempting to connect to in order to provide better debugging information. Can anyone from support or engineering provide these?

In the meantime I've tried to identify these myself; for example nettop shows several connections from the Dropbox and one that stands out is a tcp4 connection to 162.125.34.137:443 that typically stays stuck at SynSent. Attempts to ping that IP address just show "Request timeout for icmp_seq X".

A traceroute to that address shows a few local hops followed by:

4 cr1-200p-b-te-0-0-0-6.bb.spectrumnet.us (208.76.185.97) 1.323 ms
cr1-200p-b-te-0-0-0-7.bb.spectrumnet.us (208.76.185.101) 1.255 ms
cr1-200p-b-te-0-0-0-6.bb.spectrumnet.us (208.76.185.97) 1.138 ms
5 cr1-9greatoaks-hu-0-6-0-21-0.bb.as11404.net (192.175.28.120) 2.249 ms 2.400 ms 2.664 ms
6 208.185.155.93 (208.185.155.93) 2.177 ms 1.997 ms 1.928 ms
7 ae19.mpr3.sjc7.us.zip.zayo.com (64.125.30.76) 5.793 ms 2.069 ms 2.223 ms
8 zayo-level3.sjc7.us.zip.zayo.com (64.125.13.242) 169.571 ms 140.973 ms 141.075 ms
9 * * *
10 * * *
11 ae1-iad6-bb02.net.dropbox.com (45.58.66.6 72.613 ms 85.745 ms 73.313 ms
12 * * *
13 * * *
14 * * *
… followed by stars until hop #64.

Re: Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

SilvioT
Helpful | Level 5

Glad to hear that I am not the only one. I still have the very same behavior as you describe. Thanks for adding all the details.

 

I also contacted WaveG about this and they say the problem is not within their network. Thus, dear Dropbox team, can you escalate this up to your network team please?

 

Thanks!

Re: Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

Dropboxer
Dropboxer

Hey @SilvioT & @yellowsub

 

Thanks for the detailed replies, I'd be glad to investigate more with you! 

 

Because you've mentioned that you've already contacted your ISP provider, I'd like to ask you to raise a ticket with our team sending in any details surrounding the case and let me know a ticket ID here once you have done so, so that I look up for your ticket internally and assign that to a colleague. 

 
Looking forward to hearing back from you, so that we have this resolved together! 
  
Warm regards, 
JaneA 

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
 Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Re: Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

SilvioT
Helpful | Level 5

Re: Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

yellowsub New member | Level 2
New member | Level 2

Here are the tickets I've raised: #6311031 and #6343537.

Re: Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

Dropboxer
Dropboxer
Hey guys, 

Thanks for submitting your support requests. I have just checked on your tickets…
@SilvioT, your case has been sent to a specialist for review
@yellowsub, I see that you are already in communication with one of our specialists on a followup ticket 

You’re in good hands! 
Cheers



Sanchez
Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so please mark it for some Kudos below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
 Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Re: Sync stuck at "Connecting" in Win + MacOS on Home Connection -- routing problem?

Dropboxer
Dropboxer

Hi all,

 

Firstly, 3 Dropboxers on one thread.. clearly you have our attention!

 

 

Thanks for the reports, I think myself and Luke are dealing directly with you via tickets, if not, and for any other users also on WaveG, we're looking into this right now and will update once we have more info, 

 

Many thanks for flagging!

View solution in original post

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