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Mac desktop version can't connect to the internet

Mac desktop version can't connect to the internet

foresee1900
Explorer | Level 3

I haven't been able to connect to the dropbox server via my desktop version lately. My Mac OS is Big Sur 11.4, and dropbox version 126.4.4618.

 

What happens is that the app icon remains gray after launching, and after clicking the icon the app shows "starting" which lasts forever. No response if I click on "sign in" or "preferences". All functions - search, +, opening folder, etc. - do not work. I tried reinstalling but didn't help. Also, no firewall/antivirus has been turned on.

 

All other apps are well connected with the internet.

7 Replies 7

Re: Mac desktop version can't connect to the internet

Jay
Dropboxer
Hi @foresee1900, thanks for joining the Community!

If you're not on a Dropbox Basic plan with more than 3 devices connected, could you try an advanced reinstall of the app using the steps in this link?

Keep me updated with any progress!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Mac desktop version can't connect to the internet

foresee1900
Explorer | Level 3

Hi Jay,

 

Thank you for your advice! Unfortunately dropbox still couldn't connect to the internet after I re-installed following the steps in the linked article. In fact, this time I got the attached notice when re-launching dropbox after the re-installation (which didn't show up before) - and again, my computer is well connected to the internet. 

 

I think a significant difference I encountered from what is listed in that article is that I never got to choose "selective sync preferences" during the re-installation, otherwise every step was identical to that article..

 

Thanks!

 

Screen Shot 2021-07-21 at 10.11.23 PM.png

Re: Mac desktop version can't connect to the internet

Jay
Dropboxer
Is this a company-managed device, or a personal machine?

There is a possibility that a proxy, VPN, security software, or even ISP/router issues could be restricting traffic to the following Dropbox domains.

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Mac desktop version can't connect to the internet

foresee1900
Explorer | Level 3

Hi Jay,

 

It's a personal machine, and no proxy/antivirus has been turned on.

 

In fact, after re-boot my router, I now see the attached screen, which wasn't even possible to see before. However, after I clicked on "sign in", a new window jumped out, but no content could be loaded.

 

Screen Shot 2021-07-22 at 7.16.06 PM.png

Re: Mac desktop version can't connect to the internet

Jay
Dropboxer
It does seem possible that something is preventing connection to the Dropbox server. 

Have you fully rebooted your Mac as well? Are the system time and date manually or automatically set to the correct date?

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Mac desktop version can't connect to the internet

foresee1900
Explorer | Level 3

Hi Jay,

 

Yes I rebooted my Mac before, following your first reply to me. And both time and date are set automatically. I also tried switching wifi network but it didn't help, either..

Re: Mac desktop version can't connect to the internet

Jay
Dropboxer
In this instance, there isn't much I can suggest, since it seems like something is preventing the Dropbox desktop application from connecting to the Dropbox servers.

Since rebooting the router helped you get past the original screen, it might be ISP or router related.

Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
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    foresee1900 Explorer | Level 3
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