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Unable to access Dropbox

Explorer | Level 3

Hi. I've been using Dropbox on my Mac for years but since a couple of days ago every time I click on the icon, I simply get a totally white screen. It's OK on my iphone and ipad, just not my Mac. I uninstalled and then re-installed Dropbox but no different. I contacted Apple who said 'there is something in my network that is blocking the screen from opening correctly'. The advice was to contact Dropbox via the 'contact us' link, but I can't as the page won't load! Could someone contact me please? 

7 Replies 7
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Re: Unable to access Dropbox

Dropboxer
Dropboxer

Hey there @Katiecountrymou - sorry to hear about this. 

At first, can you please make sure that there's no antivirus, firewall or even a proxy/VPN setting that could be preventing our desktop app from connecting to the internet properly?

On a side note, do you happen to be on a free, Basic account perhaps? If so, note that the Dropbox Basic plan now allows for three devices linked at one time.

If you're currently exceeding this limit (you can check your account's Security page to make sure) and you'd like to add a new device, you'll need to unlink some of your current devices. Unlinking a device from your Dropbox account means that Dropbox will no longer sync changes to the files and folders in the Dropbox folder on that computer, tablet or mobile. Basically Dropbox is turned off for that device. Rest assured that no files or folders will be deleted from your Dropbox account while you're always able to access your account via our website (https://www.dropbox.com) too. 

I hope this information helps to some extent and please keep me posted on your findings!

PS: If your web page(s) are acting up or missing some visual elements, please clear your browser's cache first and then try an incognito instance. If the issue persists, try another browser. 



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


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Re: Unable to access Dropbox

Explorer | Level 3

Thanks.  I don't have any antivirus or firewall in place.  I am on a free basic account, and when I re-loaded the Dropbox app earlier today it asked me to delete one of the 4 devices I had linked, which I did so now there are 3 but it hasn't made any difference.  The page looks like it's trying to load but then stops, no error message, just a white screen.

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Re: Unable to access Dropbox

Dropboxer
Dropboxer

So, just to be clear, is this going to be your 3rd or 4th device @Katiecountrymou



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


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Re: Unable to access Dropbox

Explorer | Level 3

I now only have Dropbox on my ipad and mac, so 2 devices

Highlighted

Re: Unable to access Dropbox

Dropboxer
Dropboxer

Thanks for clarifying this @Katiecountrymou. Are you still having the same issue?

If you do, can you check your account's Security page and let me know how many devices you see listed there? 

 



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


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Re: Unable to access Dropbox

Explorer | Level 3

Hi yes still the same issue on the iMac, the white screen.  I can only access Dropbox from my iPad. I've re-checked my devices are there are actually 3 - the iPad, the iMac and also iMac.local - I'm not sure what this last one is?  But 3 should be OK shouldn't it?  Also, every time I log in to dropbox from my iPad I receive an email advising of a log in from a new device, which is strange?

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Re: Unable to access Dropbox

Dropboxer
Dropboxer

I can't be sure about your computers' names but I'm positive that you'll have to bring your linked devices down to 2 and then try linking the iMac anew @Katiecountrymou. Note that you can do it from your Security page too (by clicking the X next to the device's name). 

As per the issue you noticed with the iPad, could you elaborate please?

At first, are you using the mobile app on that device or accessing your files through the web (via a web browser like Safari)?

Secondly, is your iPad running the most recent version of the device's OS? While you're at it, could you also check for any pending updates for our mobile app in your App store? 

Let me know what you find and we'll take it from there.



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


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