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FullGear's avatar
FullGear
New member | Level 2
7 years ago

Desktop app stuck at "Connecting"... No firewall, proxy, etc...

We have been trying for days to connect through Dropbox. We have a client that insists on using this dodgy service, so we have no choice.   If we connect through the web interface, we get nothign b...
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  • Jane's avatar
    Jane
    7 years ago
    Hey 
    FullGear, 
     
     
    Let us follow-up in more depth via email, I understand that you've already explored some of the possible causes on your end!
     
    Since you’ve already done some troubleshooting on your own & you haven't been able to remedy the issue, I’d like to have a closer look through our official support channel & (if necessary), send your requests to a higher level of support for further investigation. Once you get a chance to log a ticket with our team, let me know your 7-digit ticket #, so that I look it internally & make sure it’s handled as soon as possible. 
     
    Thanks in advance & I’ll be awaiting your next reply here! 
Jane's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff
Hey 
FullGear, 
 
 
Let us follow-up in more depth via email, I understand that you've already explored some of the possible causes on your end!
 
Since you’ve already done some troubleshooting on your own & you haven't been able to remedy the issue, I’d like to have a closer look through our official support channel & (if necessary), send your requests to a higher level of support for further investigation. Once you get a chance to log a ticket with our team, let me know your 7-digit ticket #, so that I look it internally & make sure it’s handled as soon as possible. 
 
Thanks in advance & I’ll be awaiting your next reply here! 
MikeyW's avatar
MikeyW
Explorer | Level 4
7 years ago
Oh, the ticket I have open is #7572970
  • MikeyW's avatar
    MikeyW
    Explorer | Level 4
    7 years ago

    I have noticed a new behavior that I previously hadn't:

    On all 3 machines that I am currently trying to attach to ANY Dropbox account with, the Dropbox client is constantly launching/crashing/launching.

     

    On Windows 10, you can see this behavior with Task Manager open. The icon for Dropbox cycles from Blue(Active) to gray(inactive)

     

    On Windows 7, you can open the taskbar so that you see the Dropbox icon, it constantly shows up, then disappears, then shows up again.

     

    On the Mac that I am attempting to connect with, it just keeps showing up and disappearing in the taskbar at the top.

     

    3 machines, each on a different network, and each running a different OS., THis may be the issue, the app caonstantly is restarting, and is never able to actually complete a task. On the Windows 10 machine, the mouse pointer coupled with the spinning wheel shows up every few seconds until I kill Dropbox.

    • Jane's avatar
      Jane
      Icon for Dropbox Staff rankDropbox Staff
      7 years ago
      Hey MikeyW, I understand that you’ve been through various troubleshooting steps regarding this connectivity issue & I’d like to follow-up on the matter more closely from this point onwards! 
       
      When it comes to our colleague’s request to reply through the account associated with this discrepancy:
       
      "for security reasons, I need to respond with the email attached to the account". I DON'T need to do that, as I can never get TO the login screen in the FIRST place. That account email is for our GM, and I am trying to solve this for him while he is out of town. There is no "security" if I can't even get to the point where I would log in."
       
      you may keep in mind that they’re merely asking, so as to send over the most account-specific details. As they can’t access a different account, they can only speculate, because they can’t determine when (or how) there was an issue on our end that prevents you from establishing a connection. 
       
      At this point, I’d happily suggest an alternative, in order to bypass the email access, where the troubleshooting seems to have stopped. Based on your description, as there are many devices on your network, where you’ve noticed the same behavior, I’d suggest re-creating the issue anew. Please include any screen recordings/ screenshots on your open correspondence with them & they’ll make sure to further review the case with you. 
       
      Again, I appreciate your cooperation & I remain at your disposal should you need further assistance! 

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