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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

Sorry, but the only response I get when responding through your ticket system is that "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. 

 

Here is the rundown again:

Mac OS, 3 different computers.

Windows 2 different computers, 1 running Windows 10, 1 running Windows 7

3 different networks; Our standard metered network, our back-up failover network that has only recently been installed and has NOT been configured at all yet, and my home network

 

I have installed, uninstalled, tried Beta builds, downloaded the offline installer, and installed while logged in to the website.

 

Proxies are turned off, I have tried changing 'Auto Detect Proxy' to 'No Proxy' on both OSs.

 

I have had our network admin check the Firewall, and here is the most important part:
THE COMPUTER IS TRYING TO TALK TO DROPBOX.

 

In other words,  NOTHING is blocking communication. If I try another computer that previously was connected to Dropbox successfully, those people can connect, but NOTHING new. Those users are not able to stop working to download the files we need, and there is too much to download through the website. Dropbox support is no help because they act like all I'm having trouble doing is logging in, but I can't even get the login popup to come up, it just says "Connecting" and "Waiting to be linked to a Dropbox account".

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