You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.

Forum Discussion

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...
  • Jane's avatar
    Jane
    7 years ago
    Hey 
     
     
    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! 

About View, download, and export

Need support with viewing, downloading, and exporting files and folders from your Dropbox account? Find help from the Dropbox Community.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!

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Community Home | Modern Slavery Statement | Terms of Service | Privacy Policy 

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Find help from the Dropbox Community.","eventPath":"category:101001000/category:English/community:mxpez29397board:101001012/"},"Rank:rank:47":{"__typename":"Rank","id":"rank:47","position":30,"name":"New member | Level 2","color":"333333","icon":null,"rankStyle":"TEXT"},"User:user:616383":{"__typename":"User","id":"user:616383","uid":616383,"login":"FullGear","deleted":false,"avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-4.svg"},"rank":{"__ref":"Rank:rank:47"},"email":"","messagesCount":2,"biography":null,"topicsCount":1,"kudosReceivedCount":0,"kudosGivenCount":0,"kudosWeight":1,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2018-02-12T10:03:56.838-08:00","confirmEmailStatus":null},"followersCount":null,"solutionsCount":0},"ForumTopicMessage:message:264608":{"__typename":"ForumTopicMessage","uid":264608,"subject":"Desktop app stuck at \"Connecting\"... No firewall, proxy, etc...","id":"message:264608","revisionNum":3,"repliesCount":7,"author":{"__ref":"User:user:616383"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:101001012"},"conversation":{"__ref":"Conversation:conversation:264608"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:264608"},"body@stripHtml({\"truncateLength\":200})":" 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...","body@stringLength":"1999","rawBody":"

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 but corrupt downloads because of the amount of data. The only workaround is to download a dozen or so individual zip files and hope that everything goes right.

So we've tried to download and install the client. The only people who can currently connect are people who have previously signed into Dropbox using the desktop client. So far, here is what I have tried:

2 Macs on our network(Wired). Newest version, Beta version, standalone installer, none work.

1 Mac on my home setup(Wireless). Nothing.

Same Mac on the 'backup' network at work. This is a backup network that has just recently been installed and has not been configured outside of the stock setup yet. No firewall, no proxies, just the \"OK, there's your internet, have fun!\" setup.

1 Windows 10 PC on work network(Wired). Nothing

1 Windows 7 PC on backup network(Wired).

 

On every machine, we have the same issue, it just says \"Connecting\". Occasionally, one of the Windows machines will pop up the login screen, but that can take hours, and once I enter credentials, nothing happens, the login box is greyed out, and the icon spins. Forever. I think one of the Macs had the login window once. I have manually set the proxy setting to \"No Proxy', I even turned Windows Firewall off on the Win 7 PC that is NOT connected to a filtered network in any way. There is no anti virus, no proxy, no web filtering, no firewall, nothing, and these machines won't connect, even to try logging the account in. 

So in summation:

3 different networks

3 different OS

5 different computers

2 different tyupes of connection

 

No connection. This is consistent enough that I cannot be the only person with this issue.

","kudosSumWeight":0,"postTime":"2018-02-12T10:14:19.747-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wx","node":{"__typename":"Tag","id":"tag:Download","text":"Download","time":"2022-07-26T01:00:32.625-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wy","node":{"__typename":"Tag","id":"tag:sync","text":"sync","time":"2021-10-06T07:45:18.620-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:264608_3"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":8715},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"body":"

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 but corrupt downloads because of the amount of data. The only workaround is to download a dozen or so individual zip files and hope that everything goes right.

So we've tried to download and install the client. The only people who can currently connect are people who have previously signed into Dropbox using the desktop client. So far, here is what I have tried:

2 Macs on our network(Wired). Newest version, Beta version, standalone installer, none work.

1 Mac on my home setup(Wireless). Nothing.

Same Mac on the 'backup' network at work. This is a backup network that has just recently been installed and has not been configured outside of the stock setup yet. No firewall, no proxies, just the \"OK, there's your internet, have fun!\" setup.

1 Windows 10 PC on work network(Wired). Nothing

1 Windows 7 PC on backup network(Wired).

 

On every machine, we have the same issue, it just says \"Connecting\". Occasionally, one of the Windows machines will pop up the login screen, but that can take hours, and once I enter credentials, nothing happens, the login box is greyed out, and the icon spins. Forever. I think one of the Macs had the login window once. I have manually set the proxy setting to \"No Proxy', I even turned Windows Firewall off on the Win 7 PC that is NOT connected to a filtered network in any way. There is no anti virus, no proxy, no web filtering, no firewall, nothing, and these machines won't connect, even to try logging the account in. 

So in summation:

3 different networks

3 different OS

5 different computers

2 different tyupes of connection

 

No connection. This is consistent enough that I cannot be the only person with this issue.

"},"Conversation:conversation:264608":{"__typename":"Conversation","id":"conversation:264608","solved":true,"topic":{"__ref":"ForumTopicMessage:message:264608"},"lastPostingActivityTime":"2022-07-26T04:13:07.566-07:00","lastPostTime":"2018-02-27T08:12:52.384-08:00","unreadReplyCount":7,"isSubscribed":false},"ModerationData:moderation_data:264608":{"__typename":"ModerationData","id":"moderation_data:264608","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:264608_3":{"__typename":"Revision","id":"revision:264608_3","lastEditTime":"2022-07-26T04:13:07.566-07:00"},"ForumReplyMessage:message:266189":{"__typename":"ForumReplyMessage","id":"message:266189","conversation":{"__ref":"Conversation:conversation:264608"},"author":{"__ref":"User:user:623967"},"revisionNum":1,"uid":266189,"depth":4,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"subject":"Re: Desktop app stuck at \"Connecting\"... 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No firewall, proxy, etc...","editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:264614"},"body":"That's the problem.

2 different ISPs at work. The regular managed connection is through Century Link. The \"backup\" one I mentioned is through Comcast, and it hasn't yet been managed in any way, I would know, since I am the local IT tech for the office, I would be the one setting it up for the corporate office, but right now, it is in its virgin state. And one of the Macs and the Win 7 machine are machines that I have recently re-imaged, so they don't have anything turned on at all. I also tried one at home, with the same results. I'm looking at a machine on the second, \"backup\" ISP with Windows Firewall turned off, and it just says \"connecting\", but won't connect.

Oh wait, it got me the login screen, and then just sat there spinning again. I eventually closed and reopend Dropbox, and I'm back to square one, just \"Connecting\", \"Waiting to be linked to a Dropbox Account\".","body@stringLength":"904","rawBody":"That's the problem.

2 different ISPs at work. The regular managed connection is through Century Link. The \"backup\" one I mentioned is through Comcast, and it hasn't yet been managed in any way, I would know, since I am the local IT tech for the office, I would be the one setting it up for the corporate office, but right now, it is in its virgin state. And one of the Macs and the Win 7 machine are machines that I have recently re-imaged, so they don't have anything turned on at all. I also tried one at home, with the same results. I'm looking at a machine on the second, \"backup\" ISP with Windows Firewall turned off, and it just says \"connecting\", but won't connect.

Oh wait, it got me the login screen, and then just sat there spinning again. I eventually closed and reopend Dropbox, and I'm back to square one, just \"Connecting\", \"Waiting to be linked to a Dropbox Account\".","isEscalated":null,"parent":{"__ref":"ForumReplyMessage:message:264612"}},"ModerationData:moderation_data:264821":{"__typename":"ModerationData","id":"moderation_data:264821","status":"APPROVED","rejectReason":null},"AcceptedSolutionMessage:message:264821":{"__typename":"AcceptedSolutionMessage","author":{"__ref":"User:user:330246"},"id":"message:264821","revisionNum":2,"uid":264821,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"parent":{"__ref":"ForumReplyMessage:message:264614"},"conversation":{"__ref":"Conversation:conversation:264608"},"subject":"Re: Desktop app stuck at \"Connecting\"... No firewall, proxy, etc...","moderationData":{"__ref":"ModerationData:moderation_data:264821"},"body":"
Hey \n
FullGear
\n
 
\n
\n
 
\n
Let us follow-up in more depth via email, I understand that you've already explored some of the possible causes on your end!
\n
 
\n
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. 
\n
 
\n
Thanks in advance & I’ll be awaiting your next reply here! 
","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":200})@stringLength":"238","postTime":"2018-02-13T12:54:57.467-08:00","lastPublishTime":"2018-02-13T12:55:31.383-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"solution":true,"metrics":{"__typename":"MessageMetrics","views":10658},"placeholder":false,"originalMessageForPlaceholder":null,"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"isEscalated":null,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001012/message:264608/message:264821","readOnly":false,"editFrozen":false,"body@stringLength":"2708","rawBody":"
Hey \n
FullGear
\n
 
\n
\n
 
\n
Let us follow-up in more depth via email, I understand that you've already explored some of the possible causes on your end!
\n
 
\n
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. 
\n
 
\n
Thanks in advance & I’ll be awaiting your next reply here! 
","customFields":[],"repliesCount":4},"Rank:rank:45":{"__typename":"Rank","id":"rank:45","position":28,"name":"Explorer | Level 4","color":"333333","icon":null,"rankStyle":"TEXT"},"User:user:623967":{"__typename":"User","id":"user:623967","uid":623967,"login":"MikeyW","deleted":false,"avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-6.svg"},"rank":{"__ref":"Rank:rank:45"},"email":"","messagesCount":7,"biography":null,"topicsCount":1,"kudosReceivedCount":1,"kudosGivenCount":0,"kudosWeight":1,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2018-02-22T14:41:34.474-08:00","confirmEmailStatus":null,"registrationAccessLevel":null,"ssoRegistrationFields":[]},"followersCount":null,"solutionsCount":0,"ssoId":null,"entityType":"USER","eventPath":"community:mxpez29397/user:623967"},"ModerationData:moderation_data:266189":{"__typename":"ModerationData","id":"moderation_data:266189","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ModerationData:moderation_data:264614":{"__typename":"ModerationData","id":"moderation_data:264614","status":"APPROVED","rejectReason":null},"ModerationData:moderation_data:264612":{"__typename":"ModerationData","id":"moderation_data:264612","status":"APPROVED","rejectReason":null},"User:user:1972":{"__typename":"User","id":"user:1972","login":"Mark","uid":1972,"deleted":false,"avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/images/dS0xOTcyLTZpMTdDMjFGRTlCQkQ0MzcyMA"},"rank":{"__ref":"Rank:rank:49"},"email":"","messagesCount":31945,"biography":null,"topicsCount":5,"kudosReceivedCount":6622,"kudosGivenCount":262,"kudosWeight":1,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2014-12-05T23:13:00.000-08:00","confirmEmailStatus":null},"followersCount":null,"solutionsCount":4136},"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/cmstNDktTmFlcmxj\"}":{"__typename":"AssociatedImage","url":"https://www.dropboxforum.com/t5/s/mxpez29397/images/cmstNDktTmFlcmxj","height":15,"width":16,"mimeType":"image/png"},"Rank:rank:49":{"__typename":"Rank","id":"rank:49","position":8,"name":"Super User II","color":"3DD3EE","icon":{"__ref":"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/cmstNDktTmFlcmxj\"}"},"rankStyle":"TEXT"},"ForumReplyMessage:message:264612":{"__typename":"ForumReplyMessage","id":"message:264612","revisionNum":1,"uid":264612,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"conversation":{"__ref":"Conversation:conversation:264608"},"subject":"Re: Desktop app stuck at \"Connecting\"... No firewall, proxy, etc...","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:264612"},"body":"Sadly, from looking round here you are....

SOMETHING on your network is blocking Dropbox - your ISP maybe? Your corporate filtering if at work?","body@stringLength":"154","rawBody":"Sadly, from looking round here you are....

SOMETHING on your network is blocking Dropbox - your ISP maybe? Your corporate filtering if at work? ","author":{"__ref":"User:user:1972"},"isEscalated":null,"parent":{"__ref":"ForumTopicMessage:message:264608"}},"Revision:revision:266189_1":{"__typename":"Revision","id":"revision:266189_1","lastEditTime":"2018-02-22T14:54:48.721-08:00"},"QueryVariables:ReplyList:message:266189:1":{"__typename":"QueryVariables","id":"ReplyList:message:266189:1","value":{"id":"message:266189","first":10,"sorts":{"postTime":{"direction":"ASC"}},"repliesFirst":3,"repliesFirstDepthThree":1,"repliesSorts":{"postTime":{"direction":"ASC"}},"useAvatar":true,"useAuthorLogin":true,"useAuthorRank":true,"useBody":true,"useKudosCount":true,"useTimeToRead":false,"useMedia":false,"useReadOnlyIcon":false,"useRepliesCount":true,"useSearchSnippet":false,"useAcceptedSolutionButton":true,"useSolvedBadge":false,"useAttachments":false,"attachmentsFirst":5,"useTags":false,"useNodeAncestors":false,"useUserHoverCard":true,"useNodeHoverCard":false,"useModerationStatus":true,"usePreviewSubjectModal":false,"useMessageStatus":true}},"CachedAsset:text:en_US-shared/client/components/users/UserAvatar-1734449632000":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/users/UserAvatar-1734449632000","value":{"altText":"{login}'s avatar","altTextGeneric":"User's avatar"},"localOverride":false},"CachedAsset:text:en_US-shared/client/components/ranks/UserRankLabel-1734449632000":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/ranks/UserRankLabel-1734449632000","value":{"altTitle":"Icon for {rankName} rank"},"localOverride":false},"CachedAsset:text:en_US-components/messages/AcceptedSolutionButton-1734449632000":{"__typename":"CachedAsset","id":"text:en_US-components/messages/AcceptedSolutionButton-1734449632000","value":{"accept":"Mark as Solution","accepted":"Marked as Solution","errorHeader":"Error!","errorAdd":"There was an error marking as solution.","errorRemove":"There was an error unmarking as solution.","solved":"Solved"},"localOverride":false},"CachedAsset:text:en_US-components/messages/ThreadedReplyList-1734449632000":{"__typename":"CachedAsset","id":"text:en_US-components/messages/ThreadedReplyList-1734449632000","value":{"title":"{count, plural, one{# Reply} other{# Replies}}","title@board:BLOG":"{count, plural, one{# Comment} other{# Comments}}","title@board:TKB":"{count, plural, one{# Comment} other{# Comments}}","title@board:IDEA":"{count, plural, one{# Comment} other{# Comments}}","title@board:OCCASION":"{count, plural, one{# Comment} other{# Comments}}","noRepliesTitle":"No Replies","noRepliesTitle@board:BLOG":"No Comments","noRepliesTitle@board:TKB":"No Comments","noRepliesTitle@board:IDEA":"No Comments","noRepliesTitle@board:OCCASION":"No Comments","noRepliesDescription":"Be the first to reply","noRepliesDescription@board:BLOG":"Be the first to comment","noRepliesDescription@board:TKB":"Be the first to comment","noRepliesDescription@board:IDEA":"Be the first to comment","noRepliesDescription@board:OCCASION":"Be the first to comment","messageReadOnlyAlert:BLOG":"Comments have been turned off for this post","messageReadOnlyAlert:TKB":"Comments have been turned off for this article","messageReadOnlyAlert:IDEA":"Comments have been turned off for this idea","messageReadOnlyAlert:FORUM":"Replies have been turned off for this discussion","messageReadOnlyAlert:OCCASION":"Comments have been turned off for this event"},"localOverride":false},"CachedAsset:text:en_US-shared/client/components/nodes/NodeAvatar-1734449632000":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/nodes/NodeAvatar-1734449632000","value":{"altTitle":"Node avatar for {nodeTitle}"},"localOverride":false},"CachedAsset:text:en_US-shared/client/components/nodes/NodeDescription-1734449632000":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/nodes/NodeDescription-1734449632000","value":{"description":"{description}"},"localOverride":false},"ModerationData:moderation_data:266290":{"__typename":"ModerationData","id":"moderation_data:266290","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:266290":{"__typename":"ForumReplyMessage","uid":266290,"id":"message:266290","revisionNum":1,"author":{"__ref":"User:user:623967"},"readOnly":false,"repliesCount":1,"depth":5,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"parent":{"__ref":"ForumReplyMessage:message:266189"},"conversation":{"__ref":"Conversation:conversation:264608"},"subject":"Re: Desktop app stuck at \"Connecting\"... No firewall, proxy, etc...","moderationData":{"__ref":"ModerationData:moderation_data:266290"},"body":"

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.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2018-02-23T10:18:07.671-08:00","lastPublishTime":"2018-02-23T10:18:07.671-08:00","metrics":{"__typename":"MessageMetrics","views":8581},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001012/message:264608/message:266290","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjQuMTF8Mi4xfGl8M3w1MjoxfGludCwyNjY3MTQsMjY2NzE0","node":{"__ref":"ForumReplyMessage:message:266714"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:266714":{"__typename":"ModerationData","id":"moderation_data:266714","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:266714":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:330246"},"id":"message:266714","revisionNum":2,"uid":266714,"depth":6,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"parent":{"__ref":"ForumReplyMessage:message:266290"},"conversation":{"__ref":"Conversation:conversation:264608"},"subject":"Re: Desktop app stuck at \"Connecting\"... No firewall, proxy, etc...","moderationData":{"__ref":"ModerationData:moderation_data:266714"},"body":"
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! 
\n
 
\n
When it comes to our colleague’s request to reply through the account associated with this discrepancy:
\n
 
\n
\"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.\"
\n
 
\n
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. 
\n
 
\n
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. 
\n
 
\n
Again, I appreciate your cooperation & I remain at your disposal should you need further assistance! 
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