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Forum Discussion

Lyralina's avatar
Lyralina
Explorer | Level 4
2 years ago

Dropbox thinks my PC is offline

Dropbox installer fails, saying "The installer could not connect to the Internet. Ensure that your computer is connected to the Internet and your firewall allows DropboxUpdate.exe to connect then try...
desktop
Error Messages
Install
Windows
  • Sam DBX's avatar
    Sam DBX
    2 years ago
    Hi everyone,
     
    I want to go through some of the main reasons you might be seeing the "No internet connection. Your computer is currently offline. Please check your network settings” message, and how you can fix it.
     
    Why are you getting this message?
     
    The most likely reason is that there is another app installed on your device or network that is trying to intercept Dropbox's traffic. You may also see this message if you’re on our Basic plan, and have already already signed into three devices — more info on this here. 
     
    How can you resolve it? 
     
     
    • If your computer is on a work network, we’d recommend checking the permissions with your IT staff.
     
    • Update your software and operating system, as these updates often include patches for known vulnerabilities, and fix bugs and glitches that can lead to crashes or system instability.
     
    These are the two common triggers for this message (that we’ve seen so far)! And as always, if you need further assistance, please let us know.
     
    Thanks,
    Sam 
Redalong's avatar
Redalong
Helpful | Level 5
2 years ago

Using desktop app on laptop with windows 10. I’ve just discovered that for about a month Dropbox wasn’t working. So my documents are not updated on other locations. The logo is gray. When I click on it it stays on connecting. Nothing happens. I already tried the following:
1. I checked for updates.
2. Closed and open app.
3. Checked internet (everything else works).
4. Checked for windows update
5. Disabled proxy
6. Checked for AppStore troubleshooting
7. Uninstalled and reinstalled Dropbox.
Until now nothing helps.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey Redalong, sorry to hear you're having issues with this.

     

    Could you please try temporarily disabling any antivirus or firewall you might have running on your computer and try the offline installer from this page? 

     

    Let us know if you get any different results!

     

    As for you robert1881, would you like me to open a new support ticket for you perhaps? 

    • Redalong's avatar
      Redalong
      Helpful | Level 5
      2 years ago
      @Walter
      Thanks. I think I found the problem. Just not sure if there is anyway around it. I think the problem is something called Forticlient. I closed all other virus and firewall programs. But I can’t close this one. I asked IT but even they can’t close it. The official answer was: don’t use Dropbox (it’s laptop from work).
      If anyone knows any way to solve except stopping to use Dropbox, I’d love to hear. But I’m afraid I don’t have much choice.
      • bartb's avatar
        bartb
        Helpful | Level 6
        2 years ago

        I don't think so. I use FortiClient and that was never an issue. 

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