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Forum Discussion
Issues with connecting to the desktop app - permanently stuck on Starting...
Our current configuration for our organization's dropbox is as such - we have one dropbox account which is shared with multiple individuals and is typically logged into on the desktop dropbox application by multiple computers throughout the day. For whatever reason, our ability to access the desktop dropbox app stopped the other day. We are both currently stuck in one of two options: either dropbox tells us that it is starting... and never does start, or it tells us that the we cannot connect to internet, even though both of us are currently connected to wifi, and never stops starting a sync that doesn't exist.
Currently here is the list of things that we have tried to fix the issue:
- Restarted computer multiple times
- Full Reinstall, with restart inbetween
- Different Wifi connections
- Unlinking our computers via the admin menu in Dropbox (they no longer can be linked since we are stuck on the Starting menu)
- Tried Deleting the Dropbox cache folder
- Full Windows Update
- Using a different account with shared access, still can't access the desktop app so that doesn't change anything
So far we have run out of ideas/things that we were able to find on the forum as a potential fix, any other ideas would be greatly appreciated. If you need any additional information as well I can provide that in the thread.
- I am having the exact same issue but on my MacBook Air and now the icon is no longer on my toolbar in the upper righthand corner. I can’t connect to anything and it’s not synching… This is how both of my locations and my laptop have been working for over 8 years. Please help!
- Jay
Dropbox Staff
Hi jhashimoto, thanks for bringing this to our attention.
Just for clarification, are you sharing the account credentials or is this a Dropbox Business team with different licenses accessing the account?
Have you previously tried an advanced reinstallation of the Dropbox desktop application? Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?
This will help me to assist further!
Here I have the same problems. The message “Connecting” appears in the Windows application. I have already formatted the computer and installed the Windows 11 23H2 version and the Dropbox application and it does not work. I'm on the internet normally.
- Megan
Hey The CryoBar & JParts, let's see what we can find on this!
First thing I'd like to ask the OS your MacBook Air is using.
Is there a chance that you have some kind of security app/service that won't allow Dropbox to connect properly?
Maybe a firewall, or any other programs like an antivirus or VPN that could be blocking Dropbox and its domains?
Another thing, that I've seen in the past for some users is the device limit. If you're on a Basic plan, then you might have reached the 3-device-limit, and that might be stopping your app from connecting properly.
I mentioned this because JParts you said that you formatted your computer, so the system could "see" it as a new device.
Can you check your security page in your account settings, and let me know?
Thanks a bunch!
- Megan
Hey jhashimoto, can you clarify the app's version, and OS you're using?
If you open your Dropbox folder, and right click there can you check the folder's properties to see how many files you have there?
I got exactly the same problem. Corporate laptop. Dropbox desk app is not connecting as described below. In all fairness in the last several months it was struggling to sync but eventually was syncing randomly after several hours. Now it's completely dead. My IT department has been involved and we tried them all. Uninstalled multiple times. It only then re-install with the off-line version. Checked firewall, changed wifi. You name it. I have a cheap tablet and it connects just fine. Please help
