Forum Discussion

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...

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?

Double check your installed apps to make sure they're not actively blocking Dropbox, for example: anti-virus and firewall programs that could trigger this. If needed, you can allow firewall and security permissions for the Dropbox desktop app.

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

robert1881

Helpful | Level 5

Jay

I have also tried this solution and it still does not let me even type in my user/password to login to the app on my desktop.

Redalong

Helpful | Level 5

2 years ago

I have exactly the same issue. Actually just started a new topic before I saw this one. I already tried all the steps mentioned here. Dropbox logo stays gray and if I click on it it is stuck at connecting. No problem on other devices or Dropbox online.

Megan
Dropbox Staff
2 years ago
Hi Redalong, I just sent you an email.

I'll see you there!
Jay
Dropbox Staff
2 years ago
I can see that the ticket is still active on our system, and that it was previously already sent to a specialist team to investigate further.

I've gone ahead and updated the ticket and the agent should get back to you as soon as possible.
Megan
Dropbox Staff
2 years ago
Hi Redalong, I can see that after your latest message here, you've heard back from our agents, and you're working towards finding a resolution to this.
brickbybrick
New member | Level 2
2 years ago
Hi, I am just wondering if a solution was found to this issue. I have Windows 11 and have tried every suggestion that has been provided without success including using the offline installer from dropbox and yet it still is looking for a internet connection to install. Can you please advise what the solution for the other users was so that I can also fix my problem. Thanks
anonymous
2 years ago
I have the same problem as other users (starting 2 days ago). I tried "everything" (firewall, antivirus, etc.) mentioned here. No luck. What's the resolution? Can you please contact me?

P.S. Yes, I have the internet connection to send this post
Hannah
Dropbox Staff
2 years ago
Hey robert1881, it sounds like you replied to that ticket after it was closed.

Can you send us the ticket number for the new communication (the one that went to the unmonitored inbox)?

As for you, Redalong, can we email you as well?
Redalong
Helpful | Level 5
2 years ago
Hannah yes, you can email. Thanks!
Lasselanta
Explorer | Level 3
2 years ago
Hi!
I have been having the same problem for approximately a month: first, Dropbox (Plus) on my laptop stopped synchronizing properly (stuck at 99%), and when I tried to re-install the app, it started claiming my computer were offline. I have tried all the solutions mentioned in this thread (as well as elsewhere), but nothing helps. I blame Windows 11 because my phone, computer and tablet work fine. Still I really need the access from my laptop, too.
bartb
Helpful | Level 6
2 years ago
That's a bit weird, because Dropbox works fine on my home laptop running Windows 11, and it stopped working on my work laptop running Windows 10.
Redalong
Helpful | Level 5
2 years ago
My problem is also on windows 10.