Issues with connecting to the desktop app - permanently stuck on Starting...

[jhashimoto]

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. 

[Jay]

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!

[The CryoBar]

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!

[JParts]

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!

[kkkkkkirk]

exact same issue here, the only difference is I am constantly on VPN.

dropbox desktop app has been working fine on my PC for years and this started to happen just a couple days ago on both my personal PC and work PC.

have tried 1) turning off firewalls; 2) restart PC; 3) reinstall dropbox but no luck.

[Jay]

Hi @kkkkkkirk, did you try an advanced reinstall as I mentioned above? Are you able to connect to Dropbox using another network connection?

[JParts]

There is a firewall at my location, but no changes (release or blocking) have been made recently. Have there been any changes to the Dropbox Windows app connections? The application connects through which IP and port? With this information I will be able to release it through the firewall.

Regarding the question of identifying my computer as a "new device", this does not happen. The Dropbox app for Windows doesn't actually display the login screen, it just stays gray next to the clock. When you click on the icon, an animation is displayed and the footer says "Starting".

I use Brazilian version:

I installed the application on other computers on my network and the same problem occurs.

Installation normally occurs using the installer available on the Dropbox website. Download and installation are performed.

My current version is 194.4.6267

[Jay]

You'll need to whitelist these domains for the Dropbox desktop application, if the firewall could be blocking any of them.

[jhashimoto]

Hi Jay - I have done the advanced reinstall a couple of times, still no luck with the desktop app. I have also disabled windows firewall/whitelisted the domains for the app to work. I don't currently use a VPN, and this suddenly happened within the last couple of days with a previously working account.