View, download, and export
Need support with viewing, downloading, and exporting files and folders from your Dropbox account? Find help from the Dropbox Community.
MacBook 14.9
OS: Sonoma 14.4
Hi, I need some advice:
When transferring video/audio clips from desktop to a dropbox paper document, the files will transfer over but there wont play, error appears "www.dropbox.com refused to connect" see screen shot.
This was working fine last week, however it potentially stopped working after my MacBook upgrade to Sonoma 14.4.
This happens on chrome, chrome is running the latest update, has been reset and checked for anything blocking it, cache has also been cleared (set to all time).
Safari wont let me access dropbox, I sign in using my credentials, it appears to load and then it goes back to the signing in screen again.
Firefox has also been tried and that states that app cant support dropbox and has limited functionality.
This always worked on chrome with no issues and it has stopped for some reason.
Could please a list of troubleshooting actions please.
I checked previous post on here
Hi, thanks for your response.
I can confirm, for whatever reason the audio/video files will now play with no issues at all. The error is no longer appearing.
Could you offer any advice why this error has disappeared and randomly fixed it self?
Thanks
Hi @DavidM07, welcome to our Community!
Did you try an incognito or private browsing window as well? Could there be a VPN, firewall, security app, or antivirus restricting traffic to any of our official domains?
Also, what type of files are giving you the error and how large are they?
Let me know more, and we'll take it from there!
Megan
Community Moderator @ Dropbox
dropbox.com/support
Did this post help you? If so, give it a Like below to let us know.
Need help with something else? Ask me a question!
Find Tips & Tricks Discover more ways to use Dropbox here!
Interested in Community Groups? Click here to join!
Hi, yes I have incognito mode and private window and its still the same.
Files sizes are:
Smallest file is 17.8MB
Largest file is: 44MB
Files are waveform audio.
Currently looking into VPN, firewall, security app, or antivirus restricting the traffic
Hey @DavidM07 - sorry to jump in here, but could you try with another type of file or renaming the files and let us know if you still get the same results?
Keep us posted on the security apps that might be interfering as well!
Walter
Community Moderator @ Dropbox
dropbox.com/support
Did this post help you? If so, give it a Like below to let us know.
Need help with something else? Ask me a question!
Find Tips & Tricks Discover more ways to use Dropbox here!
Interested in Community Groups? Click here to join
Hi,
I have tried renaming both audio and video files and the same error appears.
With regards to VPN, firewall, security app, or antivirus, they were disabled.
Can you please advised on the next steps please?
Thanks for the additional information @DavidM07 - much appreciated.
Would it be OK if I reached out via email to have a further look internally?
Walter
Community Moderator @ Dropbox
dropbox.com/support
Did this post help you? If so, give it a Like below to let us know.
Need help with something else? Ask me a question!
Find Tips & Tricks Discover more ways to use Dropbox here!
Interested in Community Groups? Click here to join
In terms of remotely connecting to my MacBook to take a look?
Thanks
Hi from me as well, @DavidM07! By opening a ticket, we’ll be able to see more details on your Dropbox account and potentially send this over to our specialized team, if necessary.
Please check your Dropbox email address, and reply back to my ticket when you get the chance.
Thanks!
Nancy
Community Moderator @ Dropbox
dropbox.com/support
Did this post help you? If so, give it a Like below to let us know.
Need help with something else? Ask me a question!
Find Tips & Tricks Discover more ways to use Dropbox here!
Interested in Community Groups? Click here to join!
Hi, thanks for your response.
I can confirm, for whatever reason the audio/video files will now play with no issues at all. The error is no longer appearing.
Could you offer any advice why this error has disappeared and randomly fixed it self?
Thanks
Hi @DavidM07, currently, we don't have any information on why the issue appears to have gone.
If you do experience this issue again, please contact the support team directly for them to investigate it in more detail.
Jay
Community Moderator @ Dropbox
dropbox.com/support
Did this post help you? If so, give it a Like below to let us know.
Need help with something else? Ask me a question!
Find Tips & Tricks Discover more ways to use Dropbox here!
Interested in Community Groups? Click here to join!
Hi there!
If you need more help you can view your support options (expected response time for a 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!