Dropbox Paper error: www.dropbox.com refused to connect.

[DavidM07]

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

[Megan]

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!

[DavidM07]

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 

[Walter]

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!

[DavidM07]

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?

[Walter]

Thanks for the additional information @DavidM07  - much appreciated.

Would it be OK if I reached out via email to have a further look internally? 

[DavidM07]

In terms of remotely connecting to my MacBook to take a look?

Thanks

[Nancy]

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!

[DavidM07 · Accepted solution]

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

[Jay]

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.