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schifer's avatar
schifer
New member | Level 2
2 months ago

Unable to download from the website

Hello, is there anyone who can help me? It seems that our public IP is blocked, so we are unable to download from the Dropbox website. We cannot access 162.125.81.15 from our location. Our IP reputat...
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Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff

Hi there schifer - sorry to hear you're having issues with this.

 

Could you please let us know if you're getting the same results after clearing your browser's cache or using another browser?

 

How about when on another network or device? 

 

If you're getting a specific error, I'd appreciate a screenshot too.

 

Thanks!

schifer's avatar
schifer
New member | Level 2
2 months ago

Hi Walter, this issue only occurs with my public IP. I have tested with other connections on the same device and browser, and the download works. I have also tried several things:

  • During the file download process, the destination server is 162.125.81.15 on tcp/443, and the connection status shows "syn sent."
  • From the router, pinging to IP 162.125.81.15 results in an RTO, and during the traceroute, it breaks at HOP 162.125.86.141.

So, it seems that my public IP is indeed blocked by Dropbox, even though my IP's reputation is clean.

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 months ago

    Thanks for the additional information schifer 

     

    Could you also send me a screenshot of the error you're getting so that we can have a visual too? 

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