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jwadley's avatar
jwadley
New member | Level 2
7 years ago

Dropbox icon greyed out

My DropBox icon is greyed out. I have unistalled and reinstalled with no luck. When I click on the greyed out icon, a box opens and on the bottom left is a circle that states "connecting..." but it never does. Please help, it's greatly appreciated.

Desktop
Setting up the apps
  • Jane's avatar
    Jane
    7 years ago
    Hey jwadley, 
     
    Thanks for checking in with us on the Dropbox Forum on this connection message, I hope you’re doing well today & I’d like to wish you a wonderful May ahead! 
     
    If I were in your shoes, I’d first check if this is just a network issue, so I’d try to load the Dropbox website & reset my router if I was unable to access Dropbox in both places. 
     
    Following, could you make sure that you’ve selected No proxy on your proxy settings? Also, can you make sure you've configured your firewall to work with Dropbox if you’re on a working environment and that the domains listed here are allowed or whitelisted? 
     
    Last but not least, I’d suggest disabling any Security/Antivirus programs & giving our offline installer a try (based on your OS):  
     
     
    Once you do, please keep me updated on your results in your next post (I’d also appreciate any visuals or additional troubleshooting you’ve done on your own), so that we work on that together as closely as possible. Thanks again & I’m looking forward to hearing back from you on this discussion! 
  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    Hey jwadley, 
     
    Thanks for checking in with us on the Dropbox Forum on this connection message, I hope you’re doing well today & I’d like to wish you a wonderful May ahead! 
     
    If I were in your shoes, I’d first check if this is just a network issue, so I’d try to load the Dropbox website & reset my router if I was unable to access Dropbox in both places. 
     
    Following, could you make sure that you’ve selected No proxy on your proxy settings? Also, can you make sure you've configured your firewall to work with Dropbox if you’re on a working environment and that the domains listed here are allowed or whitelisted? 
     
    Last but not least, I’d suggest disabling any Security/Antivirus programs & giving our offline installer a try (based on your OS):  
     
     
    Once you do, please keep me updated on your results in your next post (I’d also appreciate any visuals or additional troubleshooting you’ve done on your own), so that we work on that together as closely as possible. Thanks again & I’m looking forward to hearing back from you on this discussion! 
  • The4anoni's avatar
    The4anoni
    Helpful | Level 5
    7 years ago

    Which platform do you use now ? Computer or Phone ? Windows or Mac ? iOS or android ?

  • Calvin N.1's avatar
    Calvin N.1
    Explorer | Level 3
    7 years ago

    I too have just strted having this issue. I'm running El Capitan 10.11.6. I can access Dropbos from a browser and  from borwser the acocunt tells me my computer is linked but the app says the computer is not linked ot an account. I have just reinsalled the desktop app justto make sure that was not the problem but no goodcame of it. My Ipad is still linked. the deskto[ with the problem is where I keep my dropbos home folder  so . gulp!

        CN

     

    • Jane's avatar
      Jane
      Icon for Dropbox Staff rankDropbox Staff
      7 years ago
      Hey there (Calvin N.1), thanks a lot for the detailed description! I’ve located your open discussion on our system & I can see that it’s currently in our team specialists’ inbox. I’ve also included a copy of your comment here & I’ve made sure to raise your support priority internally, so you can expect a reply on the matter soon. 
       
      I hope that this is-even slightly- helpful to you & please do let me know here in case you need further assistance in any way & I’ll check back with you asap. Thanks & I hope you have a wonderful weekend ahead! 
  • VogueMillar's avatar
    VogueMillar
    New member | Level 2
    6 years ago

    Hi there

    I am having the same problem. The icon has been greyed out since logging on to a different wifi router (a 4G mobile wifi router) today, although it was working yesterday on fibreoptic broadband.

    I have followed all the steps you advised in your previous answer, and nothing has worked.

    I have also attempted to connect my computer to my account via my Dropbox mobile phone app.

    I have also contacted my wifi provider, who have conducted diagnostics on my signal. My signal seems to be strong, and everything else is working OK apart from Dropbox.

    Any help you can offer will be gratefully received!

    I cannot currently create links or share files from my desktop, and have to use the web browser.

    Cheers

    Heather

    • Jane's avatar
      Jane
      Icon for Dropbox Staff rankDropbox Staff
      6 years ago
      Hey Heather (VogueMillar), as you’ve mentioned that you’ve already tried to examine the possible cause on your end, let me dig a bit deeper through our Official Support channel. So as to look into the matter having all our tools available, I’ve made sure to reach out to you directly via email on my end. 
       
      Whenever you find some time, please check your inbox for my message & I’ll make sure to promptly get back in touch with you asap. Thanks for reaching out on our Community & I’ll be awaiting your next reply!

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