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Forum Discussion

Hasnain's avatar
Hasnain
Helpful | Level 5
7 years ago

Dropbox not launching on Windows 7 professional

Hi I am using Windows 7 proffesional service pack 1. just got the computer from a friend. have installed the windows app via the dropbox website. but the dropbox app will not launch. when i click o...
Desktop
Setting up the apps
Windows
  • Jane's avatar
    Jane
    7 years ago
    Thanks for the swift reply & taking the time to grab this screenshot for me Hasnain! 
     
    Can you disable Defender as well during the installation? Connection problems usually mean there is a proxy, firewall, antivirus or other type of security program in the way. Incorrect date and time on your computer could also prevent Dropbox from getting a secure connection, please make sure this is not the case before checking anything else.
     
    If your date and time are correct please check other security applications. This resource  goes into detail of the latest known security problem interactions
     
    If you have an antivirus and/or firewall running, make sure you do the following:
    - Allow "Dropbox" (or "Dropbox.exe") to access ports 80 (HTTP) and 443 (HTTPS).
    - Add dropbox.com to the list of approved sites (white list) and make sure it is not on a black list.
    - In general, you need to allow *.dropbox.com and *.getdropbox.com to access all the hosts in our domain, since our IPs are constantly changing you need to approve/unblock by domain.
    - Some antivirus have special features that scan SSL traffic, please review your vendor's documentation and make sure you exclude Dropbox from the list.
    - Some firewalls also act as proxies for your computer, so you might need to add them in the proxies Preferences panel to correctly connect.
     
    If the issue you’re facing persists, please let me know which security applications are you running in your device to make sure this is not an interaction with any of them. 
     
    Please take a bit of your time to try my suggestions at your convenience & let me know of the outcome here. Thanks again for your cooperation & I’m looking forward to hearing back from you! 
Jane's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff
7 years ago
Hey there (Hasnain), assuming that you can access our website as expected, you may have a look at these pointers that could be helpful: 
 
Spoiler
  • Initially, are you connecting through a work network by any chance? If so, you may have to check with your company’s IT, as there may be an update on your Firewall settings (or some other additional security precaution put in place) that’s been affecting your connection. Are you having any issues loading your account online? Also, is it the first time that you're installing Dropbox on this device/ on this network? 
  • Are other users in your network experiencing the same behavior incidentally? Have you reset your router maybe? 
  • If all other settings have been checked correctly, then it’s highly likely that an antivirus, security program, proxy or VPN is blocking the Dropbox desktop app from updating. Can you make sure the domains listed here are allowed or whitelisted?
  • Last but not least, I’d appreciate a screenshot (omitting personal info) of the blank window you’re seeing on your end. 
  • Do you see any Dropbox-related processes running in your Task Manager incidentally?  
Please let me know of your findings in your next message here so as to follow-up with you as closely as possible. Thanks in advance & I’ll be awaiting your next reply!
  • Hasnain's avatar
    Hasnain
    Helpful | Level 5
    7 years ago

    Hi Jane,

     

    please check my replies below which are underlined. Thanks

    Jane
    Spoiler
    • Initially, are you connecting through a work network by any chance? No i am not connecting through a network If so, you may have to check with your company’s IT, as there may be an update on your Firewall settings (or some other additional security precaution put in place) that’s been affecting your connection. Are you having any issues loading your account online?i can load my account online without any issues Also, is it the first time that you're installing Dropbox on this device/ on this network? I have installed on my previous computer without any issues
    • Are other users in your network experiencing the same behavior incidentally? Have you reset your router maybe? NO
    • If all other settings have been checked correctly, then it’s highly likely that an antivirus, security program, proxy or VPN is blocking the Dropbox desktop app from updating. Can you make sure the domains listed here are allowed or whitelisted? I have removed all anti virus programs have left windows defender only
    • Last but not least, I’d appreciate a screenshot (omitting personal info) of the blank window you’re seeing on your end. 
    • Do you see any Dropbox-related processes running in your Task Manager incidentally? yes drobbox.exe on the task manager on the proccess tab but not on the aplication tab  
     



  • Hasnain's avatar
    Hasnain
    Helpful | Level 5
    7 years ago

    Hi Jane,

    Please see attached the screenshot

     

    Thanks

    • Jane's avatar
      Jane
      Icon for Dropbox Staff rankDropbox Staff
      7 years ago
      Thanks for the swift reply & taking the time to grab this screenshot for me Hasnain! 
       
      Can you disable Defender as well during the installation? Connection problems usually mean there is a proxy, firewall, antivirus or other type of security program in the way. Incorrect date and time on your computer could also prevent Dropbox from getting a secure connection, please make sure this is not the case before checking anything else.
       
      If your date and time are correct please check other security applications. This resource  goes into detail of the latest known security problem interactions
       
      If you have an antivirus and/or firewall running, make sure you do the following:
      - Allow "Dropbox" (or "Dropbox.exe") to access ports 80 (HTTP) and 443 (HTTPS).
      - Add dropbox.com to the list of approved sites (white list) and make sure it is not on a black list.
      - In general, you need to allow *.dropbox.com and *.getdropbox.com to access all the hosts in our domain, since our IPs are constantly changing you need to approve/unblock by domain.
      - Some antivirus have special features that scan SSL traffic, please review your vendor's documentation and make sure you exclude Dropbox from the list.
      - Some firewalls also act as proxies for your computer, so you might need to add them in the proxies Preferences panel to correctly connect.
       
      If the issue you’re facing persists, please let me know which security applications are you running in your device to make sure this is not an interaction with any of them. 
       
      Please take a bit of your time to try my suggestions at your convenience & let me know of the outcome here. Thanks again for your cooperation & I’m looking forward to hearing back from you! 
      • Hasnain's avatar
        Hasnain
        Helpful | Level 5
        7 years ago

        Hi Jane,

        it worked after i unabled the windows defender,

        Thanks for your help and support

        Kind Regards

        Hasnain

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