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Forum Discussion
All the browsers time out when trying to delete content online.
I have a client that whenever they try to delete a file on any browser (Edge, Chrome, Firefox). The browser comes up with a timeout error. The downloaded application works with deleting files just fi...
Forgot to mention, all the files we tried came up with the same time out popup. The weird thing is that they can upload files just fine with the browser, just deleting files. I read somewhere that clearing out the drop box cache might fix the issue, haven't tried that.
Megan
Dropbox Staff
Dropbox StaffHey Caled!
Yes, the firewall could be an issue, however I can't pinpoint why this would only happen when they try to delete content, and not when they upload stuff too. Interesting.
If they could clear the cache, and also try to temporarily try disabling their firewall just to see if the behavior remains the same, that'd be great info for us.
I'll be waiting for your updates!
I am going to be calling the client again here in a few minuets, but I figured while I had some time I'd post all my notes. For clarification the client is on a desktop that remotes into a server. On the server is where most of the issues occur.
While remoted into the server: Edge, Chrome, Firefox and the installed app the client is able to upload files, but is unable to delete files on the browsers listed. Deleting files on the app works.
While not in the server and on the local machine: They run into the same problem with deleting files on Chrome and Firefox but not on Edge. They are ABLE to DELETE files on Edge and the application on a local machine.
Here are my Tech Notes:- Originally I thought it was a browser issue, trying an incognito window and clearing cache. (In Chrome)
- The user said that edge worked local so we downloaded edge on the server and ran into the same issue.
- If the user is not connected to the remote desktop and on the local machine: Chrome and Firefox have the same issue of timing out, but Edge works.
- We found a band-aid fix of using the downloaded drop box application the User is able to delete files from that and it syncs with the website.
- On the website we are able to upload the problem is just deleting files and timing out.
- Walter
Thanks for all the additional information Caled
Just to make sure we're on the same page, can you send us a screenshot of the exact error they're getting and clarify the exact OS version of their device(s)?
Have you ensured that this is not caused by a security program, app or browser extension/plugin?
Couldn't get server OS information, don't want to bother the client anymore. Since we are closing the ticket. Here is all the additional info I gathered though.
Clicking Exit Page caused the next error
And if you cannot read the text it says "error code: RESULT_CODE_HUNG"
Local:
OS Name: Microsoft Windows 10 Pro
OS Version: 10.0.19045 N/A Build 19045
After the Call with the Client and talking with my Tier 3 Supervisor, he concluded it was most likely not firewall related but browser.On the local Machine we reinstalled Firefox and Chrome and they both allowed Uploading and Deleting files.
Since the Client is using a remote server implementing this fix effects everyone that remotes into the server, since this client is the only one that it is affecting, we both decided that uninstalling browsers would cause too many issues for everyone else that it would not be worth it. So with device functionality to clients satisfaction we closed the ticket.
Possible conclusions that I still have is, its most likely a browser issue of some kind. I did not see any extensions that would cause issues. I even disabled them for testing. It could also be a security thing, but the issue started happening randomly ("4-6 months ago" with "random days of it working" - Client). Which is even more confusing.
Anyway, I hope this information is helpful. If the issue comes up again with the same client I will try to post again. I will be monitoring this post for a few days if you have any more questions I might be able to answer.
