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fraser3's avatar
fraser3
New member | Level 2
8 months ago

Not able to sign in via iMac

Problem - Used dropbox app on same iMac with same internet provider (sky) since 2019 with no issues. Unable to sync since yesterday.

 

Troubleshoot observations;

1. Still able to access Dropbox account via web browser.

2. After unable to synch, signed out and then could not sign back in on app.

3. Received error message to say not connected to internet (despite being connected via email/browser etc.)

4. Contacted ISP - told no issues. Advised to try IP reset by turning off router for one hour. This worked when attempted to access Dropbox again but only lasted for 5-10 minutes and then stopped syncing.

5. Created new user on same iMac with same network. Able to access Dropbox account.

6. Able to access Dropbox account on same network using original user on difference device (MacBook)

7. Dropbox technical support repeatedly advised reinstall. Solution failed.

8. Current solution working - using VPN on iMac with original user and able to access Dropbox

 

Any solution to how I can access Dropbox on my iMac using my ISP network would be greatly appreciated.

 

Thanks

Desktop
Mac
Sync
  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    8 months ago

    Hi there fraser3 - sorry to hear you're having issues with this.

     

    Since you've already contacted our support team about this, could you share your ticket's ID with us so that we can look it up in our system?

     

    Also, what is your computer's exact OS version and the version of the Dropbox desktop app installed there? Did you try the offline installer from this page directly? 

     

    Do you happen to be running any 3rd party apps that could be causing issues on your original profile on your computer, like an antivirus, firewall, VPN/ proxy setting etc.? 

     

    Let us know more and we'll take it from there. 

    • fraser3's avatar
      fraser3
      New member | Level 2
      8 months ago

      Hi

      Tried the installer already

      Not aware of any third party apps apart from the VPN. Not sure if that has affected things - was installed over a week ago and Dropbox only stopped working yesterday so had around a week of no issues. No other apps installed in last week. Currently the VPN is a the solution.

      My system is updated to Sonoma 14.4.1

      Ticket is 23517392

      Thanks

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

        Thanks for the ticket ID fraser3 

         

        I was able to locate it in our system and passed your comments on to the expert who's handling your case.

         

        They'll be reaching out to you soon via your ticket, but please let us know if you have anything else to add in the meantime. 

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