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New laptop won't connect to Dropbox and the Dropbox support believes it's Microsoft security settings

Anonymous
2025-04-15T05:14:43+00:00

I recently got a new laptop and downloaded the Dropbox app on it. When I try to access documents that I saved on a previous laptop, I get a message saying, "Make sure Dropbox is running on your PC, then try again". I tried to work with Dropbox helpdesk, but they believe it's a security issue from Microsoft. I followed their instructions to ensure the Dropbox app was allowed to access my files. And it is showing that permission has been granted for Dropbox. Yet my Dropbox cannot connect. Please help me! It would be great if someone could walk me through what the possible issues could be and how to fix them.

Windows for home | Windows 11 | Security and privacy

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  1. Anonymous
    2025-04-15T16:35:47+00:00

    Hello Michelle Wobst,

    Welcome to the Microsoft Community Support!

    I understand your frustration because of this issue. Since you've already granted permission for Dropbox, let's try a few other solutions that might resolve this issue:

    1. Restart your laptop and ensure Dropbox is running.
    2. Check the Dropbox system tray icon (bottom-right corner of your screen). If it's not running, launch it manually.
    3. Open Windows Security (search Windows Security in the Start menu).
    4. Go to Firewall & network protection → Click Allow an app through firewall.
    5. Find Dropbox in the list and make sure both Private and Public checkboxes are selected.
    6. Open Windows Security.
    7. Go to Virus & threat protection → Scroll down to Ransomware protection.
    8. Click Manage Controlled Folder Access.
    9. If Controlled Folder Access is ON, turn it OFF or add Dropbox to the list of allowed apps.
    10. If you're using third-party antivirus software, check its firewall settings. Sometimes, security programs block Dropbox from syncing.
    11. Quit Dropbox completely.
    12. Open File Explorer and go to C:\Users\YourUsername\AppData\Local\Dropbox.
    13. Delete the Dropbox folder.
    14. Restart Dropbox and try signing in again.
    15. If all else fails:
      1. Uninstall Dropbox (Settings -> Apps -> Apps & Features -> Dropbox -> Uninstall).
      2. Restart your laptop.
      3. Download the latest version of Dropbox from their official website and reinstall it.

    If the problem persists, please feel free to contact us via Contact Us - Microsoft Support.

    Best Regards, Van Johnson | Microsoft Community Support Specialist

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