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CLC

"Error while restoring data" from Dropbox

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I am running Enpass on Windows 10 (version from the Microsoft Store).  It has suddenly stopped syncing with Dropbox, although had been working previously.

I eventually uninstalled and reinstalled the program, but still have the same problem.

1. I can connect to Dropbox and Enable access successfully.  When I select Open Enpass Password Manager in the browser, the Enpass App then tries to connect to Dropbox but returns the message: "Error while restoring data".  Everything else is working normally, including network connections etc.

2. In the absence of the Dropbox link, I restored from a local backup and then tried to register.  Interestingly, when I tried to register the installation, Dropbox returned the message "No Internet Connection"!  Yet, my internet connection is working just fine.  I have tried disabling the firewall, but that made no difference.  In any event, Enpass has specific permission to penetrate the firewall, so that is not the problem.  So if the internet connection is working, and the firewall is not the problem, why can't Enpass see/use the internet connection?

What can I do to get Enpass to connect with Dropbox again?

Thank you for your help.

Enpass Error While Restoring Data.jpg

No Internet Connection.jpg

Edited by CLC

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Hi @CLC

We are sorry for the inconvenience caused to you.

It seems that any third-party app is blocking Enpass to connect with internet. Please let us know are you using any proxy/firewall or Antivirus, which is blocking Enpass to establish connection to the internet.

Thanks.

 

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Hi Garima,

As I mentioned in my original post, there is no firewall or antivirus blocking the program, of which I am aware.

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Hey @CLC

Thanks for writing back.

To check if Enpass have an internet connection, please follow these steps:

1. Right-click on the password field in the item → Select Check if Pwned from the options menu.
2. On the next screen, you’ll see a message to validate the operation. Click Continue and check if it successfully gives output or showing any error message.

Please also let us know the following details so we can help you better:

  • Are you able to register on any other device?

Thanks for the co-operation.

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Garima, the Check if Pwned test comes up with the message "SSL connect error".  All the other applications on my computer are having no problem connecting to the internet, so this problem seems to be specific to Enpass. 

I am able to connect to Enpass on my other devices (eg. Android phone.) without any problem.

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Hi @CLC

Thanks for sharing the details.

It seems that firewall is blocking Enpass to connect with internet. Please disable the same and check if the problem still persists.

Thanks for your cooperation.

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Hi Garima,

Point 2. of my original post said "I have tried disabling the firewall, but that made no difference.  In any event, Enpass has specific permission to penetrate the firewall, so that is not the problem."

I just uninstalled the program again; used Revo uninstaller to remove the remnants; used CCleaner to clean the registry; manually cleaned the registry by removing all references to Enpass ... then reinstalled the program.  No change.

I tried again with the firewall disabled, with the same result.  I have attached 3 screenshots showing the firewall disabled, Enpass having the rights to traverse the firewall, and the error which still comes up - SSL connect error.

None of my other programs are having a problem connecting to the internet.  What other settings could prevent Enpass from connecting?

Firewall OFF.jpg

Apps through Firewall.jpg

Pwned - SSL connection error.jpg

Edited by CLC

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Hi @CLC,

Thanks for your prompt reply and sorry for the trouble you're facing.
It seems that any app or third party software (Antivirus, proxy, firewall) is blocking Enpass to communicate with the internet. Could you please try restoring the data form cloud after altogether disable Firewall, Antivirus, or any network blocking software.
If the above steps don't help, could you please check if the Outbound Rules for Enpass is disabled in Windows Firewall settings. To check, please follow these steps:

  • Open Windows Firewall settings → Advanced settings→ Outbound Rules → Enpass password manager and check.

 Also, please let me know the Antivirus if you're using so that we can investigate further.
Thanks for your co-operation.

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Hi @Mvdveen,

Sorry for the inconvenience caused to you.

To check if Enpass have an internet connection, please follow these steps:

1. Right-click on the password field in the item → Select Check if Pwned from the options menu.
2. On the next screen, you’ll see a message to validate the operation. Click Continue and check if it successfully gives output or showing any error message.

Please also let us know the following details so we can help you better:

  • On which device (along with OS version) are you using Enpass?
  • Which Enpass version are you using?
  • Are you able to register on any other device?

Thanks for the co-operation.

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Thank you for your reply. 

As I will be offline for the next couple of months, I am unable to continue testing and we will need to pick this issue up again in September.

Best wishes.

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