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Forum Discussion

pasto's avatar
pasto
Explorer | Level 3
8 years ago
Solved

Authentication required on ipad files app

Hello, 

when trying to import from the files app on an iPad, it keeps asking for authentication in the Dropbox app, I did logged myself in the app but Files keeps asking and don’t give me access to the dB files.

thanx a lot for your help.

 

Mobile
Setting up the apps
Third Party Integrations
  • Potterd's avatar
    Potterd
    8 years ago
    My issue was resolved when I used the Files app on a different device (Pad) to access Dropbox and then returned to the 1st device (iPhone) to find that the problem was fixed. I took this opportunity to clean up the device list info in Dropbox/Settings/Security in case Dropbox Security is to blame. Hope this helps someone .....
  • Lusil's avatar
    Lusil
    8 years ago
     
    Sorry to hear that you’re still having trouble with this. In order to further investigate on the matter, I’d recommend moving this discussion to email. For this reason, I’ve sent you an email to the email address associated with your Forum profile. Please check your inbox for my latest message. 
     
    Cheers!
  • Abernathy's avatar
    Abernathy
    8 years ago

    Hi pasto (and everyone!) 

    Sorry to hear you're experiencing this issue. We've fixed this for the next release, but it won't be out for about a week and a half.

    In the meantime, we do have a workaroudn: After you've logged into Dropbox, simply restart your device. It's sort of annoying as a workaround, but we've found it consistently works because the restart makes all of the underlying process associated with the Files app restart as well, which breaks out of the authentication issue.

    Please note: This workaround will not work if you're logged out when the device is restarted.

    Cheers!

24 Replies

Replies have been turned off for this discussion
  • Lusil's avatar
    Lusil
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Hey pasto!
     
    Could you please clarify if you’re able to access your files through the mobile app? Could you also provide me with a screenshot of the error message that you’re seeing (excluding personal info) so as to have a better understanding?
     
    Thanks in advance!
  • Potterd's avatar
    Potterd
    Helpful | Level 5
    8 years ago

    For what it's worth, I am having the same problem.  Cannot access Dropbox via the Files App - asks me to open the Dropbox app and sign in and I am already signed in with Passcode disabled and can access files without issues.  Also no problem accessing Dropbox via the Adobe app - reachable via [personal information removed]

  • Lusil's avatar
    Lusil
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Sorry to hear that, Potterd. Initially, please note that I’ve removed personal info included in your post for security and privacy purposes. 
     
    Moving on to your concern though, could you please try disabling Passcode and try again? Maybe that will do the trick. 
     
    Let me know how it goes!
  • Buldir's avatar
    Buldir
    Explorer | Level 4
    8 years ago

    I’m also having this issue without having a passcode enabled.

     

    iOS 12.1

    Dropbox app 120.2.4

     

  • Potterd's avatar
    Potterd
    Helpful | Level 5
    8 years ago
    My issue was resolved when I used the Files app on a different device (Pad) to access Dropbox and then returned to the 1st device (iPhone) to find that the problem was fixed. I took this opportunity to clean up the device list info in Dropbox/Settings/Security in case Dropbox Security is to blame. Hope this helps someone .....
  • Buldir's avatar
    Buldir
    Explorer | Level 4
    8 years ago

    Thanks for the suggestion, Potterd. I rebooted the iPad, opened the Files app, and access to my Dropbox files was restored.

  • Lusil's avatar
    Lusil
    Icon for Dropbox Staff rankDropbox Staff
    8 years ago
    Thanks for getting back to us on this, Potterd and Buldir, glad to hear that you were able to resolve your concern in the end. :laughing:
     
    Should you have any other questions, just give us a shout. In the meantime, have a wonderful day ahead! 
  • Potterd's avatar
    Potterd
    Helpful | Level 5
    8 years ago
    First time forum user so appreciate the guidance !
  • annamariem's avatar
    annamariem
    New member | Level 2
    8 years ago
    Hi,

    I unfortunately have the same issue but am not able to solve it with the method described in the previous comments.
    No matter how many times I log out and log into the dropbox app, having it synced with the Files app on my iPad, the Files app on my iPhone would repeatedly ask for authentification.

    Any suggestions?
  • Buldir's avatar
    Buldir
    Explorer | Level 4
    8 years ago

    By "previous comments," do you also mean mine? Did you try rebooting your phone? 

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