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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 ...
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!

Anticia's avatar
Anticia
Explorer | Level 3
7 years ago

It used to be just fine for months but since a week I have the very same issue and not even rebooting the iPad (twice) helped. It just doesn’t let me acces my files. When I tap "authenticate" it just freezes and remains like that until I either reboot it or wait for a few hours to pass. Dropping the app doestrogen do the trick.

I updated the iOS yesterday but it didn’t help either.

Same problem with favourites, too, the list disappears every now and then. Most often than not actually.

Lusil's avatar
Lusil
Icon for Dropbox Staff rankDropbox Staff
7 years ago
Sorry to hear that, Anticia. 
 
Have you tried signing out and back in, as well as clearing the cache, by any chance? Are you having this issue when you are connected to Wi-Fi or data? 
 
Any additional info on this would be greatly appreciated. Cheers!
  • Anticia's avatar
    Anticia
    Explorer | Level 3
    7 years ago

    Lusil
    Yes, signing in and out didn't help. However I'm not sure how to delete cache on iOS devices, I will look it up next time.
    I'm on always wi-fi, I don't have a data plan for my iPad.
    However my Authentication problem was solved eventually, by deleting and reinstalling the app (for the 2nd time). Not the disappearing Favourites, but it was the lesser issue anyway. It would be nice to have that feature but I can live without it.
    Thanks for the suggestions.

  • Lusil's avatar
    Lusil
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    Glad to hear you were able to resolve your initial concern, Anticia! 
     
    As for your other query, we could take this to email due to account-specific info required so as to further investigate. In this case, I can contact you via email to the email address associated with your Forum profile. 
     
    Let me know how you’d like to proceed! :upside_down:
  • Anticia's avatar
    Anticia
    Explorer | Level 3
    7 years ago

    @Lusil
    Thank you, that sounds nice!

  • Lusil's avatar
    Lusil
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago

    No worries, Anticia!

    I've sent you an email to the email address that's connected to your Forum profile, so please check your inbox for my latest message and we'll take it from there. 

    Thanks! :grin:

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