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nancystattrans's avatar
nancystattrans
Helpful | Level 6
3 years ago
Solved

"Couldn't complete sign in. Please try again." error on desktop app

I've had no problems in the past with my Dropbox App on my PC (basic account), and it was great because I got notifications when a client uploaded something.  For some reason (and it was after I installed Carbonite) my app wasn't loading.  Every time I tried to reload it, it asked me to sign in, and then it showed the error "Couldn't complete sign in. Please try again. "  I have uninstalled Dropbox and reinstalled several times, and it gives me the same error.  I'm able to use my phone app just fine, just not on the PC.   

 

I have paused Carbonite as well as Norton but that doesn't seem to help either.  I don't have Bitdefender or anything else loaded.  

 

Can anyone help?  I'm about to chuck the computer out the window and retire!  

desktop
Dropbox Basic
Error Messages
Install
  • nancystattrans's avatar
    nancystattrans
    3 years ago

    Hi Jay and Megan,

    I completely uninstalled Carbonite and Dropbox, rebooted my computer, reinstalled Dropbox, and viola it worked.  I'm going to attempt to reinstall Carbonite again but if it prevents Dropbox from working then Carbonite is the culprit.  Carbonite of course says it has no compatibility issues with any programs, but this might just prove them wrong.  If it doesn't work I'll ask for a refund from Carbonite since I'm a new customer.  Thank you for your help, it's very much appreciated!  Nancy

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  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hey Adropped, would you mind checking the Dropbox version again?

     

    It should look like this xxx.x.xxxx. For example, the most recent stable is currently at 198.4.7615.

  • Adropped's avatar
    Adropped
    Explorer | Level 4
    2 years ago

    HI Hannah,

    I checked again. The version is 198.4.7615
    I also noticed that when I run this application it slows down my whole computer and uses up all my memory. 
    Is it possible to go back to last year's versions when it was working very well?
    Thank you.

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Adropped, you can try to install an older version of the Dropbox app. However, Dropbox will automatically update it to the latest one sooner or later.

     

    Did you check the provided solution here and it didn't help?

  • Adropped's avatar
    Adropped
    Explorer | Level 4
    2 years ago

    Hi,

    I did try installing and reinstalling Dropbox - now have lost track of the versions. Is it possible for you to share a link of a recommended older version and I can try again?

    Thanks.

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    While, in general, we don’t recommend installing an older app version, you can find all of them on this page and test if the issue doesn’t persist on a different one.

  • Ronshere's avatar
    Ronshere
    Explorer | Level 3
    2 years ago

    I am trying to reinstall Dropbox.  It mysteriously disappeared today.  I get as far as this screen and nothing  happens. 

  • Ronshere's avatar
    Ronshere
    Explorer | Level 3
    2 years ago

    Hi  Yes I did all of that.  it hangs at that screen. 

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hey Ronshere, sorry to see that you're having this issue.

     

    I moved your thread to an already existing one about the same issue; can you take a look at the troubleshooting steps provided here, to see if any of them are helpful in your case?

  • Adropped's avatar
    Adropped
    Explorer | Level 4
    2 years ago

    Hello,

    I picked a version of Dropbox 183.4.7058 Offline Installer.x64
    Unfortunately, it did not work as it kept tellingme to update the version. 
    Which is the oldest version I can use so we can identify where the problem starts?

    Thank you.

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