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

    Thanks for the update Adropped 

     

    Could you try the latest stable version of the app from this page directly and let me know how it goes?

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

    Hello, I tried the advanced uninstall and followed the steps.
    Installed Dropbox Version 183.4.7058 and signed in. Am still getting the same message "You are using old version of Dropbox. Please download latest version...."
    The latest version was causing me problems.
    please guide me.

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

    Hey Adropped - have you tried a clean, advanced reinstall yet?

     

    Make sure you're not connecting more than 3 devices to your account as you might hit your device limit.

     

    Let us know how it goes?

     

    PS: If you have any security software running on your computer, you can temporarily disable them as well during the reinstall. 

  • 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.

  • 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?

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

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

  • 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. 

  • 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.

  • 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.

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