We Want to Hear From You! What Do You Want to See on the Community? Tell us here!
Forum Discussion
Solved
The app restarts and keeps asking for my credentials, even after signing in.
OS: Windows 11 24H2
Dropbox: 227.4.4774 desktop app
When I install Dropbox the installation completes and prompts for credentials. I follow the install prompts and my credentials are accepted. The desktop app starts working and asks what I want to sync. As a test I choose to only sync a single folder with 3MB of data. The client accepts my choice and shows animation for Starting (when I choose to view the desktop app status I can see this). The client does this for 30-60 seconds and then closes, reopens, and requests that I sign in again. This occurs over and over.
The firewall is not an issue because I have tested on the same model PC with the same build and polices and that works for a different (Basic) user. The end user cannot alter the firewall so my thought was that if Dropbox traffic was an issue we would see this here.
I do not get an app crash notification. It appears to simply restart. I noticed that even after accepting my credentials, while it is in the Starting phase it does not appear that I am logged in. The same credentials work to open my web access so I am sure the password is correct.
We found a cache file by viewing hidden files. Deleting this and re-trying worked for me. We can now login and see data sync.
6 Replies
- Megan
Dropbox Community Moderator
Hey there, xfilesphan, welcome to our Community!
The first thing I'd personally check would be your antivirus.
I suggest temporarily disabling any antivirus or security programs on your computer, and reinstalling the Dropbox application using our offline installer.
Also, do you, by any chance, have roaming profiles implemented or has your C drive or the locations where Dropbox folder will live (like your home directory or any of the folders within it) shared over a network drive?
The description you've provided seems to indicate that this may be the case, which is most likely the reason for the failure. Currently, installing Dropbox on either a shared folder or network drive, using redirected folders are not supported.
I’d recommend asking your IT administrator for more information about these types of setups, or to request them to stop the %APPDATA% folder from roaming.
If you have used redirected folders to change the location of the Dropbox install, we recommend reinstalling Dropbox and allowing it to install to the default locations.
Let me know more, and we'll take it from there!
Hi,
We can test the antivirus, but I have an identical machine (same model, same image, including security suite) that functions normally. We downloaded and installed using the latest stable offline installer package.We do not use roaming profiles. This is a local folder in c:\users\user-name\dropbox. We do not redirect folders or install pointing to a network location.
It is just this instance from what I can tell. The behavior persists, but what is odd is that even with an uninstall of the product, the system seems to recognize the login following a reinstall. This makes me wonder if there was a way to confirm a clean uninstall. Would we need to clear browser cache - since the browser is involved in the logon process?
- Megan
Hey xfilesphan!
Since you made sure that you haven't implemented any roaming profiles, then I would suggest what you already mentioned, which is to clear your browser's cache after disabling your antivirus too.
I know that you might have the exact same set-up on a similar device, but sometimes each device's unique configuration plays an important role too.
If that doesn't work either, let me know and we'll proceed with the next steps.
We found a cache file by viewing hidden files. Deleting this and re-trying worked for me. We can now login and see data sync.
- Megan
Awesome news xfilesphan! 🤓
Happy to see that your issue is now resolved!
If you need something else, please let me know and I will be more than happy to help every step of the way.
- T_theresa_A
Community Manager
Hi there xfilesphan 👋 and welcome to the Dropbox Community. Thank you so much for jumping back in to let us know what worked for you. Sharing your fix not only wraps up your own thread, but it also shines a helpful light for others who might be facing the same issue. That’s what this community is all about 🤗.
I’m Theresa 👩💻, one of the Community Managers here. You’ll often find me popping into conversations and starting fresh topics to keep things lively.
Just out of curiosity – is there a Dropbox tip or trick you’ve recently discovered that made your workflow smoother? I’d love to hear about it!
Looking forward to chatting more,
T😺 (Dropbox Community Manager)
