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natashas1's avatar
natashas1
New member | Level 2
2 years ago

trouble signing into my account

I was having trouble accessing files through dropbox as they weren't syncing on the desktop app but I could see they were on the website, so I uninstalled the dropbox app and installed it again and n...
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Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hi there natashas1, sorry to hear you're having issues with this.

 

May I ask if you're running any antivirus, firewall or VPN/proxy settings on your computer that might be causing issues?

 

If you do, could you temporarily disable them and try to install the desktop app anew?

 

If you get the same error, please send us a screenshot too.

 

Thanks!

  • natashas2's avatar
    natashas2
    New member | Level 2
    2 years ago

    Hi Walter,

    (I am now posting from my personal account because it is not allowing me to sign back into my original work account)

    I believe the issue is with my account and not the desktop app itself; I was able to sign into dropbox on the desktop app with my personal account with no issues but once I tried to sign in with my work account I encountered the same problem.

    I noticed that the 'There was a problem completing this request' pop-up appears directly after I enter my email. It doesn't matter whether the password is correct or not either, the same message appears. 

    And note that I was still able to access all my files on my work account from the dropbox website but once I signed into my personal account, it kicked me out of my work account on the website and I can't log back on.

     

     

     

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

      Hi natashas2, & confused123sorry to jump in here! 

       

      Is your work account an individual one, or a Business one? Is it possible that you were part of a Team, and the admin removed you? 

       

      Also, Natasha, if you try to sign in using a different browser, do you get the same error there too? When did this start happening?

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