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rsekkel's avatar
rsekkel
Explorer | Level 3
2 years ago
Solved

Capture trying to use old team account.

Capture 

Hi!

I use dropbox professional and I already sucessfully instaled Capture on two of my computers - all Windows 11. 

But when I tried to install it on my surface laptop (also Windows 11), where the dropbox app is working perfectly fine, capture tries to use another old account, where I used to have dropbox for teams - and it hangs trying to login. The request for Capture connect to Dropbox was sent to the correct professional account. I could not find a way to change the account. How can I do that?

 

Thanks in advance.

 

Ronald

Dropbox Capture
  • Mike DBX's avatar
    Mike DBX
    2 years ago

    Thanks for checking rsekkel!  We have now released the fix that was referenced previously, so if you uninstall Capture, download it again from dropbox.com/capture, and reinstall, then it should hopefully resolve this issue.  Our expectation is that Capture will still try to login automatically with your old account, but it will detect login being unsuccessful and present you with options to login with a different account.

     

    Let us know how it goes 😊

8 Replies

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  • YoucefDropbox's avatar
    YoucefDropbox
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    So sorry about this. We had a bug here. Should be fixed by now. Could you try again? Thank you!

    • rsekkel's avatar
      rsekkel
      Explorer | Level 3
      2 years ago
      Spoiler
      Hi!


      Thanks for your prompt attention to my msg, but unfortunately the problem remains.

      I rebooted the system, the browser open requesting permission to open dropbox capture, it opens the app but it keeps trying to connect to the wrong account.


      • Mike DBX's avatar
        Mike DBX
        Icon for Dropbox Engineer rankDropbox Engineer
        2 years ago

        Sorry about that Ronald, as mentioned we have a fix coming for this, but it actually hasn't quite released yet.  In the meantime, in the Dropbox desktop app on the laptop where the issue occurs, can you please try clicking your avatar in the top right corner to open the tray menu and then go to "Preferences", and then open the "Account" tab.  If you see the old account listed there and it's signed in, can you please try clicking "Sign out" and then quit Dropbox Capture and open it again to see if the behavior changes?

         

        If that doesn't work, there is also a link on the "Account" tab reading "Unlink these accounts in Settings on web", which will take you to your account settings on dropbox.com where you can unlink your personal account from your old team based account.  You could try this option; provided you actually want the accounts to be unlinked at this stage.

         

        Hope that helps!

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