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Re: Can't sign in to Dropbox app on Mac despite correct password

Can't sign in to Dropbox app on Mac despite correct password

axe
Helpful | Level 5

I am trying to connect to a Dropbox Team account on a MacBook Air running macOS Mojave. There is already a private Dropbox account which works correctly on the computer. When I try to sign in to the Team account and I enter the account password I am left at the login window with the square Dropbox logo icon with the moving lines. The lines keep moving as though something is happening, but after a long time the window just disappears without signing me in to the Team account. I have done the full erase and reinstall of the Dropbox app (deleting ~/.dropbox, etc.) with no change in the behavior - the private Dropbox account works fine, the Team account hangs while authenticating. When I sign in to the Team account on the computer using a web browser it works fine, so I know the password is correct. Neither the private nor the business account use 2FA, so that is not an issue. In the website account settings under Security I can also see that the computer becomes "linked" while the login window is hung. I can unlink the computer, quit Dropbox, and try to sign in again with the Team account and the computer again becomes linked but without ever completely signing in or completing setup on the computer. The Team Dropbox folder never appears in ~, though the private Dropbox folder was created with no issue. I can manually create a folder in ~ with the expected name and that also works fine, so I don't think it's a filesystem permissions issue. How can I diagnose this further?

22 Replies 22

Mark
Super User II

Hi @axe 

 

I assume that both accounts are already linked?

 

Which version of Dropbox are you using? Does it give any errors if you mouse over its icon on status bar?


 


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axe
Helpful | Level 5

Account are linked, yes. This works as expected in the web interface. And if I reinstall Dropbox and sign in to the personal account I am then offered to "Add" the business account.

 

Dropbox version 187.4.5691.

 

By mouse over, you mean over the Dropbox icon in the menu bar at the top of the screen? I'm not sure what you mean by status bar.

Jay
Dropbox Staff

HI @axe, yes, @Mark was referring to the Dropbox icon on the menu bar. If you hover over that icon, what message do you see? 

 

It might be better to click it and see the full message on the bottom left of the app.

 

Additionally, how many files do you have on the Dropbox Business team approximately?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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axe
Helpful | Level 5

The computer is in German, but I will translate. When I click on the menu bar icon I get a window that says at the bottom "Your files are up-to-date" At the top of that window it offers to add the linked business account. If I click "Add" nothing happens.

 

I see also now that after this last round of completely uninstalling and reinstalling Dropbox the personal account does not synchronize. None of my shared folders appear in my personal Dropbox folder anymore (personal Dropbox folder is empty). Note that when I go to Dropbox.com through a web browser all shared files and folders are available as expected, both personal and business team.

 

The Dropbox Team account has about 20 files with a total storage of maybe 5MB.

Jay
Dropbox Staff

Thanks for the info. Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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axe
Helpful | Level 5

No.

 

Note that until trying to add the Team account the personal Dropbox account was working perfectly - all files and folders syncing as expected.

Jay
Dropbox Staff

Thanks for the info, could you attach a screenshot showing the exact window you're getting when attempting to login to the Business account in the Dropbox desktop application, while hiding any personal emails or names?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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axe
Helpful | Level 5

Screenshot 2023-11-21 at 11.34.30.png

axe
Helpful | Level 5

Then I enter the password and click Anmelden (sign in)

Need more support?