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"Couldn't complete sign in. Please try again. "

"Couldn't complete sign in. Please try again. "

nancystattrans
Helpful | Level 5

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!  

1 Accepted Solution

Accepted Solutions

nancystattrans
Helpful | Level 5

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

View solution in original post

7 Replies 7

Megan
Dropbox Staff

Hi there, @nancystattrans, welcome to our Community! 

 

Can you temporarily disable any security apps you may possibly have, like an antivirus, VPN, firewall etc., to see if that helps?

 

Also, if you're on a Basic free account, can you make sure that you have less than 3 devices linked to your account? You can check this page to ensure that you only have 2 devices or fewer currently connected to your account.

 

Let me know how it goes!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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nancystattrans
Helpful | Level 5

Hi Megan, 

I disabled Norton and have no other security apps or firewalls running and it still will not let me sign in.  IMG_2998 (2).jpg

Jay
Dropbox Staff

Hi @nancystattrans, since you experienced this issue when you installed Carbonite, there could be an incompatibility between the two services. Is Carbonite attempting to backup the Dropbox folder?

 

Have you tried uninstalling Carbonite entirely to see if this helps with running the Dropbox desktop application?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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nancystattrans
Helpful | Level 5

I specifically set it up that Carbonite does not back up Dropbox, and I also put a complete pause on Carbonite doing anything until I sort this out.  Any other thoughts/ideas?  

Thank you!

 

nancystattrans
Helpful | Level 5

Now I'm not able to access folders with work I need to do when I get on the Dropbox website, bypassing using my computer!  I can get into my account but when I click on a specific folder there's a black error message at the bottom of the screen that says  "there was a problem completing this request."  I guess I need to find a different platform! 

nancystattrans
Helpful | Level 5

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

Megan
Dropbox Staff

You're a pro, Nancy! 

 

Thanks for updating this thread too. If you need anything else, we'll be one post away! 🤓


Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
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