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"There was a problem completing this request" on Desktop

"There was a problem completing this request" on Desktop

Redderz
New member | Level 2

I have recently changed laptop so am trying to add Dropbox to my desktop as before. Every time I log in I get the error "there was a problem completing this request":

Redderz_1-1675418239697.png

 

I have changed my email address, password, restarted my computer multiple times but still no luck. I have tried four different times to install and uninstall the dropbox installer, and still no luck. I have gone in to my account and de-linked all connected devices (I'm on a free plan so know I am limited to 3 devices), but that hasn't worked either:

Redderz_2-1675418357143.png

Finally, I know it is a problem with my actual user account as I managed to log in with a different username and password for a different dropbox user and it worked fine (all deleted and uninstalled now).

Praying some can help, ideally someone who works at Dropbox, to help me get up and running as the desktop function is essential for my work. 

Thank you!

14 Replies 14

Hannah
Dropbox Staff

Hey @Redderz, thanks for bringing this to our attention.

 

Can you try to login to this account online through a different browser or private browsing window, to see if you're getting any errors there?

 

If you can access it online as normal, can you temporarily disable any antivirus, firewall, VPN, or other security app you might be running, to see if that helps at all?

 

Let me know what you find.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Redderz
New member | Level 2

Hey Hannah,

Thanks for the help. I tried logging on in a different browser and had this error:

Redderz_1-1675442093415.png

So I've been in to my account, turned off the two-step verification and it's worked - thank you! Not sure if that's a bug in the Dropbox system or not? Many thanks for your help

Luke

Nancy
Dropbox Staff

Hi @Redderz! I hope you don’t mind me jumping in. 

 

If you’d like to re-enable two-step verification on your Dropbox account, and you still have this issue, I can open a ticket for you, so that we can investigate this further.

 

Don’t hesitate to ping me, if you'd like that.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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jannegue
Explorer | Level 3

Hello, I seem to have a similar issue. 
I also switched laptops and am now unable to log into my account on the app. I am currently logged into my account with my main browser and I don't want to log out there, as I am needing at least that access to continue my work. 
On another browser I have the issue that, after logging in, I receive an email with the needed security code but in the we window the page doesn't load any further, I thus cannot enter any code.
This has been going for 3 days now. 

Can anybody help?

Megan
Dropbox Staff

Hi @jannegue, let's jump right into this! 

 

In regards to your account access in the app, we'd need to check your security page online, to see how many active devices you have there.

 

If you're on a Basic plan, with more than 3 devices connected already, this might be the issue.

 

As for the browser, can you try to clear your cache there, or use an incognito mode, and see if you can access your account and put the security code that way?

 

Keep me posted!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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onake
Explorer | Level 3

I have the same issue.

- uninstalled fully dropbox from iMac running MacOS Monterey 12.6.7

- downloaded and installed dropbox version v176.4.5108

- prompted with Set Up Dropbox window

- tried to sign in with Personal dropbox account

- could not get in; prompted with red font message: "There was a problem completing this request"

- tried many times to login with personal account as well as business account

- received same error message

- was able to log in successfully with the personal and business account through Safari web browser version 16.5.1 (17615.2.9.11.7, 17615)

 

Please help!

Hannah
Dropbox Staff

Sorry to see you're having trouble here, @onake.

 

Do you happen to have some kind of security app installed on your computer, like an antivirus, VPN, firewall etc. that could be blocking the Dropbox app?

 

If so, try temporarily disabling them, to see if that helps.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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onake
Explorer | Level 3

Thanks.

 

I have checked. No firewall nor VPN running.

 

Issues happens only while logging in from Dropbox App; logging in via Safari or Chrome web browsers are fine.

jannegue
Explorer | Level 3

Hi, 

thank you for help. 
Unfortunately it didn't work. I deleted the caches in several browsers. Also I deleted all connected devices (which was only 1).

Kind regards

Janne

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    Ashgaar New member | Level 2
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