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Dropbox misidentifies my iMac, won't let me login

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Dropbox misidentifies my iMac, won't let me login

Explorer | Level 4

Hi

I've been using Dropbox for a few years now without any problems, but since I installed Catalina on my iMac a few weeks back I've had a series of issues: the latest with Dropbox.

During a session with Apple Tech Support I was made to set up an account (subsequently deleted) called "test" and for some reason my iMac thereafter would show up identified as "Test's-iMac", not "Jim's-iMac" which is what it always was. Another session with Apple TS got that sorted out, and I'm now back working on "Jim's-iMac" with just one ghost lingering of the "Test's-iMac" identity: Dropbox says I can't login to my account on my iMac because it believes I'm trying to login on a device it identifies as "Tests-iMac.fritz.box" (see attached screenshot). This is very strange, as FritzBox is a router in the house I lived in at the time of the Catalina install and subsequent first session with Apple TS, but I don't live there now and am not linking to a FritzBox router now.

Can anyone suggest how I can get Dropbox to let me login on the iMac, and get rid of this spurious "device", Tests-iMac.fritz.box?

I've been through the procedure for unlinking a device several times, but each time I try to login again I find Dropbox thinks I'm on Tests-iMac.fritz.box and blocks me

Any suggestions appreciated - thanks in advance

JimScreenshot 2019-12-13 at 18.28.05.png

1 Accepted Solution

Accepted Solutions
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Re: Dropbox misidentifies my iMac, won't let me login

Super Collaborator | Level 20

Hi @jimi-ro,

In addition to @Jane conclusion, you have hitting the 3 devices connections limit, I want to add some additional clarifications. Especially FACT, limit isn't for 3 devices, but for 3 connections! Seems you have reinstalled your Dropbox application without unlink it in advance and Dropbox system isn't aware of, so 4-th link is trying to be created. Of course, restricted for Basic subscription. This "old link" (Jim's-iMac) have to be terminated first (it's unusable), and next you can create new. Simplest way is check corresponding checkbox (in middle) and continue. Another way is remove the same "retired link" using the web interface and connect your application after that.

Hope this adds some clarity.

PS: Let's hope some day the error - "devices count is limited", will be corrected to "connections count is limited", so no more confusions will come up (there is lot already). Also, the lie - "If you're a Basic user and you linked more than three devices prior to March 2019, all of your previously linked devices remain linked", throw out. Actually, if any connection brokes somehow, on any device, it's lost (gets retired) - forever. This might be changed. Let's hope.

View solution in original post

6 Replies 6
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Re: Dropbox misidentifies my iMac, won't let me login

Dropboxer
Hey @jimi-ro, thanks for checking in, I’m here to help with this! 
 
It sounds like you’re hitting the three-device limit upon trying to link your iMac & you had created a second User profile. 
 
Could you confirm the user account you’re currently signed in on your iMac from your System Preferences? This should give you a hint as to which one’s actively running. Please let me know in your next message, if possible. 
 
Once you see which one’s the account you’re using, you should be able to unlink the inactive one & connect the one that's active. 
 
Please let me know how you get on with this & I'll touch-base with you soon. Thanks again! 

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
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Questions asked in the community will likely receive an answer within 4 hours!)

Highlighted

Re: Dropbox misidentifies my iMac, won't let me login

Super Collaborator | Level 20

Hi @jimi-ro,

In addition to @Jane conclusion, you have hitting the 3 devices connections limit, I want to add some additional clarifications. Especially FACT, limit isn't for 3 devices, but for 3 connections! Seems you have reinstalled your Dropbox application without unlink it in advance and Dropbox system isn't aware of, so 4-th link is trying to be created. Of course, restricted for Basic subscription. This "old link" (Jim's-iMac) have to be terminated first (it's unusable), and next you can create new. Simplest way is check corresponding checkbox (in middle) and continue. Another way is remove the same "retired link" using the web interface and connect your application after that.

Hope this adds some clarity.

PS: Let's hope some day the error - "devices count is limited", will be corrected to "connections count is limited", so no more confusions will come up (there is lot already). Also, the lie - "If you're a Basic user and you linked more than three devices prior to March 2019, all of your previously linked devices remain linked", throw out. Actually, if any connection brokes somehow, on any device, it's lost (gets retired) - forever. This might be changed. Let's hope.

View solution in original post

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Re: Dropbox misidentifies my iMac, won't let me login

Explorer | Level 4

Hi Jane, Thanks for coming to my assistance

I have only one User account showing in System Prefs, and it is "My Name". There is another "Guest" user in there, but it is greyed out and I think it is just something the OS provides. Anyway it has never been used

Jim

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Re: Dropbox misidentifies my iMac, won't let me login

Explorer | Level 4

Hi Здравко

Thanks for coming to my aid

I will try unlinking Jims-iMac and report back

Jim

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Re: Dropbox misidentifies my iMac, won't let me login

Explorer | Level 4

Thanks to you both

I tried Здравко's suggestion,and it seems to have worked!

Many thanks!!!

Jim

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Re: Dropbox misidentifies my iMac, won't let me login

Dropboxer
Thanks for sharing the news @jimi-ro; pleased to hear you got that sorted! 🤓
 
Feel free to post us here if you have any similar questions in the future; we’re just a post away. Take care until then!
 
 

[This thread is now closed by moderators due to inactivity. If you're experiencing a similar behavior or have a question, feel free to Ask for help from the Community here.]

 

 


Jane
Community Moderator @ Dropbox
https://dropbox.com/support

 

Heart Did this post help you? If so please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Best Answer' button to help others find it.
 Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

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