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Blank login screen with newly-installed Dropbox on Windows 10

After installing Dropbox (Dropbox 58.4.92 Offline Installer) and launching it I am stuck with a blank 'Set Up Dropbox' screen, unable to provide credentials. Main screen says 'Waiting to be linked to Dropbox account'. This is a new Dropbox install on a new Windows 10 laptop.

After skimming through forums and this ressource I have made sure of the following : No proxies installed, Defender firewall turned off, no virus scan or anti virus active, Malwarebytes turned off, ISP router firewall turned off.

I am at a loss hoping someone can help me.

Thanks a million!

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Accepted answers

Jane

Hey @ddefailly, thanks for reaching out to us on our Forum with this detailed description & all the troubleshooting you’ve done on your own so far!

Now I understand that you may need some additional assistance, as you’ve already devoted some time in order to tackle this issue & for that reason I’d like to have a closer look on your setup through our Official channel. In order to investigate having all our tools available, I’ve made sure to reach out to you directly via email on my end, so as to check your configuration & work with you towards a fix.

Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly get back in touch with you asap. Thanks again & I’ll be awaiting your next reply!

All comments

Jane

Hey @ddefailly, thanks for reaching out to us on our Forum with this detailed description & all the troubleshooting you’ve done on your own so far!

Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly get back in touch with you asap. Thanks again & I’ll be awaiting your next reply!

Waylonf

Hi Jane, I am having the same issue and have tried all the solutions I could find which includes all of the above steps as well as performing the advanced removal steps on your documentation.

If resolved please share the steps so that I can attempt to resolve my issue.

Jane

Hey Waylonf, usually the blank Sign In screens indicates that there’s something in your network that blocks the installation from being carried correctly.

As you’ve already mentioned that you’ve performed some troubleshooting on your own though (which is very much appreciated & thanks for letting me know), I’d like to have a closer look on your setup through our Official channel. In order to investigate having all our tools available, I’ve made sure to reach out to you directly via email on my end, so as to check on one specific example.

Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly get back in touch with you asap. Thanks again for taking the time to drop us a line here & I’ll be awaiting your next reply!

ddefailly

When initiating this ticket I was trying to connect from my office.

In the meantime, I tested logging in from home to check if the problem was router related.
It probably was as I didn't have the blank page problem at home.

Nevertheless I did not log in at home as I wanted to have it work at the office.

I replicated the settings of my router (same router, same ISP) at my office as at home (firewall off), to no avail.
I even put my laptop in the DMZ. Didn't work.

Finally I got it working by disconnecting my laptop and tethering it to my smartphone.
I got the screen as expected and connected.

I am now back on my ISP connection and it works.

There definitely is a design problem of your end. My setup is a plain vanilla ISP router modem with no specific setup.

Thanks anyway !

jbassett

Hello

Same issue on Microsoft Windows 7. Dropbox version 58.4.92.

Have tried on both Internet connection at work and at home.

Regards

Jason

Jane

Hey Jason (@jbassett), thanks for letting me know of the specifics in regards to you the issue you’ve faced installing Dropbox, let’s have a closer look together.

If for any reason you weren’t able to complete the installation using our Standard installer, then I’d suggest disabling any Security/Antivirus programs & give our offline installer a try: https://www.dropbox.com/downloading?plat=win&type=full (Windows).

If this persists for you, could you also include the steps you've followed so far or if you've tried any of the troubleshooting posted by other Community members on the comments above, so as to make sure I'm following-up with you on the right thing?

Please do keep me updated on the outcome on this discussion & thanks again for taking the time to try my suggestions. Looking forward to hearing back from you!

jbassett

Hello Jane

So far I have uninstalled DropBox, Shut Down the PC, restarted PC and reinstalled DropBox using the offline installer link you provided. Antivirus was disabled during this reinstallation process.

Reinstall completed successfully and the "Set Up Dropbox" dialog window appeared, but it is corrupted (either shows as black or contains other artifacts).

I have tried minimizing the window and then showing it again but it is still corrupted so the username/password/sign-in buttons cannot be seen.

I have tried the sign-in procedure both on my work Internet connection and my home Internet connection.

Regards

Jason

jbassett

Hello Jane

Just a quick update, I have managed to sign-in to DropBox by guessing my way through the sign-in screen (which I cannot actually see due to being either black or otherwise corrupted). I referred to the same screens on another working computer to help.

It at least shows that it is just the graphical elements which are at issue, rather than the actual functionality.

Perhaps this will help with producing a fix.

Also please note that I tried resetting the IE browser so see if that would help with the graphics issue, as this did resolve a similar issue with Skype sign-in in the past. Alas, it did not resolve he issue with DropBox.

Regards

Jason

Jane

I appreciate your speedy reply Jason (@jbassett) & all the extra details on what the behavior looks like to you! Could you include a screenshot (omitting personal info) of the error message in your next post here, so as to have a clearer picture & further advise you on the matter?

Thanks in advance for taking the time to gather this info for me Jason & once I have these details, I’ll check back with you in a bit more depth!

jbassett

Hello Jane

Here is a screenshot of what the DropBox sign-in screen looks like. the content is actually there, it is just not visible. I was able to sign in by guessing my way around the screen.

Regards

Jason

Jane

Hey Jason (@jbassett), I‘m afraid that the screenshot didn’t reach my end this time, though I’m happy to hear that you managed to sign in to your account using a workaround.

(Just as a point of reference, in case you’re experiencing an issue uploading images on our Forum, kindly note that you could upload your screengrab on your account & share a link to us, so as to get a better understanding of what’s happening.)

Please don’t hesitate to get back in touch again on our Community in case you have more thoughts or questions in the future. Take care until we talk again!

jbassett

Hello Jane

Hopefully screenshot available here:

Jane

Thanks a lot for your swift reply with the screenshot Jason (@jbassett) & please accept my apologies for the tardy reply here, the screensgrab was really helpful!

As the content missing from the setup window is fetched from an online source, when it fails to display, it generally means that the connection to our server is being blocked or interrupted.

I would recommend ensuring there is no security software that could be blocking the connections and that you have whitelisted all of the Dropbox domains within any security software or hardware. This may also include any security software built into your router.

Please ensure this set of steps were followed for the configuration of your firewall & the domains listed here have been allowed.

Following, please bear in mind that users who experience a blank setup box, where the entire center of the box is black, are usually either on a remote session or on a virtual machine. While the above is an important first step, the issue you are experiencing could also be related to an issue with your graphics card or settings.

The following steps may help resolve the issue:

Ensure the host attempting to view Dropbox is configured for 32 bit colour
Try logging in on the actual machine rather than through a remote session

Hopefully this info will make matters a bit more clear to you, though I’m always here if you’d like me to explain any of the above in a bit more depth. Thanks again for your ongoing cooperation & enjoy the rest of your day!

junryantecristo

Jane

Hey there (@junryantecristo), I’ve moved your post here, in order to point you towards my suggestions above. Please have a look at your convenience & let me know how my advice works for you whenever you get a chance. Thanks for getting in touch on the Community & I’ll be awaiting your next reply on this discussion!

marylynjimenezp

Hey everyone. Click on the link below that will take you to a youtube video explaining how to quickly solve the problem. The way that guy does it seems that it would not work but it works for both conflicts if the box to start session is white or black.

https://www.youtube.com/watch?time_continue=10&v=qK_KCxJaTpk