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"There was a problem completing this request" on my Windows device when I try to log in.

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":

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:

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!

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Accepted answers

Megan

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!

All comments

Hannah

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.

Redderz

Hey Hannah,

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

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

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.

jannegue

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

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!

onake

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

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.

onake

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

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

hans_de_vos

Thanks Hannah, I had today similar problem.... Dropbox I haven't used since 2020 (was for interaction with a customer, and I was made redundant...) back then I had it on a Windows workstation. I now wanted to install it on my Mac and Windows 365 Laptop and ran every time in above Error message. Following your advise I have installed Firefox and now I could install the dropbox app. I then saw that there were 2 Windows machines with subscription to my account (My"old company" PC's) after deleting these machines I was able to install it on my other device as well.

So installing a new browser, and then running the Dropbox installation again on this browser worked well for me.

Walter

Hey @jannegue, sorry to jump in here, but could you try the offline installer from this page and let us know how it goes?

Ashgaar

I have the same problem. I have followed the link of Walter and have downloaded the new installer (Win, 64 bit) from that page, but now I am getting an "Invalid email or password" message. Both email and password are correct, and I use them to log onto Dropbox in my browser (Chrome).

Any ideas?

This is a very annoying issue and I would be gratefull for help with it. If this persists I migh have to cancel my Drobox subscription and change to other cloudbased storage.

All the best,

Goran

jannegue

Hey @Walter

I tried it and I don't get a security code sent to my mail when I use this.
Also I got locked out of my account in safari browser. There, I don't get the option to enter the code. It only shows the enter password page.

As I seem to be not the only person with this issue, there seems to be problem unrelated to the computer or browser one is using.

Thank you for your continuous support.

Janne

Ashgaar

And as mysteriously as it occured, the problem dissapeared. I installed the latest version of the app from Dropbox site, it showed "wrong email or password", I tried again, just doing the same thing, and it worked... It didn't ask for 2-Factor verification, it did give me the code which I had nowhere to put, though. So weird, but happy it at least now works.