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"Couldn't complete sign in. Please try again." error on desktop app

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!

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nancystattrans

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

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Megan

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!

nancystattrans

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

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?

nancystattrans

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

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

Hi Jay and Megan,

Megan

You're a pro, Nancy!

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

Adropped

Hello,

I am struggling to sign in to Dropbox from the desktop app. I keep getting the error Couldn't complete sign in please try again.
I am on Dropbox Basic Plan.
It was working with one of my log ins and when I logged out to use another log in, it just keeps giving me the error.
I have no VPN, firewall, antivirus. I do not have multiple log ins. I have uninstalled and reinstalled different versions to no avail.
I followed the steps per the link here below and no luck:
https://www.dropboxforum.com/t5/Apps-and-Installations/quot-Couldn-t-complete-sign-in-Please-try-again-quot/td-p/732779
Your help will be appreciated.

Hannah

Hey @Adropped, thanks for letting us know about this.

Which version of Dropbox do you currently have installed?

And are you able to access our website as normal from the same computer?

Adropped

Hi Hannah,

Thank you for your response.
I am able to access the website as per usual.
The Dropbox version that I had installed was 1.3.863.1

Thanks.

Hannah

Hey @Adropped, would you mind checking the Dropbox version again?

It should look like this xxx.x.xxxx. For example, the most recent stable is currently at 198.4.7615.

Adropped

HI Hannah,

I checked again. The version is 198.4.7615
I also noticed that when I run this application it slows down my whole computer and uses up all my memory.
Is it possible to go back to last year's versions when it was working very well?
Thank you.

Nancy

@Adropped, you can try to install an older version of the Dropbox app. However, Dropbox will automatically update it to the latest one sooner or later.

Did you check the provided solution here and it didn't help?

Adropped

Hi,

I did try installing and reinstalling Dropbox - now have lost track of the versions. Is it possible for you to share a link of a recommended older version and I can try again?

Thanks.

Nancy

While, in general, we don’t recommend installing an older app version, you can find all of them on this page and test if the issue doesn’t persist on a different one.

Ronshere

I am trying to reinstall Dropbox. It mysteriously disappeared today. I get as far as this screen and nothing happens.

Mark

Tried the usual - reboot?

Checked all software up to date?

If so tried a reinstall of Dropbox? www.dropbox.com/downloading

Ronshere

Hi Yes I did all of that. it hangs at that screen.

Hannah

Hey @Ronshere, sorry to see that you're having this issue.

I moved your thread to an already existing one about the same issue; can you take a look at the troubleshooting steps provided here, to see if any of them are helpful in your case?

Adropped

Hello,

I picked a version of Dropbox 183.4.7058 Offline Installer.x64
Unfortunately, it did not work as it kept tellingme to update the version.
Which is the oldest version I can use so we can identify where the problem starts?

Thank you.

Walter

Hey @Adropped - have you tried a clean, advanced reinstall yet?

Make sure you're not connecting more than 3 devices to your account as you might hit your device limit.

Let us know how it goes?

PS: If you have any security software running on your computer, you can temporarily disable them as well during the reinstall.

Adropped

Hello, I tried the advanced uninstall and followed the steps.
Installed Dropbox Version 183.4.7058 and signed in. Am still getting the same message "You are using old version of Dropbox. Please download latest version...."
The latest version was causing me problems.
please guide me.

Walter

Thanks for the update @Adropped

Could you try the latest stable version of the app from this page directly and let me know how it goes?

Adropped

The latest stable version is what was causing me problems from the beginning.
Dropbox was working wonderfully well until some time early this year whenit kept on taking so long to sign in.

Walter

The version of the desktop app is regularly updated so it wouldn't have been the same version as now @Adropped

Let me know when you get the chance to give it a go!

Adropped

Unfortunately, I had no luck with the latest installation. Am back to square 1 with the same message "Couldn't complete sign in. Please try again"

Any ideas?

Megan

Hey @Adropped, would you mind sending me a screenshot of the error you receive on your end, in order for me to have a visual?

Adropped

Nancy

Hi again, @Adropped. Can you send me one more screenshot of what you see on this page? If there’s any personal info showing, make sure to remove it first.

Adropped