Hi!
Does anyone of you having problem generating recovery/backup codes?
Whenever i click it it asked me for a password but nothing loads. this has been like for days now
Can someone check?
Hi Everyone,
This issue has been resolved by our Engineering team. Backup codes should now generate as expected.
Narciso C. wrote: Whenever i click it it asked me for a password but nothing loads.
Whenever i click it it asked me for a password but nothing loads.
Clear your browser's cache/browsing history, or try another browser.
hi @Rich I already did. different browser still the same. we have 3 accounts DB in total. this is dropbox issue i think?
Hey @Narciso C., can you please describe the exact steps you're following until you get to the issue?
@Hannah
I'm seeing the same thing as well.
When I click on Show to reveal my existing recovery codes it prompts me to enter my password. When I do, I get a message at the bottom of the screen that says "Since it's been a while, please enter your password again." If I enter my password again the issue repeats in an endless loop.
I'm having this exact same issue- I can't get the backup codes on any browser, using any computer, any operating system. I've tried Chrome, Firefox, and Safari on both Mac and PC and nothing works.
Hi Everybody,
Thanks so much for reporting this. We were able to reproduce this on our end, and our Engineering team is actively investigating a fix. We'll keep you posted when we have more information to share.
Ben
Thanks, @BenDBX. I can confirm it's working again.
I don't think this is resolved. I'm having the same issue three months later. I've tried different browsers and even used incognito/private browsing to avoid previously saved cookies. Any suggestions on what else I can try?
Hi @TheNarg, welcome to our Community!
Before getting to your issue, do you follow the same steps that Rich mentioned above?
When did you first start noticing this behavior?
Let me know, and we'll take it from there!
Yes, cleared the cache & cookies. (Did that with Firefox since it's not my primary browser.) Also tried using Firefox, Chrome, and Edge before clearing cache/cookies in Firefox. Also tried incognito/private mode in Edge and Firefox since that sometimes fixes problems with saved cookies. I get the same loop asking for my password over and over again in all instances - just like the video posted above by Rich.
Started two days ago. I was switching my 2FA authenticator app, which I successfully accomplished, and wanted to view and save the backup codes.
Interesting, @TheNarg.
Can I send you an email, since I'm going to need some account-specific info and I'd rather we continue internally?
Sure. I'm assuming you have access to my email from my profile?
Hey @TheNarg, indeed. I just sent you an email, I'll see you there! 📩
Hi,
I am new and also in the same loop, I tried everything mentioned above, but I cannot get any recoverycodes. How can this be resolved.
"When I click on Show to reveal my existing recovery codes it prompts me to enter my password. When I do, I get a message at the bottom of the screen that says "Since it's been a while, please enter your password again." If I enter my password again the issue repeats in an endless loop.
Hey @Pablo61 - sorry to hear about this.
I just gave it a go and it seems to be working fine for me. If you can confirm that you're getting the same error after clearing your browser's cache and/or on another browser, I'd be happy to send you an email to take a further look internally.
Keep me posted!
Unfortunately stil the same loop in spite of taken actions. It happened to other people I read above. Did Dropbox find the reason for this loop?
If you have a free account, I'm not sure what support you (or I) will receive with this problem. I was in email contact with someone from customer support. Their email to me stated I just had to respond to the email. I received responses back until I sent the information they requested. Then I received a response that the emails go to an unmonitored mailbox and I should not expect a response. I should instead go to their customer support page to upload what was requested. Unfortunately, there isn't the ability to contact customer support because I have a free account. I can only use these community forums or chatbot. Sigh... Good luck getting this resolved!
Hey @Pablo61 and @TheNarg, sorry to hear you're still having this issue.
I would suggest opening a help request with our support team directly.
To do so, open a private browsing window and go to this page to submit your request.
Let us know once you have your ticket numbers.
I already have a ticket number (24812242). The link is helpful. It actually allows me to see my ticket history, which I can't access from the general support page - since I have a free plan. That page does repeat free plans have limited support options. I understand support would be limited for the free plans, but this is a basic security feature not working.
Hey @TheNarg! From what I can see, your previous ticket was automatically closed at some point due to inactivity, so you’ll need to open a new one indeed.
Did you go to this page from an incognito window on your browser, like Hannah mentioned above? The reason for the incognito window is that we don’t want you to be signed in to ANY Dropbox account; otherwise, you won’t see the correct support options and your new ticket may end up in an unmonitored queue.
I know it's closed. I received an automated response one day at 2am stating it will be closed in the next few days if they don't hear from me and then it was marked closed (and solved!?!) 27 hours later. When I wrote to complain about it being closed (and not solved) so quickly, the response from the person helping me was it's an automated response and "Take as much time as you need to create a screen recording using the instructions I shared. Whenever you're ready to continue troubleshooting, you can simply reply to this email." (Copied from the support email sent to me.)
I've supplied the requested information as instructed and it's saved to your ticket support system. I've seen it using the link you provided, so I know it's in your systems. Someone can refer to it, even if it's marked closed. That support agent didn't indicate it would be a problem, so I would imagine it should not be.
Using your provided link, I've submitted the request one last time. I gave them the previous ticket number. I've invested enough time with this trying to help you fix your 2FA.
I see, thanks @TheNarg! I can confirm your most recent ticket has been correctly logged in our system, so our team will get back to you as soon as possible. I’ve also left them an internal note on your behalf.
