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Cannot sign in to Dropbox desktop app on new Windows laptop

I'm having trouble getting Dropbox to work on a customers device. It's a brand new Win11 laptop.

They have a business-subscription with several seats, of which they are the administrator. I can log in to the Web Portal without issues. Installing and signing in into the app from other devices also works.

Whenever I try to sign in to the app on that laptop, it appears to try to log in before it suddenly restarts itself and is logged out again, just long enough for the Dropbox folder to be added in windows explorer, without contents. When I click on "Open Dropbox" in the login page, Dropbox sometimes gives me the error "Couldn't complete sign in. Please try again.", however I'm unsure if this is actually related.

I have tried to follow these troubleshooting steps already:

Performing an advanced reinstall according to the guide provided by Dropbox
Setting fully reset, blank MS Edge as default browser, so the login page opens there instead
Resetting the account password
Deleting duplicate entries of registered devices
Uninstalling the app (with extra steps according to advanced reinstall) and installing the MS-Store-version instead

I'm at my wits end. I'd hate to have to try to reset the device entirely only to face the same issue again.

Kind regards

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Megan

Hey @djcopnkr69! Let's try something different.

Can you create a new user profile on your OS, and try to install the Dropbox app via our offline installer instead?

Let me know how it goes!

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Hannah

Thanks for bringing this to our attention, @djcopnkr69.

Is it possible that there's some kind of security program that might be interfering with the Dropbox app, like an antivirus, VPN, firewall, etc.?

If so, can you temporarily disable them, to see if it helps?

Let me know how it goes.

djcopnkr69

I appreciate the quick reply.

The Laptop has no antivirus other than windows defender and no VPN. The App works on other devices in the same network.

Megan

Hey @djcopnkr69! Let's try something different.

Can you create a new user profile on your OS, and try to install the Dropbox app via our offline installer instead?

Let me know how it goes!

djcopnkr69

Using the offline installer with the existing user didn't work, but creating a new user profile in Windows did the trick. Still quite annoying because I had to reconfigure everything, but better than having to reinstall the OS entirely.

Thanks for your help!

Theresa

Hey @djcopnkr69 and welcome to the Dropbox Community 🎉.
So happy to hear you’re back in and all set. Big shoutout to @Hannah and Megan for helping your resolve your login issue 🙌

I’m Theresa (aka your Dropbox Community Manager 😺), and you’ll probably catch me around here quite a bit 👩‍💻 I love connecting with our awesome members and hearing how Dropbox fits into your world 💙.

If you're up for sharing, I’d love to know how you use Dropbox 💡. Whether it’s organizing projects, saving memories, or something completely unique. You might just spark some helpful tips for others or even inspire fresh ideas for our team 🤗.

Looking forward to hearing from you,

T 😺 (Dropbox Community Manager)