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Issues logging into the desktop app, I can't get past the login page.

Earlier in this week, I was able to log into my institutional and personal accounts. I am using Will 11 on my PC with Firefox.

I then changed the setting for the institutional account to online only. Then I moved (I thought) the matching directories for those online files from C: to H: drives.

On looking this morning, it seems that the matching directories are listed on both C: and H: . I have had considerable problems managing the Dropbox files on my PC and in the cloud. So I want to check what is happening and continue to upload files for my colleagues.

However, I am unable to login in to Dropbox from my PC starting from the icon in the taskbar. Both my institutional and personal logins hang or do not progress past the login page.

Any idea what might be causing this?

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Megan

Hey @cvhmanchester, sorry to hear about that!

I know it might sound trivial, but have you tried restarting your device by any chance?

If this doesn't work, I'd suggest you uninstall the app using these steps, and then reinstall it again.

In addition to this, you also mentioned moving the matching directories from C: to H: drives. Would you be able to walk me through the exact steps that you followed?

If you have any screenshots of the login page that you get when trying to access the app, or your directories, they're more than welcome in order for me to have a visual too.

Keep me posted, and we'll take it from there!

cvhmanchester

Thank you. I am working through your suggestions.

Restarting my PC did not change the behaviour.
I moved the directories by following these steps https://help.dropbox.com/installs/move-dropbox-folder
When I enter my institutional email address then press enter, a red error message flashes up at the top of the screen. It goes too quickly to see what it says.
I have uninstalled and the re-installed Dropbox. This allows me to login successfully.
Dropbox remembered the how the directories were setup on C: and H:, before it was uninstalled.
During the set up stage, I set the online directories with their files to be online only on H: - no sync. Unlike before re-installing, none of these files appeared on the C: directories.
The Dropbox directories on C: now only show those directories that are not synced. Those on H: showed the directories and files which I had chosen to to be available online. However, the MS details box appears to show them on the H: drive, with the contradictory size of 0.

Nancy

Hi from me too, @cvhmanchester! To have a better grasp of the issue, can you also include a full screenshot of what you see on your C: and H: drives at the moment?

I’d also like an additional screenshot of your Dropbox folder location, as it shows under your Sync tab here.

cvhmanchester

Thank you

The Dropbox directories appear on 3 different drives.

C: This SSD drive is for programs on "C:\Users\*****\The University of ?????? Dropbox"

G: This HD drive is for my personal files

H: This HD is for storage of a large image database for sharing with a colleague

The Sync tab link goes to this url

https://help.dropbox.com/account-settings/view-preferences#The-Sync-tab

Do you mean this?

Mark

That looks like only one is syncing to your machine @cvhmanchester

Are both accounts still connected on the web? Can you see both when you go to http://www.dropbox.com/home and then click on the icon top right and the very bottom option should be to show your other personal account

cvhmanchester

Mark

1. I have two accounts, institutional and personal. Within the institutional (I made a slight mistake in my previous message): the directory listed on my PC is empty (shown as C: above). The directory and sub-directories on C: is empty and on G: is populated but contains only obsolete files (from 2017 and 2022). The directory on H: I have set up a Dropbox directory TurnerWebsiteIT into which I copied my PC folders containing the files on H: - the listings in this directory on the PC show all the sizes as 0. This is not synced with the cloud (when it was, the files swamped my C: drive)

2. If I go down to the bottom right of the Window's screen and click the Dropbox icon, it creates a Dropbox panel (bottom right).

If I click on my personal icon on the top right, it gives details of the institution's account , e.g. 991.5 TB used of 1000TB available.

If i click on the Dropbox folder icon, it takes me to the PC directory of Dropbox, which is empty.

3. I am unable to login at http://www.dropbox.com/home to my institutional account, though I can login to my personal account.

When I go to http://www.dropbox.com/home

There is a red message at the top "your session has expired ..." which rapidly disappears.

When I put in my institutional email address, a message pops up "Single sign-on enabled". At this point previously, I was taken to my institutional sign-on page. However now, the sign-on screen reverts to -

There is a red message at the top "your session has expired ..." which rapidly disappears.

4. I can view the institutional Dropbox account only through the MS directories on my PC. I don't know if I am looking at an image of the cloud holdings or a separate memory on the PC of what happened in the past.

As you can see, I have confused myself, and Dropbox.

cvhmanchester

I seem to have created two parallel threads.

The other thread answers your question

https://www.dropboxforum.com/discussions/101001019/issues-logging-into-the-desktop-app-i-cant-get-past-the-login-page-/847002

Jay

Hi @cvhmanchester, thanks for the details. In order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.