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nancystattrans's avatar
nancystattrans
Helpful | Level 6
12 months ago

"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 inst...
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Dropbox Basic
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  • nancystattrans's avatar
    nancystattrans
    12 months ago

    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

Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox Staff
12 months ago

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's avatar
    nancystattrans
    Helpful | Level 6
    12 months ago

    Hi Megan, 

    I disabled Norton and have no other security apps or firewalls running and it still will not let me sign in.  

    • Jay's avatar
      Jay
      Icon for Dropbox Staff rankDropbox Staff
      12 months ago

      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's avatar
        nancystattrans
        Helpful | Level 6
        12 months ago

        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!

         

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