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Forum Discussion

ddefailly's avatar
ddefailly
Explorer | Level 4
7 years ago

Blank login screen with newly-installed Dropbox on Windows 10

Hi  After installing Dropbox (Dropbox 58.4.92 Offline Installer) and launching it I am stuck with a blank 'Set Up Dropbox' screen, unable to provide credentials. Main screen says 'Waiting to be lin...
desktop
Setting up the apps
Windows
  • Jane's avatar
    Jane
    7 years ago
    Hey ddefailly, thanks for reaching out to us on our Forum with this detailed description & all the troubleshooting you’ve done on your own so far! 
     
    Now I understand that you may need some additional assistance, as you’ve already devoted some time in order to tackle this issue & for that reason I’d like to have a closer look on your setup through our Official channel. In order to investigate having all our tools available, I’ve made sure to reach out to you directly via email on my end, so as to check your configuration & work with you towards a fix.
     
    Whenever you find some time, please check your inbox for my email & I’ll make sure to promptly get back in touch with you asap. Thanks again & I’ll be awaiting your next reply!
jbassett's avatar
jbassett
New member | Level 2

Hello

Same issue on Microsoft Windows 7.  Dropbox version 58.4.92.

Have tried on both Internet connection at work and at home.

Regards

Jason

Jane's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff
7 years ago
Hey Jason (jbassett), thanks for letting me know of the specifics in regards to you the issue you’ve faced installing Dropbox, let’s have a closer look together. 
 
If for any reason you weren’t able to complete the installation using our Standard installer, then I’d suggest disabling any Security/Antivirus programs & give our offline installer a try: https://www.dropbox.com/downloading?plat=win&type=full (Windows). 
 
If this persists for you, could you also include the steps you've followed so far or if you've tried any of the troubleshooting posted by other Community members on the comments above, so as to make sure I'm following-up with you on the right thing? 
 
Please do keep me updated on the outcome on this discussion & thanks again for taking the time to try my suggestions. Looking forward to hearing back from you! 
  • jbassett's avatar
    jbassett
    New member | Level 2
    7 years ago

    Hello Jane


    So far I have uninstalled DropBox, Shut Down the PC, restarted PC and reinstalled DropBox using the offline installer link you provided. Antivirus was disabled during this reinstallation process.


    Reinstall completed successfully and the "Set Up Dropbox" dialog window appeared, but it is corrupted (either shows as black or contains other artifacts).


    I have tried minimizing the window and then showing it again but it is still corrupted so the username/password/sign-in buttons cannot be seen.


    I have tried the sign-in procedure both on my work Internet connection and my home Internet connection.


    Regards


    Jason

    • jbassett's avatar
      jbassett
      New member | Level 2
      7 years ago

      Hello Jane

      Just a quick update, I have managed to sign-in to DropBox by guessing my way through the sign-in screen (which I cannot actually see due to being either black or otherwise corrupted).  I referred to the same screens on another working computer to help.

      It at least shows that it is just the graphical elements which are at issue, rather than the actual functionality.

      Perhaps this will help with producing a fix.

      Also please note that I tried resetting the IE browser so see if that would help with the graphics issue, as this did resolve a similar issue with Skype sign-in in the past.  Alas, it did not resolve he issue with DropBox.

      Regards

      Jason

    • Jane's avatar
      Jane
      Icon for Dropbox Staff rankDropbox Staff
      7 years ago
      I appreciate your speedy reply Jason (jbassett) & all the extra details on what the behavior looks like to you! Could you include a screenshot (omitting personal info) of the error message in your next post here, so as to have a clearer picture & further advise you on the matter?
       
      Thanks in advance for taking the time to gather this info for me Jason & once I have these details, I’ll check back with you in a bit more depth!
      • jbassett's avatar
        jbassett
        New member | Level 2
        7 years ago

        Hello Jane

        Here is a screenshot of what the DropBox sign-in screen looks like.  the content is actually there, it is just not visible.  I was able to sign in by guessing my way around the screen.

        Regards

        Jason

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