You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.

Forum Discussion

nancystattrans's avatar
nancystattrans
Helpful | Level 6
2 years 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...
desktop
Dropbox Basic
Error Messages
Install
  • nancystattrans's avatar
    nancystattrans
    2 years 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
2 years 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
    2 years 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
      2 years 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
        2 years 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!

         

About Apps and Installations

Have a question about a Dropbox app or installation? Reach out to the Dropbox Community and get solutions, help, and advice from members.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!