When I click on Show to reveal my existing recovery codes it prompts me to enter my password. When I do, I get a message at the bottom of the screen that says "Since it's been a while, please enter your password again." If I enter my password again the issue repeats in an endless loop.
Thanks so much for reporting this. We were able to reproduce this on our end, and our Engineering team is actively investigating a fix. We'll keep you posted when we have more information to share.
I don't think this is resolved. I'm having the same issue three months later. I've tried different browsers and even used incognito/private browsing to avoid previously saved cookies. Any suggestions on what else I can try?
Yes, cleared the cache & cookies. (Did that with Firefox since it's not my primary browser.) Also tried using Firefox, Chrome, and Edge before clearing cache/cookies in Firefox. Also tried incognito/private mode in Edge and Firefox since that sometimes fixes problems with saved cookies. I get the same loop asking for my password over and over again in all instances - just like the video posted above by Rich.
Started two days ago. I was switching my 2FA authenticator app, which I successfully accomplished, and wanted to view and save the backup codes.
I am new and also in the same loop, I tried everything mentioned above, but I cannot get any recoverycodes. How can this be resolved.
"When I click on Show to reveal my existing recovery codes it prompts me to enter my password. When I do, I get a message at the bottom of the screen that says "Since it's been a while, please enter your password again." If I enter my password again the issue repeats in an endless loop.
I just gave it a go and it seems to be working fine for me. If you can confirm that you're getting the same error after clearing your browser's cache and/or on another browser, I'd be happy to send you an email to take a further look internally.
If you have a free account, I'm not sure what support you (or I) will receive with this problem. I was in email contact with someone from customer support. Their email to me stated I just had to respond to the email. I received responses back until I sent the information they requested. Then I received a response that the emails go to an unmonitored mailbox and I should not expect a response. I should instead go to their customer support page to upload what was requested. Unfortunately, there isn't the ability to contact customer support because I have a free account. I can only use these community forums or chatbot. Sigh... Good luck getting this resolved!
I already have a ticket number (24812242). The link is helpful. It actually allows me to see my ticket history, which I can't access from the general support page - since I have a free plan. That page does repeat free plans have limited support options. I understand support would be limited for the free plans, but this is a basic security feature not working.
About Security and Permissions
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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.
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Hi!
Does anyone of you having problem generating recovery/backup codes?
Whenever i click it it asked me for a password but nothing loads. this has been like for days now
Can someone check?
","body@stringLength":"213","rawBody":"
Hi!
Does anyone of you having problem generating recovery/backup codes?
Whenever i click it it asked me for a password but nothing loads. this has been like for days now
Can someone check?
","kudosSumWeight":1,"postTime":"2024-11-23T14:49:53.799-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:Account Access","text":"Account Access","time":"2022-07-26T01:46:15.468-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:Security","text":"Security","time":"2019-05-29T04:36:45.190-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:two factor authentication","text":"two factor authentication","time":"2023-07-23T22:28:34.099-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:809272_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":483},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"searchSnippet":"Hi! Does anyone of you having problem generating recovery/backup codes? Whenever i click it it asked me for a password but nothing loads. this has been like for days now Can someone check?","replies":{"__typename":"MessageConnection","edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHw1MjoxfGludCw4MDkyNzYsODA5Mjc2","node":{"__ref":"ForumReplyMessage:message:809276"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHw1MjoxfGludCw4MDkyNzYsODA5MzUy","node":{"__ref":"ForumReplyMessage:message:809352"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHw1MjoxfGludCw4MDkyNzYsODEwOTM2","node":{"__ref":"ForumReplyMessage:message:810936"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHw1MjoxfGludCw4MDkyNzYsODIwOTkz","node":{"__ref":"ForumReplyMessage:message:820993"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHw1MjoxfGludCw4MDkyNzYsODIzNzMw","node":{"__ref":"ForumReplyMessage:message:823730"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxMHw1MjoxfGludCw4MDkyNzYsODIzNzU1","node":{"__ref":"ForumReplyMessage:message:823755"}}],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"customFields":[]},"Conversation:conversation:809272":{"__typename":"Conversation","id":"conversation:809272","solved":true,"topic":{"__ref":"ForumTopicMessage:message:809272"},"lastPostingActivityTime":"2025-02-25T11:25:59.491-08:00","lastPostTime":"2025-02-25T11:25:59.491-08:00","unreadReplyCount":23,"isSubscribed":false},"ModerationData:moderation_data:809272":{"__typename":"ModerationData","id":"moderation_data:809272","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:809272_1":{"__typename":"Revision","id":"revision:809272_1","lastEditTime":"2024-11-23T14:49:53.799-08:00"},"CachedAsset:theme:customTheme1-1743510215563":{"__typename":"CachedAsset","id":"theme:customTheme1-1743510215563","value":{"id":"customTheme1","animation":{"fast":"150ms","normal":"250ms","slow":"500ms","slowest":"750ms","function":"cubic-bezier(0.07, 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Generating Recovery/Backup codes not working","moderationData":{"__ref":"ModerationData:moderation_data:809276"},"body":"
Narciso C.wrote:\n
Whenever i click it it asked me for a password but nothing loads.
\n
\n
Clear your browser's cache/browsing history, or try another browser.
When I click on Show to reveal my existing recovery codes it prompts me to enter my password. When I do, I get a message at the bottom of the screen that says \"Since it's been a while, please enter your password again.\" If I enter my password again the issue repeats in an endless loop.
When I click on Show to reveal my existing recovery codes it prompts me to enter my password. When I do, I get a message at the bottom of the screen that says \"Since it's been a while, please enter your password again.\" If I enter my password again the issue repeats in an endless loop.
\n\n
","images":{"__typename":"AssociatedImageConnection","edges":[{"__typename":"AssociatedImageEdge","cursor":"MjUuMnwyLjF8b3wyNXxfTlZffDE","node":{"__ref":"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/bS04MTA2MDYtdndqMDFC?revision=1\"}"}}],"totalCount":1,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:810606_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/cmstMS1mRnJCamo\"}":{"__typename":"AssociatedImage","url":"https://www.dropboxforum.com/t5/s/mxpez29397/images/cmstMS1mRnJCamo","height":17,"width":20,"mimeType":"image/png"},"Rank:rank:1":{"__typename":"Rank","id":"rank:1","position":0,"name":"Community Manager","color":"0061FE","icon":{"__ref":"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/cmstMS1mRnJCamo\"}"},"rankStyle":"TEXT"},"User:user:1611513":{"__typename":"User","id":"user:1611513","uid":1611513,"login":"BenDBX","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2023-01-23T09:38:56.496-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-10.svg?time=0"},"rank":{"__ref":"Rank:rank:1"},"entityType":"USER","eventPath":"community:mxpez29397/user:1611513"},"ModerationData:moderation_data:811630":{"__typename":"ModerationData","id":"moderation_data:811630","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"AcceptedSolutionMessage:message:811630":{"__typename":"AcceptedSolutionMessage","uid":811630,"id":"message:811630","revisionNum":1,"author":{"__ref":"User:user:1611513"},"readOnly":false,"repliesCount":1,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001020"},"parent":{"__ref":"ForumReplyMessage:message:809352"},"conversation":{"__ref":"Conversation:conversation:809272"},"subject":"Re: Generating Recovery/Backup codes not working","moderationData":{"__ref":"ModerationData:moderation_data:811630"},"body":"
Hi Everyone,
\n
This issue has been resolved by our Engineering team. Backup codes should now generate as expected.
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Hi Everybody,
\n
Thanks so much for reporting this. We were able to reproduce this on our end, and our Engineering team is actively investigating a fix. We'll keep you posted when we have more information to share.
Thanks so much for reporting this. We were able to reproduce this on our end, and our Engineering team is actively investigating a fix. We'll keep you posted when we have more information to share.
\n
Ben
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I don't think this is resolved. I'm having the same issue three months later. I've tried different browsers and even used incognito/private browsing to avoid previously saved cookies. Any suggestions on what else I can try?
I don't think this is resolved. I'm having the same issue three months later. I've tried different browsers and even used incognito/private browsing to avoid previously saved cookies. Any suggestions on what else I can try?
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Before getting to your issue, do you follow the same steps that Rich mentioned above?
\n
When did you first start noticing this behavior?
\n
Let me know, and we'll take it from there!
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Yes, cleared the cache & cookies. (Did that with Firefox since it's not my primary browser.) Also tried using Firefox, Chrome, and Edge before clearing cache/cookies in Firefox. Also tried incognito/private mode in Edge and Firefox since that sometimes fixes problems with saved cookies. I get the same loop asking for my password over and over again in all instances - just like the video posted above by Rich.
Started two days ago. I was switching my 2FA authenticator app, which I successfully accomplished, and wanted to view and save the backup codes.
Yes, cleared the cache & cookies. (Did that with Firefox since it's not my primary browser.) Also tried using Firefox, Chrome, and Edge before clearing cache/cookies in Firefox. Also tried incognito/private mode in Edge and Firefox since that sometimes fixes problems with saved cookies. I get the same loop asking for my password over and over again in all instances - just like the video posted above by Rich.
Started two days ago. I was switching my 2FA authenticator app, which I successfully accomplished, and wanted to view and save the backup codes.
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Hi,
I am new and also in the same loop, I tried everything mentioned above, but I cannot get any recoverycodes. How can this be resolved.
\"When I click on Show to reveal my existing recovery codes it prompts me to enter my password. When I do, I get a message at the bottom of the screen that says \"Since it's been a while, please enter your password again.\" If I enter my password again the issue repeats in an endless loop.
I am new and also in the same loop, I tried everything mentioned above, but I cannot get any recoverycodes. How can this be resolved.
\"When I click on Show to reveal my existing recovery codes it prompts me to enter my password. When I do, I get a message at the bottom of the screen that says \"Since it's been a while, please enter your password again.\" If I enter my password again the issue repeats in an endless loop.
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I just gave it a go and it seems to be working fine for me. If you can confirm that you're getting the same error after clearing your browser's cache and/or on another browser, I'd be happy to send you an email to take a further look internally.
I just gave it a go and it seems to be working fine for me. If you can confirm that you're getting the same error after clearing your browser's cache and/or on another browser, I'd be happy to send you an email to take a further look internally.
Keep me posted!
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Unfortunately stil the same loop in spite of taken actions. It happened to other people I read above. Did Dropbox find the reason for this loop?
Unfortunately stil the same loop in spite of taken actions. It happened to other people I read above. Did Dropbox find the reason for this loop?
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If you have a free account, I'm not sure what support you (or I) will receive with this problem. I was in email contact with someone from customer support. Their email to me stated I just had to respond to the email. I received responses back until I sent the information they requested. Then I received a response that the emails go to an unmonitored mailbox and I should not expect a response. I should instead go to their customer support page to upload what was requested. Unfortunately, there isn't the ability to contact customer support because I have a free account. I can only use these community forums or chatbot. Sigh... Good luck getting this resolved!
If you have a free account, I'm not sure what support you (or I) will receive with this problem. I was in email contact with someone from customer support. Their email to me stated I just had to respond to the email. I received responses back until I sent the information they requested. Then I received a response that the emails go to an unmonitored mailbox and I should not expect a response. I should instead go to their customer support page to upload what was requested. Unfortunately, there isn't the ability to contact customer support because I have a free account. I can only use these community forums or chatbot. Sigh... Good luck getting this resolved!
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Hey Pablo61 and TheNarg, sorry to hear you're still having this issue.
I would suggest opening a help request with our support team directly.
To do so, open a private browsing window and go to this page to submit your request.
Hey and , sorry to hear you're still having this issue.
I would suggest opening a help request with our support team directly.
To do so, open a private browsing window and go to this page to submit your request.
Let us know once you have your ticket numbers.
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I already have a ticket number (24812242). The link is helpful. It actually allows me to see my ticket history, which I can't access from the general support page - since I have a free plan. That page does repeat free plans have limited support options. I understand support would be limited for the free plans, but this is a basic security feature not working.
I already have a ticket number (24812242). The link is helpful. It actually allows me to see my ticket history, which I can't access from the general support page - since I have a free plan. That page does repeat free plans have limited support options. I understand support would be limited for the free plans, but this is a basic security feature not working.
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Super User II
Dropbox Staff
BenDBXCommunity Manager
