App won't let me use without upgrading, it thinks I have more than 3 devices.

[Marj5]

I reset my computer.  When I tried to download the app, it prompted me to buy the upgrade.  It thinks this is now a 3rd device.  Now what can I do besides paying for the upgrade?

[Mark]

You can delete previously linked devices at https://www.dropbox.com/account/security

[Marj5]

Thank you for replying, Mark.  I went to the page you suggested, deleted everything except my phone.  Downloaded Dropbox.  The files from my phone synced.  Drobox won't open.  I get the circle for a few seconds, then nothing.  tried opening it from the start menu and from file explorer.  Nothing.  Any ideas? 

[Megan]

Hey there, @Marj5, thanks for posting here! 

Would you mind clarifying your device's OS, and also send me a screenshot of the page you see on your end, when trying to open the app there? 

Just make sure your personal info is hidden. 

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

[Marj5]

Hello Megan,

Thank you for getting in touch.  It's not the phone app I'm having trouble with; it's the computer app (Windows 11).  There's nothing to show in a screenshot.  I click on Dropbox in the apps list, get the "loading" circle for a few seconds, then nothing else happens.  I've also tried booting it from file explorer with the same result.  The app and my files seem to be there, but I can't get the app to start.  

[Megan]

Hi @Marj5, thanks for the heads up! 

Can you please check the sync status of the Dropbox application, by hovering your mouse over the Dropbox icon in your system tray?

Can you please reboot your computer, disable any antivirus, firewall and/or VPN/proxy setting you may be running on your computer and try again?

[Marj5]

I put Dropbox into the sys tray.  If I hover over it, it just tells me it's Dropbox.  Nothing is syncing.  I don't know how to safely disable Malwarebytes.  

[Walter]

Hey @Marj5 - sorry to jump in here, but I just wanted to mention that you should be able to find instructions to (temporarily) disable your Malwarebytes by doing a web search.

Let us know if the issue persist with your antivirus turned off and we'll take it from there. 

[Rich]

---

@Marj5 wrote:

I don't know how to safely disable Malwarebytes.  

---

Just disable it or exit the application. It's just a test, and unless you're actively downloading files from some nefarious source, there's little risk.

[Marj5]

What it shows in "exit the application" is not the choices I get.  I can only pin or unpin it.  Nothing on my Malwarebytes dashboard allows me to disable it, either.