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New member | Level 1

4 months ago

Cannot login to our Dropbox Team accounts, due to a CAPTCHA error.

Hi,

We are currently setting up new Mac devices for our company. These Macs are completely stock with no pre-configured installations.

We’re encountering an issue where Dropbox cannot log in. The error message states that a CAPTCHA has not been filled in. The issue is inconsistent—on some Macs, Dropbox logs in without problems, while on others, the CAPTCHA error appears. We’ve only tested in incognito mode on devices where users are already logged in to avoid interfering with active sessions.

Troubleshooting Steps Tried:

Tested on Safari, Chrome, and Firefox (all latest versions)
Rebooted the devices
Completely reinstalled macOS
Disabled the firewall
Connected to different networks to rule out router limitations

Despite these efforts, the issue persists unpredictably across devices. Some work fine, while others do not.

Could you provide any insight into what might be causing this behavior and possible solutions?

account access

Error Messages

About Security and Permissions

Start a discussion in the Dropbox Community forum to get help with your account security and permissions. Find support from Community members.

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The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

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.

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Hi,

We are currently setting up new Mac devices for our company. These Macs are completely stock with no pre-configured installations.

Troubleshooting Steps Tried:

Tested on Safari, Chrome, and Firefox (all latest versions)
Rebooted the devices
Completely reinstalled macOS
Disabled the firewall
Connected to different networks to rule out router limitations

Despite these efforts, the issue persists unpredictably across devices. Some work fine, while others do not.

Could you provide any insight into what might be causing this behavior and possible solutions?

","body@stringLength":"1040","rawBody":"

Hi,

We are currently setting up new Mac devices for our company. These Macs are completely stock with no pre-configured installations.

Troubleshooting Steps Tried:

Tested on Safari, Chrome, and Firefox (all latest versions)
Rebooted the devices
Completely reinstalled macOS
Disabled the firewall
Connected to different networks to rule out router limitations

Despite these efforts, the issue persists unpredictably across devices. Some work fine, while others do not.

Could you provide any insight into what might be causing this behavior and possible solutions?

","kudosSumWeight":0,"postTime":"2025-01-29T03:29:56.255-08:00","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":"MjUuNHwyLjF8b3wxMHxfTlZffDE","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":"MjUuNHwyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:Error Messages","text":"Error Messages","time":"2019-05-28T12:52:28.567-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:819925_2"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":431},"read":false,"visibilityScope":"PUBLIC","canonicalUrl":"","seoTitle":"","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, \n We are currently setting up new Mac devices for our company. These Macs are completely stock with no pre-configured installations. \n We’re encountering an issue where Dropbox cannot log in. 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Cannot login to our Dropbox Team accounts, due to a CAPTCHA error.","moderationData":{"__ref":"ModerationData:moderation_data:819927"},"body":"

Hi Gaatjeniksaan, let's see what we can find about this!

Just to make sure we're aligned: I'm assuming you're trying to sign into your account using our website, and not the desktop app, right? If not, feel free to clarify.

Also, since you mentioned you're using a Team account, do you notice this on multiple user accounts too?

Other than the firewall, I'm assuming that you don't use any proxy, VPN, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains, right?

I'd appreciate a screenshot of the error you get, just make sure no personal info is shown there if you end up attaching one back to me.

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

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Thanks for your response.

I’m trying both login methods—directly via the browser and through the desktop app (which also requires a browser).

The only thing I haven’t tested yet is multiple user accounts, as you suggested. So far, it’s only my account that cannot sign in. Other users can log in and are prompted for 2FA, but I never reach the 2FA page with my own account. However, I am successfully logged into the Dropbox desktop app with my account on other devices, but I don’t dare to log out to test, as I’m concerned I won’t be able to sign back in.

I’m trying to log in on a new factory-default Mac, as well as using incognito mode in different browsers. Normally, we use Tailscale, but I’ve tested with and without it, as well as with different DNS servers.

The CAPTCHA error message does not always appear—currently, I can’t get it to show up at all, but at other times, it does. This makes it impossible for me to capture it in a screenshot.

Let me know if you have any further suggestions.

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Hey Gaatjeniksaan, appreciate your info!

Since the CAPTHCA isn't always present, does that mean that the web allows you to log into your account without an issue, or do you get any other errors?

Have you tried disabling any add-ons and extensions -if you already use them- since they can interfere with expected browser behavior?

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Hi Megan,

I’m unable to log in. When I press the “Log in” button, it shows a loading icon. At the same time, the Dropbox app sends a two-factor authentication code via macOS notifications on my other MacBook, but I never reach a page where I can enter the code.

After the “Log in” button finishes loading, nothing happens—no error message, no redirection. This issue occurs on Safari, Chrome, and Firefox, all of which are freshly installed on a brand-new Mac with no extensions. I even reinstalled macOS and only installed these three browsers, but the issue persists.

Strangely, the problem only affects my user account. Other users on the same Mac can log in without any issues.

Do you have any suggestions on how to resolve this?

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All right Gaatjeniksaan, since I understand that the experience is inconsistent, let's also try the following, depending on what you get this time:

1) If you get the CAPTCHA challenge again, please try pressing on the audio button instead to see if it makes any difference.

2) You mentioned a \"two-factor authentication code\", if you're talking about this and your Dropbox account doesn't use SSO, please try the following:
-Request a password-reset link via https://www.dropbox.com/forgot
-Set a new password
-Try to sign into your Dropbox account online again.

3) If possible, have the admin of the team add the following to your list of approved domains: dropbox-api.arkoselabs.com .

Let me know of any updates!

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Hey Megan,

Thanks for your reply. I have never ever got a captcha challenge visually.

Also with my already logged in account I cannot ad licenses or invite members (im admin). It seems like something is terribly wrong with my account since i also have the same issue on other devices with just only my account.

On the my mac where i'am still logged in into dropbox almost everything i do in the admin console results in this message:

\"Er is een probleem opgetreden bij het voltooien van deze aanvraag\".

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Hope it’s OK if I jump in, Gaatjeniksaan. Can you try to send us a full screenshot of the error you mention when accessing your Admin Console?

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NancyThe full screenshot contains info I would rather not share publicly.

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Hey Gaatjeniksaan! You can try to mask any personal info that may be showing on the screenshot before uploading it here.

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Nancy Is this the only way to get support? Via a public forum?

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Cannot login to our Dropbox Team accounts, due to a CAPTCHA error.

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