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Gaatjeniksaan's avatar
Gaatjeniksaan
New member | Level 1
8 days 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...
Account Access
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Gaatjeniksaan's avatar
Gaatjeniksaan
New member | Level 1
8 days ago

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?

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    8 days ago

    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!

    • Gaatjeniksaan's avatar
      Gaatjeniksaan
      New member | Level 1
      2 days ago

      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".

      • Nancy's avatar
        Nancy
        Icon for Dropbox Staff rankDropbox Staff
        23 hours ago

        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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