Can't authenticated to dropbox

[XAS-Moderator]

Hello. 

Thank you for your post. 

There is an issue connecting with Dropbox at the moment.  This was caused by a change on the Dropbox side and the fix requires a change on the Device.  We have posted a message that will display at the device until the patch releases are available and then installed at the device.  

Regarding the 'licensing' message that you are receiving, would you mind sharing a screen capture of the application that this is occurring with.  This doesn't sound like the App Gallery Dropbox app, since our apps are free, as you indicated in your message.  Could you send a screen capture of the App Icon on the device Home Services screen and a capture of the error message that refers to the trial being expired, please?

Regarding the 'can't authenticate' error while installing the apps.  This is usually caused be the device admin credentials not be correct or set on the devices tab in the App Gallery web portal.  Go to the devices tab and select the Edit button.  Check/re-enter the admin credentials and select the Submit button.  Try the app install again.  If the authentication error still occurs, check that the device date and time are set to the current date and time.  This error can also occur if the device date/time are not in sync with the current date/time.

And lastly, is there an error that is occurring when you attempt to install the app on the new AltaLink 8030 device?  If he Dropbox app is in your My Apps section, the app should successfully install on the AltaLink device.

Thank  you.  

XAS Moderator

[XAS-Moderator]

Hello, Curtis. 

Thank you for your post. 

We looked into the issue that you have described and are working on it's resolution.  This should be resolved within the next couple of weeks.  Sorry for the inconvenience.  

Thank  you for your patience. 

XAS Moderator

[ruarae1]

Are there any updates on this issue?  I have two devices (WC7845 & AltaLink 8030) that I'm having problems accessing Dropbox Services.

The WC7845 - dropbox was loaded and installed over a year ago, yet when I go to access the app/service it tells me my "trial" has expired and that I need to enter in a licence string.  App Gallery indicates that the app is free, so - I'm confused/concerned. Also, when trying to "reinstall" Dropbox from App Gallery "My App" listing, I get an error indicatiing an authentication error. Prevents completion of reinstall. I've followed the steps to overcome that issue (as per forum guidances) and no change.  Issue persists.

The Altalink 8030 - I cannot load the dropbox at all on a new Altalink 8030.  

So....whats going on?

[Curtis195539-ASP]

Curtis Cropper ZH195539, ccropper@justtech, E1B966257

301 848-5300

I upgrade sw to ......24732400#.DLM and loaded Patch 1214613v1.dlm and still gets error see attached

Is there something else that needs to be done?

[XAS-Moderator]

Hi, Joe. 

You are correct and that's exactly what we are aiming for.

For devices that have a SPAR release very close be being launched, we are including the updates to resolve the Dropbox issue.

For all other devices, we will be delivering Patch fixes.  

There will be a communication posted (at the device when the app is launched) that will inform customers when the SPAR/Patch is ready and what steps they need to take to download the updated.  We will post the same information on the forum as well. 

Thanks, 
XAS Moderator

[Joe Arseneau]

Is a spar needed for all 39 supported devices?

Is there any plan for a small patch to be released sooner than the full spar release?

[XAS-Moderator]

Hello. 

We have identified the cause and are working on a resolution.  

Unfortunately, this will be a fix on the device side and will require a SPAR release.

Stay tuned here.  We will provide more detail when we are closer to releasing the updates. 

Our apologizes for the inconvenience.  And thank you for your patience. 

We are doing everything we can to make the SPAR release available as quickly as possible. 

Thank you, 

XAS Moderator

[DaveAXALJE-AA]

Customer is getting a bit aggravated, still don’t see Dropbox in app gallery, I guess that is clue it may not be fixed yet. Any word?

[XAS-Moderator]

Thank you for the post. 

We are currently investigating the issue and trying to determine a resolution.  We will post an update here as soon as we have more information.  

We did remove the Dropbox app from the App Gallery to avoid new installs that will be impacted by the current outage.  We will reenable the Dropbox app in the App Gallery as soon as everything is back up and running.  

We apologize for any inconvenience.  Please stay tuned here for updates. 

Thank you, 

XAS Moderator

[DaveAXALJE-AA]

Just another note, the Dropbox button on the app gallery page is gone as well