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Mitz1's avatar
Mitz1
Explorer | Level 3
1 month ago

“Can't open the file because the file format/extension is not valid.” error on website/desktop app.

Hi, I’m having a serious issue with Dropbox where many of my files appear in the correct folders on both my computer and on Dropbox.com, but none of those specific files will open. I receive erro...
desktop
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Web
Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
1 month ago

Thanks for the updates, Don.

I completely understand where you're coming from, I would be frustrated if this happened to me as well.

Regarding the Dropbox app, have you tried simply reinstalling it, without uninstalling it first?

And as for your files, if you upload them to the website from the second computer, are you able to open them?

Hopefully, the reinstall will also fix the syncing issue on the Falcon too, but let me know how it goes.

Mitz1's avatar
Mitz1
Explorer | Level 3
1 month ago

Hannah, thanks for the reply.
Just to clarify: the Dropbox website does not open any files on any of my computers, so uploading files to the website wouldn’t help in this case.


Also, I can already open all of my existing files from the second computer (the HP). The only files I cannot open are the most recent ones, which do not appear on the HP at all and also won’t open on the Falcon or on Dropbox.com.


At this point, I’m mainly trying to get Dropbox running again on my primary computer (the Falcon), since the app does not launch. I'm looking for some help to do this properly.

Don

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    1 month ago

    Okay, Don, understood.

    Have you tried reinstalling the app like I suggested in my previous reply?

    If simply reinstalling the app doesn't work, you can uninstall it, restart the computer and then reinstall it.

    • Mitz1's avatar
      Mitz1
      Explorer | Level 3
      1 month ago

      Hi Hannah, thanks for the follow‑up.

      I tried reinstalling the app exactly as you suggested. Then uninstalling and reinstalling. When I launch Dropbox, a window flashes for about a second with a message I can’t read, and then it closes immediately. After that, the Dropbox folder opens, but the Dropbox app itself never launches. There is no tray icon and no sync engine running.

      None of the files in the Dropbox folder on the Falcon will open, and the behavior is exactly the same as before the reinstall.

      Please advise on the next steps.

      • Hannah's avatar
        Hannah
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        1 month ago

        Hmm, I see. 

        In that case, please try our advanced reinstall steps here and we'll go from there.

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