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jdt34's avatar
jdt34
Explorer | Level 3
5 years ago
Solved

Can't open any files from my Android phone

I got a new Android phone about three weeks ago. When I accessed my Dropbox files, I was able to open some and not others. Now I am unable to open any files on the phone. Instead, I receive this mess...
Android
Error Messages
Mobile
Preview
  • Jay's avatar
    Jay
    4 years ago

    It seems like the device itself isn't allowing the Dropbox app to access the internet to download files. 

    There is a possibility that a proxy, VPN, firewall, security software, or even ISP/router issues could be restricting traffic to the following Dropbox domains.

    I'd recommend checking all of these possibilities, and try connecting to a different WiFi network, or use cellular data, to see if there is any difference.

Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
4 years ago
Great. Thanks for the update, jdt34!

Can you also send us a screenshot of what you see when trying to preview your Microsoft files? 
jdt34's avatar
jdt34
Explorer | Level 3
4 years ago
I'm not sure how to include a screenshot in this post; if you explain how to do it, I'd be happy to. But regardless of the file I open, it tries for about a minute before I finally get the message "This file can't be previewed. To open this file, try a computer or another app."
  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    You should be able to click the little camera icon on your response and attach your file there. 

    Does that happen with specific file types only? 

    Feel free to also have a look at this Help Center article.

    • jdt34's avatar
      jdt34
      Explorer | Level 3
      4 years ago
      I'm sorry, but there is no camera icon on my respone. I can copy and paste any text, but I find no option to attach an image.

      The only file types I have are docx, pdf, and xls. I can't open any of them with my phone. The file sizes range from 6-170 KB, which is well below the limits outlined in the article you recommended.
      • Jay's avatar
        Jay
        Icon for Dropbox Community Moderator rankDropbox Community Moderator
        4 years ago
        Hi jdt34, could you try offlining the files first in the mobile app and then try to preview them?

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