Can't open password protected file

This is the screenshot. Clearing cache made no difference

It wont accept the Dropbox password or the File password.

John

Can’t find your post?

John

Yes received.

John

I am having the same exact issue.  I can open the file from the Dropbox folder in File Explorer on my desktop computer, but when I use that same computer to access DropBox via the Web to look at version history of the Word doc, the password isn't recognized.  This locks me out of being able to see the version history, which I need.

Hi JimL from HB, you don't need a file password to access the version history of any file on Dropbox. 

Are you referring to a password on the file itself, or the password to your Dropbox account online?

Hi Jay,

The original file is password protected in Microsoft Word.  When I attempt to open the version history in DropBox on the Web (the only way I can access Version History, as far as I can tell), it prompts me for the file password (not my DropBox password, as I am already logged in on my desktop).  However, the correct file-specific password does not work (I've tried this on several different files), and - just to say I've tried it - neither does the DropBox password.  

Sorry to jump in here, JimL from HB.

Have you tried this from a different browser, or from a private browsing window, to see if you get a different behavior?

Yes, I have tried it in Chrome & Edge but neither browser will accept the correct password of one of my files?

Hi JimL from HB, johnblakemore, could you attach a screenshot showing the exact message you're getting when loading the version history for the file on the Dropbox site?

Hi John,

Here are 3 screenshots in succession:

• The way the files are listed under "Version History" (names redacted)
• The prompt for the password
• The response when I enter the correct MS Word file password.

Jim

Are these ok?

John

Hey guys, happy Monday! 

Just jumping in here to ask if this is still happening on your end. If it is, would it be okay for me to reach out via email, so we can have a closer look at this? 

Keep me posted.

Hi

Yes it is still happening.

[email removed as per Community Guidelines]

Thanks.

Hi johnblakemore!

I just sent you an email. I'd be happy to see you there. 

Cheers! 

Hi sz999, sorry to hear you're having issues with this.

Can you please send us a screenshot of the exact error you're getting, omitting any personal information if possible?

Have you cleared your browser's and the app's cache at all lately?

Were you ever able to open the file normally?

Same problem here.

When I try to open a protected word file, I am asked to input the password. But dropbox says the password is wrong. 

But if I download the file I can use the same (correct) password to open the file. Then I have to delete the file in dropbox and upload the changed word file from my computer. Please fix this issue!

Hi janghell, does this occur on any file, or just this particular file?

Could you create a test Word document with a simple password and see if the issue persists?

I tried that now. Made a file on my computer and password protected it. Could open it from my computer. When I uploaded the file to dropbox and tried to open the file from chrome browser. I get "wrong password"

Could you attach a screenshot showing the exact window you're on when entering the password?