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johnblakemore's avatar
johnblakemore
Helpful | Level 7
4 years ago

Can't open password protected file

One of my files is password protected but when I try to access it via Dropbox.com on my PC I put in my password but it says that it is incorrect. It is not incorrect. I can access the file via my Tab...
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Walter's avatar
Walter
Icon for Dropbox Community Moderator rankDropbox Community Moderator
4 years ago

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?

janghell's avatar
janghell
Explorer | Level 4
4 years ago

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!

 

  • Jay's avatar
    Jay
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 years ago

    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?

  • janghell's avatar
    janghell
    Explorer | Level 4
    4 years ago

    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"

     

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