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 Tablet. Thank you.

HiThe file is a Word document (.doc) and I am trying to access it from Dropbox.com through my browser on my PCWhen I open the file I am asked for the password but it says it is an incorrect password. When I open the file via the App on my Tablet it accepts the correct password.Thanks. John

Sorry to jump in here, sz999. If you open the file through its original app and remove the password, are you then able to preview it on our website? Generally, password protected files cannot be previewed on our website, so you might need to do that to preview them. You can see more info about this here.

Hi Hannah,Thank you, I didn’t realize that. I haven’t removed the password because I know I can open files that aren’t password-protected, but I want to keep this one protected.I realize you don’t control the policies, but what’s the logic behind not being able to open pw protected files in a browser? If it can’t be done, why does it even ask for the pw (rather than just show a message that says pw protected files are unsupported), and why does it then tell me the pw is wrong? It seems strange to ask for the info, when no pw would be accepted — asking for one and giving an error message implies it’s possible to open a pw file and that either there’s a bug or the user is doing something wrong, which is apparently not the case. Again, I appreciate this info; do you know if there’s a way to communicate with dropbox to let them know how uninformative and confusing the way it works now is? Thank again for explaining why it won’t / can’t work

Hi johnblakemore, thanks for messaging the Community! What type of file are you trying to access? Are you accessing it from the site, or downloading it and opening it in a specific app? This will help me to assist further!

Hey johnblakemore, sorry to jump in here! Have you tried a different browser in order to preview your file? Can you give it a go and let me know how it goes? I'll be waiting for the results.

Can't open password protected file | The Dropbox Community

56 Replies

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johnblakemore
Helpful | Level 7
4 years ago
Yes, I have tried it in Chrome & Edge but neither browser will accept the correct password of one of my files?
Jay
Dropbox Community Moderator
4 years ago
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?
JimL from HB
Explorer | Level 4
4 years ago
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
johnblakemore
Helpful | Level 7
4 years ago
Are these ok?
John
Megan
Dropbox Community Moderator
4 years ago
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.
johnblakemore
Helpful | Level 7
4 years ago
Hi
Yes it is still happening.
[email removed as per Community Guidelines]
Thanks.
Megan
Dropbox Community Moderator
4 years ago
Hi johnblakemore!

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

Cheers!
sz999
Explorer | Level 4
4 years ago
I am having this exact same problem, and getting exactly the same error message as the original poster. The file opens from my DB app on my phone, but says password wrong, when I try to open online through any browser. The end of the conversation with previous user was via email, so I can’t see what the solution was. Thank you!
Walter
Dropbox 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
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!