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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Jay
Dropbox Community Moderator
4 years ago
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!
johnblakemore
Helpful | Level 7
4 years ago
Hi
The file is a Word document (.doc) and I am trying to access it from Dropbox.com through my browser on my PC
When 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
Megan
Dropbox Community Moderator
4 years ago
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.
johnblakemore
Helpful | Level 7
4 years ago
Hi
I have opened the document in my Safari browser on my iPad but get exactly the same answer that it says that I am using the wrong password!
John
Walter
Dropbox Community Moderator
4 years ago
Hey johnblakemore, sorry to jump in here, but could you clarify how are you inputting the file's password?

Are you, for example, copy-pasting it from somewhere or are you manually writing it?
johnblakemore
Helpful | Level 7
4 years ago
I am manually writing it.
John
Walter
Dropbox Community Moderator
4 years ago
Were you ever able to open this file with this exact password then johnblakemore?

If it was shared with you, you can ask the owner of the file to unlock it for you in the meantime.
johnblakemore
Helpful | Level 7
4 years ago
I have used this password for some time when opeing the file on my PC or Tablet but cant remember if I have used it to open the file via the website.
My files are not shared with anybody.
John
Walter
Dropbox Community Moderator
4 years ago
Thanks for clarifying that for me johnblakemore

Can you please clear your browser's cache and let me know how it goes?

If you're still getting the same results, please send me a screenshot of the error you're getting so that we can have a visual too.
johnblakemore
Helpful | Level 7
4 years ago
This is the screenshot. Clearing cache made no difference
It wont accept the Dropbox password or the File password.
John