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RJain's avatar
RJain
Helpful | Level 6
3 months ago
Solved

Getting an error when trying to open documents in various Dropbox folders

Application Affected
(Dropbox Folders)
Device
Samsung Laptop
Operating System/Browser (if using the web)
(Windows 11)
Dropbox App Version (if using the app)
N/A

Question or Issue
1.  A very large of the files (Word, PDF) in various Dropbox folders do not open. For Word files, i get the foll message:  

 

2. Such files in the Dropbox directory have a brownish tag

 

3. For PDF files I get the foll message:

Hmmm… can't reach this page

It looks like the webpage at file:///C:/Users/[removed]/Dropbox/5G%20workshop/India_2021_Forecast_Highlights.pdf might be having issues, or it may have moved permanently to a new web address.

ERR_FAILED

4. The non-dropbox files do not have this problem

Please suggest how to correct this.....There are a lot of Word Files in my Dropbox.... and doing anything one by one seems very painful.

 

Thanks

desktop
Error Messages
View
windows
  • RJain's avatar
    RJain
    2 months ago

    Thanks for the follow up now and before. I w I uninstalled and reinstalled Dropbox. I had installed Dropbox on more than 3 devices, which was outside the scope of my subscription. I uninstalled Dropbox from another device.

    I was hoping for a more nuanced feedback from Dropbox System.

    The support from the Dropbox Community, Hannah, Nancy and Megan has been very prompt and reassuring. Thanks🙏🙏🙏

9 Replies

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 months ago

    We're glad to hear you managed to sort this out in the end and thanks for keeping us in the loop too RJain​.

    Let us know if anything else comes up in the future and take care!

  • RJain's avatar
    RJain
    Helpful | Level 6
    2 months ago

    Thanks for the follow up now and before. I w I uninstalled and reinstalled Dropbox. I had installed Dropbox on more than 3 devices, which was outside the scope of my subscription. I uninstalled Dropbox from another device.

    I was hoping for a more nuanced feedback from Dropbox System.

    The support from the Dropbox Community, Hannah, Nancy and Megan has been very prompt and reassuring. Thanks🙏🙏🙏

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 months ago

    Hey there, RJain!

    Still stuck with this, or did you work some magic and fix it? Either way, we'd love to know what fixed it for you, or if you still need some help. 

  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 months ago

    Hi from me too, RJain! If you're not on a free Basic plan with 3, or more, devices linked to your Dropbox account, can you also reinstall your desktop app and restart your device? 

    Is the brown box icon still present next to your Dropbox files after that? If not, can you open them now?

  • RJain's avatar
    RJain
    Helpful | Level 6
    3 months ago

    Dear Hannah

     

    The files look exactly the same as before. The options when I right click one of the files are the usual ones.

     

    Thanks

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 months ago

    Thanks for the update, RJain!

    Can you please send me a screenshot of what your files look like now, after uninstalling OneDrive?

    And can you also send me a screenshot of the options you see when you right-click on one of those files?

  • RJain's avatar
    RJain
    Helpful | Level 6
    3 months ago

    Thank you Hannah for a very prompt response.

    I have uninstalled onedrive. After that I restarted my PC, but the problem continues.

    Please help.

    Thanks

     

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 months ago

    Hey RJain, welcome to our Community!

    From what I can see from your screenshots, your files seem to have some icons on them that are not Dropbox related, but OneDrive related.

    Can you uninstall/disable OneDrive, to see if that helps?

    If it doesn't, can you let me know if the files in question are set to "online-only" or "available offline"?

    Let me know and we'll go from there.

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