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100120's avatar
100120
Explorer | Level 3
2 years ago

Trying to open a file IOS

Hello ! Thank you for the opportunity to share a puzzling issue. I have been a Dropbox for several years without any challenges. The last month or so I have not been able to open a random file ( am running latest iOS version as well as Dropbox. When I try to open or access a random file , I receive an alert shows “ loading “ so am not able to get to my folders or any sub folders. Any thoughts anyone ? Thank you for your help ( btw I cleared cache ,deleted the drop box app , signed out from App Store , turned off the phone , sign back in to App Store , reloaded Dropbox app.

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  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hi there 100120 - sorry to hear about this.

     

    Can you please clarify if this is a file that you own or a shared one? Are you able to preview it normally on the website or after downloading or exporting it locally to your devices?

     

    Let us know more and we'll take it from there. 

    • 100120's avatar
      100120
      Explorer | Level 3
      2 years ago
      Good morning Walter. Thank you so much for your prompt reply. It’s an owned file. Non shared. Yes I am able to access it on Dropbox web and on my computer. The challenge is on my iPhone. Both iPhone and Dropbox app are running on latest versions 17.1.1 and Dropbox 354.4.2.
      So when I create folder I see the name of it , but when I try and open it to file documents it displays “ downloading “ then after a while it says unable to download. Thank you for any direction. Have a nice day.
      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Hey 100120, would you mind sending us a screenshot of this message that you see?

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