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Unable to open files synced to computer
Hi -
I've been using dropbox for a few months now and it has been aweseome -
I've got a distributed team of 10 people working across the country - and we've been sharing files on Dropbox without issue until a couple of days ago.
Suddnely, and for reasons I don't understand, no one is able to open files. I thought it was me or my machine or my software .... but I'm getting the same reports from across the country that people are no longer able to open files stored on Dropbox.
Everyone is getting the same error message and calling ME to fix the problem and i don't know what to do -
The file “PDLogo_AnalyticsTag.png” could not be opened.
It may be damaged or use a file format that Preview doesn’t recognize.
Everythting was working fine until Friday or Saturday - when suddently file-opening stopped workiong.
Please help !!!!!
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- Fiona
Dropbox Staff
Missed the question, so I am back kajakiem :grin:
Dot underscore files are Mac system files however since they take up space, they should be able to be Smart Synced. What version of our app do you have installed in this Mac device?
Does smart sync work for the rest of your files? If you don't have the Smart Sync option at all, please read this Help center article.
Let me know if this was helpful. We will work on fixing this together. Thanks!
I use desktop app, and I syncronize them using this window.
[IMAGE LINK IS BROKEN AND CANNOT BE DISPLAYED].
But there is no option to turn "online-only" files to "local". Where is this option?
Files that were syncronized more that one month ago are "local" and I can open them. FIles that have unsynchronized and synchonized within last month are all "only-online" and I can not open them before downloading them to my computer.
- Fiona
Dot underscore files cannot be opened in Dropbox, but should sync down to your desktop. Are you on a paid plan?
(Edit) Do the files include incompatible characters that might be preventing the files from syncing?
Yes, I am using paid Dropbox Plus since two years.
Where do I turn "only-online" files into "local"?
They are not Dot underscore files, they are just normal files I am working on as usual.
[IMAGE LINKS ARE BROKEN AND CANNOT BE DISPLAYED].
They are not Dot underscore files and they doesn't include any incompatible characters. I was working on some of those files before when they were synchornized and they worked. there are all folders with same problem. They are all having "only-online" tag, this is why I am asking how do I turn "only-online" files into locals?
- Fiona
Do you have this Plus account paired with a Business?
This sounds like not having extensions enabled. If you have two accounts, enable the system extension for both Dropbox accounts (if your admin set this preference, reach out to ask them to do this for the entire team). Steps for changing the preferences for the System Extension on Personal and Dropbox Business accounts can be found here:
https://www.dropbox.com/help/desktop-web/filesystem-integration
Remember to reboot your device after.
Let me know if this solved the issue.
I don't have plus account paired with a Business. Should I still do the same?
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