Forum Discussion

Tim Fortugno's avatar
Tim Fortugno
Explorer | Level 3
2 years ago

The Dropbox app on my iPad keeps crashing every time I edit a Word document.

I tried to delete and reinstall my Dropbox App however it crashes while editing my document. It just started crashing recently. Interestingly, it DOES NOT crash on my iPhone or desktop. 
edit
Tim Fortugno's avatar
Tim Fortugno
Explorer | Level 3
2 years ago

Yes ... I tried to uninstall and reinstall too. 

Nancy's avatar
Nancy
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hope it's alright to chime in, Tim Fortugno. 

 

Is the Dropbox app throwing any errors upon crashing? If yes, can you send us a screenshot?

 

Also, you’re editing the Word document via the Microsoft app on your iPad when this happens, correct? Have you also reinstalled the Microsoft app in the meantime? 

 

Let me know if I’ve misunderstood something.

  • Tim Fortugno's avatar
    Tim Fortugno
    Explorer | Level 3
    2 years ago

    Thank you for chiming in. As for ERROR sign, the answer is no. It just crashes. As for editing via Microsoft app ... yes. However, I haven't tried to uninstall it. I use it via work and I'm not sure of the user name and password to reinstall. I will send my IT person a message to inquire about this. 

     

    I wonder if it has anything to do with the difference with my DropBox (user name/email/password) being different from my work email/password and Microsoft Office (word, excel, etc). 

    • Nancy's avatar
      Nancy
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      2 years ago

      This could be relevant; if you can log into your Microsoft account with the same email address you use for Dropbox, it’d be a good way to test this and rule it out as a possibility.

    • zacw's avatar
      zacw
      Icon for Dropbox Engineer rankDropbox Engineer
      2 years ago

      I'm not seeing any crash logs for your user, so it would be helpful if you could manually grab them from your device to share. You can find them in the system Settings app under:

      1. Privacy & Security
      2. Analytics & Improvements (near the bottom)
      3. Analytics Data
      4. search for "Dropbox"

      This will be a pretty large text file that you should be able to attach here. It'll help figure out why you're crashing, at least.

    • BenDBX's avatar
      BenDBX
      Icon for Community Manager rankCommunity Manager
      2 years ago

      Hi Tim Fortugno,

       

      If you're willing to share the crash logs per Zac's instructions above, would you mind if we reached out via email to retrieve them?

       

      Thanks,

      Ben

      • Tim Fortugno's avatar
        Tim Fortugno
        Explorer | Level 3
        2 years ago
        I appreciate the advice. However I looked for the “logs” via the previous post and couldn’t find it. Again, thank you. For the time, I removed the “troubled doc” then re-added. Hopefully this will fix and remedy my issue. This never happened - yet was able to edit the same doc on different devices.

About Delete, edit, and organize

Solve issues with deleting, editing, and organizing files and folders in your Dropbox account with support from the Dropbox Community.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!