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sellenwright's avatar
sellenwright
Helpful | Level 6
7 years ago
Solved

Why can't I open Microsoft files on my mobile device?

I updated my iPad Pro & now I can't open Dropbox files in Microsoft apps. I can see Dropbox, and I can open in other apps (Adobe, for instance), but Word, Excel, etc. tell me that the server is gone ...
Mobile
Setting up the apps
Third Party Integrations
  • Walter's avatar
    Walter
    7 years ago

    Hey fellas - apologies for any inconvenience this might have caused so far and thank you for alerting us to this.

    Our engineers are already aware of the problem and are investigating.  

    I'll make sure to circle back here to let you know more as soon as I have an update to share. 

    For the affected users noticing these errors when trying to access their Microsoft files (Excel, Word, PowerPoint) I'd suggest that you logged a ticket with our team so we can look into this and help further with all of our tools at our disposal. 

    Thank you all for your diligence and have a great rest of your day.

  • Jane's avatar
    Jane
    7 years ago
    Hello to all! 
     
    We appreciate your patience so far & we have good news to share as this is now resolved so there should be no further issues. Please try again and you should find that this functionality works correctly.
     
    If there is anyone still facing a discrepancy, please do let me know here & I’ll touch base with you asap. I'm also working on updating all the tickets you've submitted, so you can expect a reply soon.
     
    Thanks again to everyone for your reports & sticking with us on this discussion! 
Stuart C.8's avatar
Stuart C.8
Explorer | Level 4
7 years ago

I have a temporary workround for reading dropbox Excel files from my iPhone.

Click "Open" (file symbol) at the bottom of Excel. This takes you to Places. Click "... More". Click "Browse" (file symbol) at the bottom of the page. This takes you to a list of recent files which you can download and open. You can autosave but cannot save a copy as you get the "Cannot Open Folder on Server" error message.

Renzo74's avatar
Renzo74
Helpful | Level 6
7 years ago
WORKAROUND FOUND! while waiting for a solution fron dropbox or ms I found this workaround: I can open and save my ms office files stored in dropbox form ms office apps passing through “ios file app”, in ms word (or excel) tap on “other” than get dropbox through file app it seems to work for opening and saving
  • FredC74's avatar
    FredC74
    Helpful | Level 5
    7 years ago

    Thanks Renzo74, that works for me. You’ve made my day 

    • Walter's avatar
      Walter
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      7 years ago

      Thanks for your patience and the additional reports fellas.

      Juunas: Thanks for providing the ticket's ID; I've already escalated it to our experts to drill deeper into this problem with the error(s) you're all getting when trying to open your Microsoft Excel, Word and/or Powerpoint files. Most appreciated!

      For all others on this thread, I'd really urge you to log a ticket as well so we can have a clear view of how is this issue impacting our users' database. You can let me know the ticket IDs here so I can locate them on our system and forward them to the relevant department as soon as possible. 

      If any of you stumble upon an issue when submitting a ticket please let me know so I can reach out via email from my end to your Dropbox associated email addresses to work on it together. 

      Spoiler

      You can log a ticket at https://www.dropbox.com/support

      Once again, thanks for your patience and cooperation on this one guys. 

      • hfueihfwew's avatar
        hfueihfwew
        New member | Level 2
        7 years ago

        Hi Walter, my ticket ID is #8902012. Having the same issues as others here trying to work in MS Word via Dropbox on my iPad.

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