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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 ...
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.
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
Thanks Renzo74, that works for me. You’ve made my day
- Walter
Dropbox Community Moderator
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.
SpoilerYou can log a ticket at https://www.dropbox.com/support
Once again, thanks for your patience and cooperation on this one guys.
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.
Hi Walter, my ticket number is 8902021
My ticket ID is #8901695
Hi Walter, my ticket number is 8902061. Thanks for your support. Please resolve the issue at the earliest.
hey Walter
I’m on an ipad and there’s a dropdown field that is unselectable on the support page so I can’t submit a ticket.
I’m having the same problem as others who have posted here, files from Dropbox no longer able to be accessed in Office apps on iOS.
Initial error message was a ‘folder not found’ type message. I deleted and reinstalled the apps and in trying to reconnect Dropbox to the apps am now getting a network connection error message.
Here’s hoping for a speedy resolution :)
Thanks For the update. When i try to register the problem on the support page, it won’t let me select which device on the screen, so can’t send it.. it lists them , but doesn’t select it when you press them.
I’d send you a screen shot, but attaching the photo also doesnt work from this screen when on ipadpro...
Walter wrote: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.
SpoilerYou can log a ticket at https://www.dropbox.com/support
Once again, thanks for your patience and cooperation on this one guys.
my ticket is 8901684
- my ticket is 8901583
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 Same problem here ticket #8902263
- Hi Walter. My ticket is #8902360. Same issue. Working my iPad Pro.
Hi. Same problem here, iPad and iPhone.
My ticket #8902529
Walter,
I sent an email request through the help link you provided. I am not sure where people are getting ticket numbers, because I never saw one.
I’m having the same issue as everyone else... Running MSWord 2.17 (180905) and Dropbox (112.2.2) on an iPad Air with iOS 12.1.4
Can’t open Word files using Dropbox as the source. I can open “Recent” files but not others.
Same problem, office app doesn’t work on iphone or ipad, ok from browser. I couldn’t open a ticket, I can not pick up a device from the list.
- Hello. I am having the exact same problem. And only with the Microsoft apps. Inside MS Word for iOS it stopped seeing and loading files from dropbox. Tried to remove the dropbox integration and add again, and now I am greeted with message “No network Connection”, but I DO HAVE network connection. Only the app does not recognize Dropbox anymore. All other apps keep seeing dropbox files fine.
- Hi, my ticket is 8902761 Thanks
Without updating anything, I had the same problem. I couldn't open a ticket.
Ticket #8902702:
not statI have the same problem. Can’t open a ticket as my devce is when selected not staying and all I want is Dropbox to work with MS excel and word , kike them or loathe them
I guess being 56 yers old I can’t figure out how to log an error ticket. But I use Dropbox to store all my files for my sports training business and i have for years, Then ope it to WORD and edit and save all my changes, This is upsetting. I can open on my Mac computer but not on my IPad and IPhone. Please keep me in the loop if and when it is fixed
Do you have a Windows device? I was only able to use the email app on the Surface Pro because on the iPad I can't pick my device. Dunno about MacBook because I don't have one of those.
- Ticket#8903985.
trying to work with an Excel file and it won't open saying " office cannot find file. It may have been moved, renamed or deleted.
This is with office on an Android Galaxy S8 Ticket #8904060
Can't Open File, Sorry, ....xlxs is stored in an unsupported server location
I'm able to edit from a computer but this message appears from Ipad et Iphone
Thanks Walter, I am having the same problem, exactly as originally reported, on both my iPad (first gen, no longer gets iOS updates) and iPhone 6 (iOS up to date earlier this week). I could not submit a ticket because the drop down wouldn't let me select a device.
