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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 or the files are no longer on the server. But they are where they belong, and I can open them on other devices.

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! 

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  • david k.129's avatar
    david k.129
    Helpful | Level 5
    7 years ago
    Please put this in a different thread regarding licensing.
  • archmix's avatar
    archmix
    Explorer | Level 3
    7 years ago
    Understood. But this is a factor of what cloud product I choose to use. Why do I now receive the same sign in requirement for my iPhone?
  • Rich's avatar
    Rich
    Icon for Super User II rankSuper User II
    7 years ago
    archmix wrote:

    Let’s put out an official statement (on your website, not in the forum section) and stop the lack of transparency of fees I have to pay to use apps that are already on my device.

    The statement already exists, and has existed since the feature was released.

    Do I need a special license to edit my Dropbox files in an Office Online application?

    If you have a Dropbox Basic or Plus account, you will not need a Microsoft account or Office license to edit your files.

    If you have a Dropbox Business account, you will need an enterprise Microsoft account with a license that allows editing in Office Online (Business, Business Essentials, Business Premium, ProPlus, E1, E3, E4, or E5).

    Additionally, if you're using a tablet larger than 10", Microsoft requires that you have an O365 license to use Office applications. 

    And remember that the licensing restrictions are put in place by Microsoft, and not Dropbox.

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