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"Can't open file" error for the Microsoft Excel files on my iPad.
I cannot open Excel files on my iPad for the last few weeks. I get the error message: "Can't open file. Sorry, something went wrong and [document] can't open. The error doesn't happen on my iPhone or Desktop; only the Microsoft Excel files seem affected. I'm up to date with iPad software and Dropbox app. I would appreciate help.
Thanks for confirming! Next thing I’d like you to do is open the Microsoft Excel app on your iPad and follow these steps:
1. Navigate to Excel app
2. Tap account icon in top left corner
3. Tap 'Storage Accounts'
4. Add Dropbox account.
Please also make sure that there’s no more than one Dropbox account listed there.
26 Replies
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- Jay
Dropbox Community Moderator
Thanks for the image, Martie.
As you mentioned that the file opens normally in the Dropbox mobile app, and you only get this error in the Excel app itself, there might be some issue with the connection there.
Are you able to open the Excel file in the iOS Files app when navigating your Dropbox account?
Do you have enough free space on your device in general?
Ok. Here we go: this is the error I get.
Now that I need a screenshot, of course, all my files open! It’s a very cursory error message, saying something like “error the file can’t be opened.”
- Hannah
I completely understand where you're coming from, Martie, and rest assured that we will get to the bottom of this, one way or another.
Is it possible to send us a screenshot of the error that you're getting?
It’s very frustrating. Some of my Excel files open, others do not. Just now, none of my files would open. I can’t figure out if there’s a pattern. I’ve just deleted/reinstalled the app again; now some files open, and one in particular is still stubborn and won’t open.
- Hannah
Sorry to hear that, Martie.
If you do the uninstall/reinstall process again, does it help?
Hi, bad news, I’m afraid. 😔 The intermittent problem hasn’t gone away after all. I’ve marked all Excel files as available off-line, deleted and reinstalled the Dropbox app, deleted and reinstalled Excel, and for a few days the problem seemed solved. Now it’s cropping up again. What else could I try?
- Theresa
Community Manager
Hi Martie and welcome to the Dropbox Community! It's great to have you here. Thanks for getting back to us to let us know your issue has been resolved. It's people like you who keep the Community spinning each day 😼.
By the way, I'm Theresa - you will see me here on the Community getting involved in threads and starting conversations 👩💻 . I'm curious - what would be your favourite Dropbox feature?
Looking forward to hearing from you,
T😺( Dropbox Community Manager)
- Hannah
That's great to hear, Martie, I'm glad to see it worked!
Hopefully, it will remain this way, but if you come across any issues again, let us know.
