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Can't open select Google docs or sheets
Hello,
I've been using Dropbox Business integrated with Google Workspaces for over a year. While the integration between Google and Dropbox can be glitchy, my team appreciates the ability to store Google Docs & Sheets in Dropbox with the rest of our files and work on them simultaneously.
Last week, we lost access to several files, receiving the error message below when trying to open select Google Docs & Sheets. I cannot restore these files to a previous version or download them -- they seem to be gone entirely/inaccessible. I called Dropbox help, and they were unable to resolve the issue, citing it as a problem with the third-party app (Google).
It's clearly an issue with the integration between the two parties, so I'm frustrated that Dropbox can't help any further.
I've tried clearing cookies & cache, signing out of Dropbox & Google accounts, and restarting my computer, but this did not help.
Any ideas about how to retrieve these files, what the issue could be, or how to best access someone at Google who will understand how these files integrate with Dropbox to be able to troubleshoot successfully?
I'd appreciate any help, thanks!
- Hi all - thanks for your reports and patience while we were investigating this.
As our status page reports, this should be resolved now.
Let us know if you're still noticing any errors!
28 Replies
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I was experiencing this issue today. The "copy" file option seems to have worked for me.
Ah, I just tried the copy method on my desktop, and it worked there. Thank you!
It's a relief to have this workaround to recover these broken files, but do you have any idea why they're suddenly breaking?
I hope that Dropbox continues to resolve the issue so that Google files in Dropbox don't continue to break.
I copied the Google Spreadsheet file and downloaded it. The new copy did open. What is the answer to avoid losing documents and spending time trying to access the file? I was locked out for more than 8 hours.
Should we only use excel to avoid being frustrated?
Please advise.
We have tried all of the suggestions as well, and even disconnected and reconnected our google. We are still experiencing issues. Can DropBox look into this issue as it seems to be a DropBox issue, and not a user issue?
- Walter
Dropbox Community Moderator
Hi all - thanks for your reports and patience while we were investigating this.
As our status page reports, this should be resolved now.
Let us know if you're still noticing any errors! Thank you for letting us know that the issue is resolved, Walter. We've tested the files that were broken/unopenable and I can confirm that they are now restored. I'm grateful that Dropbox acted so quickly on this.
A separate issue that I've been having (which may deserve a thread of its own) is my browser freezing when I'm working in Google files created in Dropbox. This also seems related to the Google integration but must be a separate issue because it's still happening.
Is anyone else having that issue?
It's becoming very irritating. I have to force quit my browser every time it happens.
- Walter
Walter It seems to be happening when working in many different Dropbox-created Google files. Most are not very large -- spreadsheets with one or two tabs.
- WalterThanks for clarifying that for me sustainingfarmers
If clearing the browser's cache or trying another browser doesn't help improve matters, would you like me to reach out via email to have a further look internally? Yes, I am also experiencing the "freeze", very frustrating.
