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ben_galaxy's avatar
ben_galaxy
Explorer | Level 4
2 years ago
Solved

Dropbox keeps asking me to install Word even though it’s already installed.

All of a sudden Dropbox tells me to install Word when I try to open my Word document in Dropbox for iPad. I already have Word installed! The only options I have are to tap “Install” (which takes me t...
Microsoft
Microsoft Office
Mobile
Third Party Integrations
  • Walter's avatar
    Walter
    2 years ago

    Hi all, I just wanted to mention that we heard back from the team and this should be resolved now.

     

    Let us know if anyone is still having issues with this!

ben_galaxy's avatar
ben_galaxy
Explorer | Level 4
2 years ago

Well unfortunately that solution is short-lived. Yes, signing out and signing it fixes the problem but it just happens again a couple days later. It’s now happened 3 more times since I posted this last message. Can someone help me find a permanent fix?

Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hi ben_galaxy & J_nelly_5!

 

Could you send me a few screenshots with the message you receive from Dropbox, when you try to open your files? 

  • ben_galaxy's avatar
    ben_galaxy
    Explorer | Level 4
    2 years ago

    Hi Megan,

     

    Sure thing, here ya go:

    iPad OS version: 16.3.1

    Dropbox iPad app version: 320.3.2

     

    I'll post a screenshot the next time it happens.

    Thank you!

      • ben_galaxy's avatar
        ben_galaxy
        Explorer | Level 4
        2 years ago

        Hi Jay, no I don't have the separate Microsoft 365 app installed currently. Should I install that? The Dropbox app is sending me to the specific Word app on the App Store when it asks me to install, not the 365 app.

  • ben_galaxy's avatar
    ben_galaxy
    Explorer | Level 4
    2 years ago

    Hi Megan,

     

    Here are some screenshots as you requested. I uninstalled the Dropbox app completely and reinstalled it. As before it worked as expected for awhile (2-3 days/10-12 openings of my document) and then reverted back to asking me to install Word. Here are the screens that pop up.

    Thanks for the assistance!

     

    Initial prompt:

     

    Tapping 'Install' opens App Store where you can see Word is already installed:

     

    Tapping 'Done' closes App Store and displays this page. The blue square just keeps spinning, never "completes":

     

    P.S. I removed the "Accepted as Solution" mark from the earlier post, since it turned out to only be temporary.

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

      Hi all, I just wanted to mention that we heard back from the team and this should be resolved now.

       

      Let us know if anyone is still having issues with this!

      • MDW 123's avatar
        MDW 123
        Helpful | Level 5
        2 years ago

        Mine appears to be fixed too

         

        Thank you 

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