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Forum Discussion
User unable to access Dropbox files when using InDesign.
Question or Issue
We are experiencing a problem where a user is unable to access a Dropbox file through Adobe InDesign. The project folder contains two directories — one with the content files and another with the InCopy file. Dropbox shows that all data is fully synced.
However, when the user attempts to open the content folder file directly from Dropbox in Adobe InDesign, the image frame loads but the linked text content does not, and an error message appears
This issue does not occur when the files are downloaded locally. in that case, everything opens correctly. We have already verified that the files are synced and that the user has the necessary permissions.
Could you please confirm whether this is a Dropbox-related issue and advise on how to resolve it?
11 Replies
- Megan
Dropbox Community Moderator
Hi there, LampAppSupport, welcome to our Community!
I'm going to need to gather a few more pieces of info and get closer into what is happening.
As a first step, could you clarify with the user about the app's current syncing status and version that they're using along with the device's OS? They can find the version, and syncing status by hovering the mouse over the little Dropbox icon in their task/menu bar next to their WiFi.While you're at it, could you also confirm where the Dropbox folder is on the device? Are they using the new File Provider or the new Dropbox for Windows update? Feel free to also have a look here for more info about the expected changes.
One more thing: you mentioned that the issue does not occur when the files are downloaded locally. Would you be able to send me a screenshot of the files this is happening with, and the error that the user notices, and clarify if they're currently available offline, or online only?
Keep me posted, and we'll take it from there!
