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Unable to open ANYTHING on dropbox

Level 3

Hi, my company has recently shifted all our files over to dropbox. Now whenever I try to access a file via my comp, I get the error message "Excel cannot open the file because the file format or file extension is not valid. Verify that the file has not been corrupted and that the file extension mateches the format of the file". This error appears for word documents and PDF documents as well. Essentially, I am unable to access anything on dropbox.

However, if I use dropbox's browser, I am able to access the same files. Would appreciate any suggestions. Thanks. 

5 Replies

Re: Unable to open ANYTHING on dropbox

Dropboxer

Sorry to hear about this @darylkooi - could you tell me the status of our app on your affected computer? Is it "up to date" or still syncing changes? Also, could you share a screenshot of the exact error message you get so I can have a visual of the problem too?

Thanks in advance!

 


Walter
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Unable to open ANYTHING on dropbox

Level 3

Hi there, thanks for the quick response! The dropbox status says it's up to date. I've attached an image to show the error messages, thank you once again. Untitled.png

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Re: Unable to open ANYTHING on dropbox

Dropboxer

Thanks for the screenshot @darylkooi - most appreciated.

As I'd need a more in depth look into this with all of my tools available, would it be OK if I reached out via email to the address you use for your forum's profile so we can work on this together? 

While we're at it, are you using Smart Sync by any chance? I'm only asking because if you do, I'd like to know if this happens with files that you have set to be local and/or Online only. 

In any case, please keep me posted Daryl.

 


Walter
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Unable to open ANYTHING on dropbox

Level 3

Hi, sorry for the late reply. Yes, please do contact me at the listed email address. Also smart sync is turned on...  @Walter

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Re: Unable to open ANYTHING on dropbox

Dropboxer

I've just sent you an email so we can work on this together @darylkooi - take a look at your inbox for my message (ticket ID: 8789801 ) and we'll take it from there. 

Thanks!

 


Walter
Community Moderator @ Dropbox
https://dropbox.com/support


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Unable to open ANYTHING on dropbox
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