Saving documents to Dropbox on my iPhone

[dustym17]

I create a word document in Microsoft Office then save to a folder in Dropbox. On retrieving the document I discover it’s a blank page. I’ve powered down, deleted app then reinstalled it, as suggested by Apple support but to no avail. Is it because Microsoft want me to take out a subscription as I had this free version of Office for years or does the problem lie with Dropbox? I’ve been using Dropbox without any issues for the past 5+ years

[Nancy]

Thanks for posting on our forum, @dustym17! 

Can you clarify a few things for me first, so that we can check this further? 

Do you mean that you create a Microsoft Word document by clicking on the + Create button at the bottom of your Dropbox app on your iPhone, or that you create this document on your mobile device first and then, you upload it to your Dropbox account? 

If you’ve already reinstalled the Dropbox app on your mobile device, have you also tried clearing its cache before doing so? 

Keep me updated.

[dustym17]

Hi Nancy
Thanks for your reply.
I create documents either on my iPhone or iPad then save/upload to my Dropbox account.
I unfortunately wouldn’t know where to start in clearing the cache so help in this respect would be appreciated.
Cheers
John

[Hannah]

Hey @dustym17, sorry to jump in here!

To clear the cache on the Dropbox app, you can open it, tap on "account", then on the gear icon and then on "clear cache".

Also, when you initially save the Word doc to your Dropbox, are you able to preview it in Dropbox, after it's uploaded?

And do you see the same thing, if you open your Dropbox account from a web browser too?

[dustym17]

Hi Hannah
Thanks for outlining ‘clear cache’ but unfortunately no difference.
Once a document has been uploaded I’m unable to preview it.
I always access documents through the Dropbox app. I have never attempted doing so through a web browser.
I have been saving and retrieving files through Dropbox the same way for 7+ yrs and it’s only in the last month I’ve experienced this loss of documents.
However, photos continue to be automatically uploaded to Dropbox.
Cheers dustym17

[Hannah]

Thanks for the update here, John, this does seem strange.

If you create a file in the Word app and then save it to your device, instead of Dropbox, does it look correct?

And if you then save it to Dropbox? What do you see?

[dustym17]

Hi Hannah
Yes I can save the document in Word and also in iCloud, just not Dropbox.
Images taken on my phone continue to stream over seamlessly to Dropbox.
I have email’d Dropbox Support for them to comment.
I’ve been a Dropboxer for 7+ years with no issues, only in the past month has this problem arisen.
What makes it more infuriating is that I started paying for the Plus service only months before!
John

[Jay]

Hi @dustym17, do you have the ticket ID from when you contacted the support team to locate it in the system?