App crashing when trying to export or offline a file on my Android device.

[Carlos Ximenes]

App version 220.2.4
Android: 11

I am not able to export a file nor make it available off line, app keeps crashing during the process. I have already done all the basic steps such as clearing cache, logging out, restarting phone, uploading android, etc.

So frustrating.

[Daphne]

Hey @Carlos Ximenes, thanks for posting!

Can you just confirm for me if you've tried doing a reinstall of the Dropbox app on your phone?

Have you tried to see if there is any difference if you use a different WiFi connection, or mobile data, when offlining or export a file?

Let me know and we can go from there!

[Carlos Ximenes]

Yes, i have even factory reset my phone, tried 4g, friends wifi and the problems is still there.

[Daphne]

Thanks for getting back to me here @Carlos Ximenes!

Does this happen only with a specific file, or all files that you try exporting or offlining?

If it's just a specific file, how large is the file?

[Carlos Ximenes]

Every video file.

[Daphne]

How much space do you have free on your phone at the moment, @Carlos Ximenes?

Also, can you try exporting the file to another location to see if there's any difference? If you have an SD, maybe try exporting the file there.

[Carlos Ximenes]

I have 71GB free, sd card is not an option.

[Walter]

Hey there @Carlos Ximenes; I'm sorry to hear this persists. 

Could you try completely uninstalling and re-installing our mobile app and let us know if this happens again?

[Carlos Ximenes]

Problema still persist on the App, however I download it trhough chrome and worked perfectly.

Interestingly, it is happening only with this 5gb file.

[Walter]

I see; thanks for clarifying that, Carlos.

Can you maybe try renaming this specific file to something simple and try again?