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Can't open a specific Excel file within a folder via Dropbox on Windows

Can't open a specific Excel file within a folder via Dropbox on Windows

Explorer | Level 3

There's an Excel file within a folder that I cannot access via the Dropbox application on Windows. There are 2 Excel files within the folder and I can only access one of them but not the other. Both Excel files are password protected. Whenever I open one of the Excel spreadsheets I am requested to enter the password to gain access, however when I attempt to open the other Excel spreadsheet the loading icon next the cursor appears and continues to load for a long time but doesn't ask me to enter the password and doesn't open at all.

 

To solve this issue I have attempted to access the file via Dropbox on a browser and I am still unable to access it. In addition to this, I have uninstalled the Dropbox app on Windows and reinstalled it and still encounter the same issue. Please advise me on how to solve this.

3 Replies 3

Re: Can't open a specific Excel file within a folder via Dropbox on Windows

Dropboxer

Hey there @NadiaYMA, let's see what we can do here. 

 

Out of curiosity, do you get any error messages via the website when you try to access the file you're having trouble with?

 

It would also be super helpful if you could send me a screenshot of what the icon on the file looks like. 

 

Give me a nudge whenever you get the chance to check these out. Thanks!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Can't open a specific Excel file within a folder via Dropbox on Windows

Explorer | Level 3

Thank you for getting back to me.

 

The icon on the file is the green tick; the icon I was referring to is the blue loding circle next to the cursor.

 

Here is a screenshot of the error message that appears after I open it:

Dropbox loading error.png

Also, would using one account on 2 different computers potentially be the problem.

 

I look forward to your reply.

Re: Can't open a specific Excel file within a folder via Dropbox on Windows

Dropboxer

From the error in the screenshot, the issue may be down to how the file was encrypted, or the password applied @NadiaYMA.

 

We can check to see if the issue is due to the file being open on another device by temporarily closing the Dropbox app to see if you have the same error.

 

If you're not familiar, you can close the app from your Task Manager or by:

  1. Clicking the Dropbox icon in your system tray.
  2. Click the profile pic/initials icon in the top right of the window.
  3. Choose "Quit Dropbox".

Let me know if you still get the error after closing the app!


Daphne
Community Moderator @ Dropbox
dropbox.com/support


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