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Mac Catalina - can't open files in several folders

Helpful | Level 5

To speed up my Mac, I recently did a clean install of MacOS Catalina 10.15.4 and then restored all files including Dropbox. The synch process had various issues and took a long time but it was resolved. Anyway, in some of the folders I'm unable to open many files including PDF, images, and Word and get this message:


"The file "<filename>" could not be opened. It may be damaged or use a format that Preview doesn't recognize."


In Finder, the usual Dropbox colored icons aren't there, instead it looks like a greyed-out version of the usual synch icon (see screenshot attached). File Info says the tag is "online only." These files are all fine in Dropbox online with the same file sizes. I've fixed permissions, unchecked and then re-checked the folders in selective synch but nothing seems to help. New files synch fine. Please help.

Screen Shot 2020-06-10 at 11.00.15 AM.png

1 Accepted Solution

Accepted Solutions
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Re: Mac Catalina - can't open files in several folders

Dropboxer
Dropboxer

Hi @rf44 and @MikeTT, thanks for reaching out to us. 

 

Since the files look to be online-only, could you right-click on them, select local from the Smart Sync option, and then try opening the files again? 

 

Let me know how it goes, cheers!


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


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9 Replies 9
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Re: Mac Catalina - can't open files in several folders

Explorer | Level 4

I have the exact issue! can't open any of the files at all!

Highlighted

Re: Mac Catalina - can't open files in several folders

Dropboxer
Dropboxer

Hi @rf44 and @MikeTT, thanks for reaching out to us. 

 

Since the files look to be online-only, could you right-click on them, select local from the Smart Sync option, and then try opening the files again? 

 

Let me know how it goes, cheers!


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


Heart Did this post help you? If so, please give it a Like below.
Still stuck? Ask me a question!
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View solution in original post

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Re: Mac Catalina - can't open files in several folders

Helpful | Level 5

Lusil,  Thank you for the quick reply!

 

I didn't think my account had access to SmartSynch but discovered that it did.  So I turned it on and yes, that fixed it!

 

I have a quick question on what happened.  When I reviewed the documentation on SmartSync I saw that on Mac the Finder shows the full file size but you can't open them (per my original questions).  But since I wasn't using SmartSync, just Selective Synch, the files somehow got set to "Online Only" even though I had checked those folders.   Shouldn't it have downloaded the complete files?   I guess it doesn't matter now that I have it on but just curious.

 

Thanks so much!

- Ron

Highlighted

Re: Mac Catalina - can't open files in several folders

Explorer | Level 4

Thank you! 😊 It worked!

Highlighted

Re: Mac Catalina - can't open files in several folders

Dropboxer
Dropboxer

Glad to hear that you were able to resolve this, @rf44 and @MikeTT

 

In general, when you choose to sync a folder from your selective sync settings, that folder will be placed into your Dropbox folder as online-only. 

 

However, if you want to make them local, simply right-click on the folder in question and choose local as your Smart Sync option. 

 

I hope this helps, but let me know if you have any other questions. Thanks!


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


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Re: Mac Catalina - can't open files in several folders

New member | Level 2
New member | Level 2

The problem is that you can select all files under preferences to be local under the snyc settings.

 

BUT THE SOFTWARE WILL NOT LET YOU UPDATE.

 

Contact drop box help and good luck getting the pics to open.

Highlighted

Re: Mac Catalina - can't open files in several folders

New member | Level 2
New member | Level 2

Same all my files say damaged??????

 

Highlighted

Re: Mac Catalina - can't open files in several folders

New member | Level 2
New member | Level 2

Same all my files say damaged

 

Highlighted

Re: Mac Catalina - can't open files in several folders

Dropboxer
Dropboxer

Hey @astartecreative, thanks for nudging us on this thread. 

 

Just to make sure that we're on the same page, could you send me a screenshot (without any personal information) of what the files and/or the error message looks like? 

 

Looking forward to hearing back from you!


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


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