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Online PDF's won't open on File Explorer

Online PDF's won't open on File Explorer

BSkillings
Helpful | Level 6

Hi,

 

My users are currently experiencing an issue where they're unable to open online-only PDF files from Windows file explorer.

 

They double click on the files and a message comes up saying that the file is corrupted. When they then go on to the web application and try to open the file, no problems at all. Similarly, when they  save/sync the file locally to their PC, they can open the file.

 

I've had a look at the permissions and it seems as though the individual local users don't have modify permissions, but have read/write permissions, so should still be able to open the files, but if you add the modify permission to the folder/file, they can then open the PDF no problems.

 

Please help!

5 Replies 5

Re: Online PDF's won't open on File Explorer

Lusil
Dropboxer
Hey there @BSkillings, let's see what we can do here. 

Could you ask these users if they are able to right-click on the files and Smart Sync them as local?

If they get any error message along the way, a screenshot of it would be super helpful. 

Give me a shout whenever you have any updates, thanks!

Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Online PDF's won't open on File Explorer

BSkillings
Helpful | Level 6

Hi Lucil,

 

Yes they are able to sync the files locally by right clicking them. As mentioned in the original message I posted, this error only occurs with online only files.

 

Thanks,

Ben

Re: Online PDF's won't open on File Explorer

Lusil
Dropboxer
Could you confirm if the desktop app has completed syncing and is up to date for all of them?

Also, are they trying to open the files directly from the desktop app or their Finder/File Explorer?

Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Online PDF's won't open on File Explorer

BSkillings1
Explorer | Level 3

Hi Lucil,

 

Yes I can confirm that the sync is up to date for all of them. 

 

They're trying to open files from the File Explorer. After further investigation, they get an error message pop up that says 'access is denied'. Is it possible that the old NTFS permissions that were applied to the files has somehow transferred over when the files were uploaded to Dropbox?

Re: Online PDF's won't open on File Explorer

Daphne
Dropboxer
It could be possible that some incorrect file permissions may be affecting this @BSkillings1.

Can you try these steps and see if that helps at all?

Daphne
Community Moderator @ Dropbox
dropbox.com/support


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