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Shared file not opening for some members

Shared file not opening for some members

LadyyPaige
Explorer | Level 3

At work we have a file shared amongst 15 people and some cannot open it. It is an excel file created from a template on a Mac. No one (android and apple users) can open it in their dropbox phone app. It seems like the only successful way to open it on any tech device is through Google Chrome. Is there a way to fix or change this so that anyone can open it in their default browsers?

5 Replies 5

Re: Shared file not opening for some members

Jay
Dropboxer
Hi @LadyyPaige, thanks for messaging today!

How was the file shared to the users?

Was it via a shared link, or directly to their Dropbox accounts as a file or in a shared folder?

What error are they getting when opening it in the mobile app?

Any other info or screenshots would be helpful!

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Shared file not opening for some members

LadyyPaige
Explorer | Level 3

It is a file in a shared folder. There is no error message from what I know, just a spinning loading circle that never ends. The only person out of 3 I personally tested that could open the file in their dropbox app is a google phone user. I can open it on my iPhone in the Google Chrome app, but not in Safari and not in the dropbox app.

Re: Shared file not opening for some members

Jay
Dropboxer
Is it only this Excel file that you're experiencing issues with? If you create a new Excel file via the Dropbox site, does it load normally to check that Excel files work?

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Shared file not opening for some members

LadyyPaige
Explorer | Level 3

Yes, it's the only one. It's also the only one we've used a template for.

Re: Shared file not opening for some members

Jay
Dropboxer
It's possible there's an issue with the file or template itself, which is preventing it from loading correctly on that browser and the mobile app.

If the file contains macros or other coding, then it might not preview correctly, if at all.

Jay
Community Moderator @ Dropbox
dropbox.com/support


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    LadyyPaige Explorer | Level 3
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