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Some members of our team are getting an 'Unknown error has occurred'. Can you help?

Explorer | Level 3

We have many remote employees who sign into our dropbox using the app on their devices. There is one massive folder, which in turn contains thousands of small folders (1 for every job the company has ever done). The employees have each been able to access specific folders for years now without a problem. Suddenly 4 or 5 employees are no longer able to access the files. They get this: "unable to open document; an unknown error has occurred." Yet many others are still able to access them. Can someone help?

6 Replies 6
Highlighted

Re: unknown error

Helpful | Level 6
It can be the limit of the devices that are linked to one account. Try to check this side of the problem
Highlighted

Re: unknown error

Dropboxer
Dropboxer

Could you forward a screenshot of the exact error so we can also have a visual @lennyg1960?



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


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Re: unknown error

Explorer | Level 3

Screen Shot 2019-09-18 at 4.00.54 PM.png

Highlighted

Re: unknown error

Dropboxer
Dropboxer

I suppose this is our Android app's interface @lennyg1960 - right? I'm sorry I can't clearly tell by your screenshot.

If that's our mobile app for Android indeed, I'd suggest checking for any pending updates within the device's app store. Our most recent version of the app for mobile devices is 158.2 - are the affected users running this one?

In addition, can the affected members preview these files on our website normally? 

Feel free to include any information you think might help our investigation!



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


Heart Did this post help you? If so, please give it a Like below.
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Re: unknown error

Explorer | Level 3

I have 4 different employees that are experiencing the same problem. I don't know who uses android and who uses IOS, so I have reached out to them with your suggestion of making sure they have  the latest version.

I'll let you know if that solves the issue.

 

Len

Highlighted

Re: unknown error

Dropboxer
Dropboxer

Take your time Len!

Just keep me posted on your findings please. 

Enjoy the rest of your day in the meantime!



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


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