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Cannot Access Files I haven't Accessed Before But Can Access Files I have Accessed Before

andrewwebster New member | Level 2
New member | Level 2

Hello,

The firm I work for uses Dropbox to store our case files. I have had no trouble accessing files to this point. 

Today, suddenly, I am no longer able to access files that I have not previously accessed. But I can access any file that I have accessed in the past. 

This is only true of the desktop app. I can access files via the web app.

An example: Let's say I opened a Word document yesterday or last month. I am still able to gain access to that file. However, if I try to open a Word document that I have not opened previously, I cannot open it.

1 Accepted Solution

Accepted Solutions

Re: Cannot Access Files I haven't Accessed Before But Can Access Files I have Accessed Before

scourtney
Helpful | Level 6
8 Replies 8

Re: Cannot Access Files I haven't Accessed Before But Can Access Files I have Accessed Before

Dropboxer
Dropboxer
Hi Andrew, what error message are you specifically getting?
 
Could you attach a screenshot of it for us to assist further? Thanks!

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


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Re: Cannot Access Files I haven't Accessed Before But Can Access Files I have Accessed Before

austinjonescorp New member | Level 2
New member | Level 2

An employee at my firm has the same issue after this morning's Windows 10 update.  We use Smart Sync.  Unlinking, uninstalling, and reinstalling the Dropbox desktop app did not solve the problem, even after deletion of all "synced" files.  Here is an example error message (file name removed):

"Excel cannot open th efile "******.xlsx" because the file format  or file extension is not valid.  Verify that the file has not been corrupted and that the file extension matches the format of the file."

Re: Cannot Access Files I haven't Accessed Before But Can Access Files I have Accessed Before

andrewwebster New member | Level 2
New member | Level 2

I get the message that the commenter above gets for Excel. I get a different message for each type of application (Adobe and Word are the only ones I know for sure, because these are the three primary types of files that work with). 

Adobe: "There was an error opening this document. The file cannot be accessed by the system."

Word: "Word was unable to read this document. It may be corrupt. Try one or more of the following: *Open and repair the file. *Open the file with the Text Recovery converter."

Re: Cannot Access Files I haven't Accessed Before But Can Access Files I have Accessed Before

scourtney
Helpful | Level 6

Re: Cannot Access Files I haven't Accessed Before But Can Access Files I have Accessed Before

eecummings New member | Level 2
New member | Level 2

I am having the same issue. I can't open any type of file (Office, photos, video) from the Dropbox app. I get a different error message with each, as well, including some related to firewall and some related to the files being corrupted.  Desperate for help!

Re: Cannot Access Files I haven't Accessed Before But Can Access Files I have Accessed Before

arod New member | Level 2
New member | Level 2

I am having the same issue in my company

 

Re: Cannot Access Files I haven't Accessed Before But Can Access Files I have Accessed Before

mjain New member | Level 2
New member | Level 2

I am having the same issue as well . 

Re: Cannot Access Files I haven't Accessed Before But Can Access Files I have Accessed Before

andrewwebster New member | Level 2
New member | Level 2

That thread is much more detailed and it says they're opening an investigation. I'd follow that thread for updates.

 

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