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Cannot attach Dropbox files in Mail in iOS for iPad

Cannot attach Dropbox files in Mail in iOS for iPad

jaychalnick
Helpful | Level 5

Attaching Dropbox files in Mail on iPhone works fine, but trying to attach them on iPad just hangs.

Steps to reproduce:

1. Install Dropbox for iPad

2. Open email on Mail (in iOS on iPad)

3. Tap screen in body of email and select 'Add Document'

4. Select Dropbox under Locations

5. Find and click on file you want to attach

6. FILE DOES NOT DOWNLOAD/ATTACH (it works on iPhone, though)

Several months ago, I read a post that recommended deleting the Dropbox app for iPad and re-installing it. I did that, and it worked for the subsequent attempt, but never again. I've deleted and re-downloaded Dropbox for iPad about 10 times in recent months and each time I was only able to attach the first file. Despite deleting and re-installing it again today, I can no longer even attach one file. (Again, Dropbox attachments in Mail on iPhone work perfectly fine.)

 

11 Replies 11

Re: Cannot attach Dropbox files in Mail in iOS for iPad

Lusil
Dropboxer

Hey there @jaychalnick

I'd be more than happy to look into this with you!

At first, awesome work on the initial troubleshooting - definitely helps to narrow down our investigation. 

Could you also check to see if there's a difference in behavior by clearing the mobile app's cache? Maybe that will do the trick. 

Let me know how it goes!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Cannot attach Dropbox files in Mail in iOS for iPad

jaychalnick
Helpful | Level 5
Hi @Lusil, how does one clear the mobile app’s cache?

Re: Cannot attach Dropbox files in Mail in iOS for iPad

Lusil
Dropboxer

Depending on the OS you have, you can clear the mobile app's cache by:

On iOS:

  • Navigate to the Account tab (for example, it may say ”Personal”).
  • Tap the gear icon in the upper-left corner of the screen.
  • Select “Clear Cache”.

On Android:

  • Tap the menu icon in the upper-left corner of the screen.
  • Select ”Settings”.
  • Select “Clear Cache”.

Once this is done, log out of the mobile app, restart your device and log back in again.

Let me know of any updates, @jaychalnick!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Cannot attach Dropbox files in Mail in iOS for iPad

jaychalnick
Helpful | Level 5

@LusilI I emptied cache (even though I just re-installed the app) and it still does work. The attachment just hangs and won't load. See the bottom right of the attachment.

22C3180A-D7A4-45C2-B056-683AAC60AD4D.png

Re: Cannot attach Dropbox files in Mail in iOS for iPad

Lusil
Dropboxer

Thanks for getting back to me and for the screenshot! Definitely provides a better visual understanding of what you're seeing.

I've removed some information included in your attached image for security and privacy purposes as per our Community Guidelines. 

Moving on to your concern though, could you also let me know if you're experiencing the same behavior if you connect your iPad to a different WiFi network by any chance? 

Thanks in advance, @jaychalnick!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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Re: Cannot attach Dropbox files in Mail in iOS for iPad

jaychalnick
Helpful | Level 5
Hi @Lusil,

Yes, all WiFi networks, as well as AT&T LTE.

Re: Cannot attach Dropbox files in Mail in iOS for iPad

Lusil
Dropboxer

Thanks for confirming that for me, @jaychalnick

I've followed up with a ticket to the email address connected to your Community profile so that we can further investigate this. 

Please check your inbox and we'll take it from there. Cheers!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
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Re: Cannot attach Dropbox files in Mail in iOS for iPad

RiCKFANT
New member | Level 2

What was the resolution here?  I'm having same problem. 

dropbox files can only be attached to an iOS email once, via the files app. On the second attempt in a new email, the file will not attach. 

Re: Cannot attach Dropbox files in Mail in iOS for iPad

Lusil
Dropboxer

Hi @RiCKFANT , thanks for nudging us on this thread. 

 

Have you by any chance tried any of the troubleshooting mentioned so far? 

 

Could you also have a look at our Support page and check to see your options to contacting our team?

 

Let me know of any updates, cheers!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
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    jaychalnick Helpful | Level 5
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    RiCKFANT New member | Level 2
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    Lusil Dropboxer
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