Can't open select Google docs or sheets

[sustainingfarmers]

Hello,

I've been using Dropbox Business integrated with Google Workspaces for over a year. While the integration between Google and Dropbox can be glitchy, my team appreciates the ability to store Google Docs & Sheets in Dropbox with the rest of our files and work on them simultaneously.

Last week, we lost access to several files, receiving the error message below when trying to open select Google Docs & Sheets. I cannot restore these files to a previous version or download them -- they seem to be gone entirely/inaccessible. I called Dropbox help, and they were unable to resolve the issue, citing it as a problem with the third-party app (Google). 

It's clearly an issue with the integration between the two parties, so I'm frustrated that Dropbox can't help any further. 

I've tried clearing cookies & cache, signing out of Dropbox & Google accounts, and restarting my computer, but this did not help.

Any ideas about how to retrieve these files, what the issue could be, or how to best access someone at Google who will understand how these files integrate with Dropbox to be able to troubleshoot successfully?

I'd appreciate any help, thanks!

 

[ablunck]

Our team has been experiencing the same issues. We have multiple Google Docs that we have already been working in. Some of those Docs are now displaying the same error message. Following to receive updates. 

[Walter]

Hi there @sustainingfarmers & @ablunck - thanks for your reports and sorry to hear you're having issues with this. 

If you find that this happens to other browsers as well and on multiple files, you could try disconnecting the integration from your account's Connected Apps tab and re-connecting it anew from the App Center.

Keep us posted!

[sustainingfarmers]

Hi Walter,

Thanks for your input. I can confirm that the issue persists in other browsers (Chrome & Safari). 

I am hesitant to disconnect and reconnect the Google integration. Can you guarantee that this will not create any problems with all of the Google files saved in our Dropbox account?

Also, after additional urging, Dropbox support is now investigating the issue further to try to solve it on the backend. If I receive any more information, I'll share it here for others experiencing the same problem.

Maggie

[jonathang08]

Guys,

I am unable to access my document and the message I am getting is the following:

Google Docs encountered an error. Please try reloading this page, or coming back to it in a few minutes.

To learn more about the Google Docs editors, please visit our help center.

We're sorry for the inconvenience.
- The Google Docs Team

Any thoughts?

[Walter]

Thanks for your update, Maggie.

Instead of disconnecting the integration, you could try copying the file and then try to preview the copy.

Let me know if this helped @sustainingfarmers

[CW11]

I am having this same issue. I can't open several Google Sheets, but others open with no issue. I've cleared cache, app data and tried on both incognito window and an alternate browser. I also tried turning off all browser extension, no luck. 

Please advise, these are important docs!

[Walter]

Hi @CW11 - sorry to hear you're also having issues with this.

Did you have the chance to try my suggestion, namely copying the file that's giving you the error and try to open the copy?

Also, would it be OK if I reach out via email to have a further look internally? 

[sustainingfarmers]

I tried making a copy of one of the broken files and then opening it in Preview. 

No luck. I still receive the same error message. 

[CW11]

Copying seems to have worked! I don't know how I missed that part of your advice. Thanks