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Can't open select Google docs or sheets

Can't open select Google docs or sheets

sustainingfarmers
Helpful | Level 7
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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!

 

Dropbox Google Doc Error Message.1.10.22.png 

28 Replies 28

PatriciaBB
Helpful | Level 5
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Yes, I am also experiencing the "freeze", very frustrating.

sustainingfarmers
Helpful | Level 7
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@PatriciaBB Thanks for letting me know that's an issue you've been experiencing, too, so I know it's not just an issue on my end.

sustainingfarmers
Helpful | Level 7
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@Walter I have tried clearing my browser's cache and that doesn't make a difference. I haven't had time to test another browser yet while working in Google docs, but I'll try today or tomorrow. I typically prefer to work in Google Chrome, which is where I'm experiencing the freezing problem now. 

 

It would be great if you could reach out via email to have a further look. It sounds like others are experiencing the same issue, so I'm guessing it's not just an issue on my end, though.

Walter
Dropbox Staff
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Hey @PatriciaBB & @sustainingfarmers - thanks for your updates.

If the freezing issue persists, could I reach out via email to have a further look internally? 

Walter
Community Moderator @ Dropbox
dropbox.com/support


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sustainingfarmers
Helpful | Level 7
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@Walter It would be great if you'd reach out via email. What's the best way to facilitate that?

 

I'm experiencing the freezing issue again now. 

Walter
Dropbox Staff
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No worries @sustainingfarmers - you've got :envelope:

Whenever you get the chance, please have a look at your inbox and we'll take it from there. 

Walter
Community Moderator @ Dropbox
dropbox.com/support


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dedectivmonk
New member | Level 2
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Please i need help i have sent some files from dropbox to my teacher but dropbox have deleted them.My teacher cant open them and when i try i cant open them either...i rly need your help immidietly

Jay
Dropbox Staff
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Hi @dedectivmonk, is this related to Google docs, or some other feature, such as a file request link?

Jay
Community Moderator @ Dropbox
dropbox.com/support


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terez
New member | Level 2
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This is NOT fixed. I am still having issues.

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    terez New member | Level 2
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    Jay Dropbox Staff
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    dedectivmonk New member | Level 2
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    Walter Dropbox Staff
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    sustainingfarmers Helpful | Level 7
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