Dropbox on Android suddenly unable to open protected Word document

[eastpaw]

Hello. I've had the same password protected Word doc in my dropbox for years now.

On the same Android device I've been using for years as well, I am suddenly unable to open that file. When I try, I get a "File type not supported" error.

1. There is no "open with" option. There used to be one.
2. I have tried reinstalling, wiping cache and data, etc - Dropbox app as well as Office and Word apps.
3. I have tried unlinking and linking Office and Word to Dropbox. On my device as well as on the web.
4. I have tried saving the file to device.

There is nothing wrong with the file.

1. I can open it just fine from Dropbox PC.
2. I can also open it on my phone from the Word app.

When I try to open a non-protected Word doc, I get a preview. And only then does an "open with" option appear.

Solutions desired:

1. Setting Dropbox Android to open Word docs in the Word app by default rather than trying to give me a preview.
2. Also, reinstatement of the "open with" option outside of doc preview. (This has completely disappeared for all my Dropbox files, not just this one.)

[Franco52]

If I try to access a write-protected word document in Dropbox web, the system says the password is incorrect (and it's not true). If I log in from the app no problem, apart from the one, reported a few days ago, for which a password-protected word document is not even opened in Android app: https://www.dropboxforum.com/t5/Integrations/Dropbox-on-Android-suddenly-unable-to-open-protected-Wo... ).

Thanks

[Hannah]

Hey @Franco52, thanks for bringing this to our attention.

Are you having this issue only with MS Office files or other types of password protected files as well?

Have you tried through a different browser or a private browsing window, to see if that helps?

Let me know what you find.

[Megan]

Hey @eastpaw, thanks for posting here! 

Which Dropbox version do you use on your mobile? Have you taken a look into this Help Center article, that explains how you can set your Office app as the default app for opening files?

As for your "open with" request, is it still missing from all of your files? Can you send me some screenshots, in order for me to have visual too?

Keep me posted!

[Franco52]

Thank you. I tried to log in with Firefox or Chrome, but it is the same thing. I tried with a protected .pdf document, and there is no problem!

Best regards.

[jereunderwood]

I am having exactly the same problem, Like Megan, I have been able to do this in the past for years.

[jereunderwood]

I meant to say I am having the same problem as Eastpaw. I must find a solution for this problem or I will have to stop using Dropbox as I depend on it to house many Microsoft Word encrypted files.

[Walter]

Hey @jereunderwood, sorry to hear about this.

Could you please let us know the exact OS version of your device and the version of the Dropbox mobile app installed there too?

If you could also send us a screenshot of the exact error you're getting, I'd appreciate it. 

Thanks!

[eastpaw]

Hi, Megan, thanks for replying.

My Dropbox version is 304.2.4.

This Help Center article (set Office app as default) - yes I already did read this before posting, but it was of no help. The Word app does not show in the dropdown list. 

"Open with" missing screenshots:

Here are some files in my Dropbox.

When I tap one of the kebab buttons, I get only these options:

If I long-press the item instead, it gets selected. And the selection kebab gives me only these.

If I open the file in preview mode by directly tapping the file, then an "open with" button becomes available (on the preview screen).

This is unhelpful here because the protected Word doc I am trying to open doesn't open in preview, and the error window does not have an "open with" button.

[Megan]

Hey @eastpaw, amazing job on the added info!

These screenshots describe the situation on your mobile. You also mentioned you're having a problem with the website too, right?

What do you see when you try to open the files there?