Dropbox on Android suddenly unable to open protected Word document

[eastpaw]

Hi, @Megan ,

I only use Dropbox through its Android and Windows apps.

If I mentioned website earlier, that must have been in reference to attempts to fix the Android problems through changing settings. As described in that help article we've both referred to, for instance.

[RetiredEE]

Dropbox mobile Android APP version 304.2.4 now fails to open protected word doc files. Default app is set to word. 

Unprotected doc file opens without issue, but the same password protected file fails to opens with error: "File Type no supported". 

The desktop version 161.4.4923 works correctly.

[Walter]

Hey there @RetiredEE, thanks for the report!

Could you send us a screenshot of the exact error you're getting so that we can have a visual too?
 

Also. what is your device's exact OS version?

[RetiredEE]

Thanks Walter for reply. Hope this helps to solve the problem..
Here is the Dropbox error display when failing to open a protected doc..

https://www.dropbox.com/s/eyqttqcfypm7kdt/Screenshot_20221115-194851_Dropbox.jpg?raw=1

My OS is Android version 13

[RetiredEE]

Sorry Walter my fat fingers typed wrong OS. I have Android V 12 not 13

[jereunderwood · Accepted solution]

After struggling to figure out what I would do since Dropbox was now saying that one of my very essential files could no longer be opened on my Android phone because this Word document was encrypted in Microsoft Word, I accidentally discovered that the problem can easily be solved if you simply ignore the message "File type not supported" and click on the vertical three-dot-menu at the top right of the screen and then select "Open with..." Then choose Word to open the document and all is exactly as it used to be. The message "File type not supported" should definitely be changed to avoid this confusions.  

[Hannah]

Hey @jereunderwood, we appreciate your feedback here.

And thanks for sharing this, it's really helpful.

[eastpaw]

So it was a bad UI problem all this while.

The kebab menu on the "file type not supported" screen visually appears to have only 3 options because of a poorly placed horizontal line. But it's actually possible to scroll down to reveal more options.

Be assured I am face-palming repeatedly right now.

Thank you, @jereunderwood , for finding the solution.

[jereunderwood]

Exactly right, Eastpaw!

[RetiredEE]

Love your ability to insert the screens-shots. Could you share how you add them. I can only add a link - your method is so much cleaner. Thanks