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iOS Dropbox app won’t acknowledge Microsoft Word app

iOS Dropbox app won’t acknowledge Microsoft Word app

LRBH
Explorer | Level 4

I’m on Dropbox version 274.2 and Microsoft Word version 2.60. Today I started having an issue where trying to open a Word doc in my Dropbox app prompts me to install Word, despite the app being installed and up to date. If I tap through, Dropbox then sits waiting for Word to download, and never opens the document. 
58E7F58B-F3E9-4ADD-8A7D-830E46D09A57.jpeg

56 Replies 56

Jelen
Helpful | Level 5

I have the same :confused_face: 
I've try everything and nothing

Nancy
Dropbox Staff

Hi everyone, hope you’re all doing well! 

 

Just to make sure we’re all on the same page, can you please try using the unified app that @Elixir mentions here, and let me know what happens? 

 

Otherwise, feel free to send any relevant info, like the exact OS that you’re using and the app version of your Dropbox app, and we'll take it from there.

 

Thanks.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Hannah
Dropbox Staff

Hey @Gazlaz, @zoltan and @Jelen, thanks for bringing this to our attention.

 

Are you having this issue only when opening files saved to your Dropbox? How about other MS Office files saved in other places on your device?

 

If it's just Dropbox, can you try to clear out the Dropbox app's cache, from the option in the app's settings, to see if that helps?

 

Keep us posted!


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Gazlaz
Explorer | Level 4
Thanks for the reply.

It’s just when opening from Dropbox. I’ve cleared the cashe and still the same issue.

Jenniferchristie
Helpful | Level 5
It has now reverted for me too. The reinstall only fixed it temporarily. I’ve emailed Support. As you say, it looks like it will need to be fixed from the top.
.

Megan
Dropbox Staff

Hi @allenng, happy to see that your troubleshooting managed to resolve this! 

 

Also, @mduck314, can I ask the version of the OS and Dropbox app that you have installed to your device? Feel free to also send me a screenshot of the error message you see on your end when trying to preview the files. 

 

Thanks a bunch! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Jelen
Helpful | Level 5
After clear cash still the same.
I've check on one drive and saved files and everything works fine, problem is only with Dropbox.
it starts probably with ios 15.4.1

Thanks

Zoltan
Helpful | Level 5

I have done as Azlaz mentioned - same result. Still doesnt work

Megan
Dropbox Staff

Hey all, I hope you're doing well!

 

Can you clarify the version of the OS that you have installed, along with the version of the Dropbox app, please? 

 

Keep me posted, and we'll take it from there. 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Zoltan
Helpful | Level 5

iPad OS 15.4.1 and Dropbox Version 276.2

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    LRBH Explorer | Level 4
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    Walter Dropbox Staff
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    Zoltan Helpful | Level 5
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    Jelen Helpful | Level 5
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