Opening PDF files on Dropbox for Business

[terry-williams]

I have multiple users with the same issue.  Trying to oepn PDF files on a shared Dropbox folder getting the message  "  There was an error opening this document.  The file cannot be access by the system "   The app used to open the file is Adobe Reader DC.  You can download the file to your desktop but do not get the errror.  It does not occur on each file.   Doesnt appear to be a rhyme or reason to it.   Dropbox is linked with Adobe on each machine also.   Each Acrobat install is  up to date . 

Posting this question to an Adobe forum as well.  

Any assistance is appreciated.   

[Jane]

Hey @terry-williams, I appreciate the detailed message & I’d happily take it from where you’ve left off on your end!

Now Terry, it seems that you haven’t been able to recognize a pattern while trying to troubleshoot that, so I’d like to go through some initial checks first before devising a plan. So, let’s get started!

Spoiler

#1. For starters, please make sure that you haven’t missed our latest desktop app update that was released just two days ago (73.4.118) & you’ve made all OS updates across machines (i.e. that’s since you mentioned that you’re seeing that in multiple user accounts). From there, are you working on a  Dropbox Business team incidentally Terry?

#2. If you pass these initial checks, you can quickly try unlinking & relinking your account on your desktop once, as it recreates the local database. Can you give it a go once & see if it remedies this discrepancy?

#3. If this quick fix doesn’t amend this behavior, then could you please try quitting the Dropbox application by clicking the Dropbox icon in your system tray & then clicking on the icon in the Notifications panel & selecting "Quit Dropbox"? You can then reboot the device that's causing you trouble & relaunch our app anew.

#4. If you don’t see any progress, I’d appreciate a screenshot (omitting personal info) of the error message, as it would point us towards the best next steps; please include it in your next message if possible.  

Thanks for taking the time to try my suggestions & clarify matters for me; I'll be awaiting your next update!