cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
Want to learn some quick and useful tips to make your day easier? Check out how Calvin uses Replay to get feedback from other teams at Dropbox here.

View, download, and export

Need support with viewing, downloading, and exporting files and folders from your Dropbox account? Find help from the Dropbox Community.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Can't open any files from my Android phone

Can't open any files from my Android phone

jdt34
Explorer | Level 3
Go to solution

I got a new Android phone about three weeks ago. When I accessed my Dropbox files, I was able to open some and not others. Now I am unable to open any files on the phone. Instead, I receive this message: "This file can't be previewed. To open this file, try a computer or another app." They will not download, export, or be made available offline. However, I can open all the same files on my desktop computer with no problems. I also tried connecting to my Android Dropbox to my desktop Dropbox and starred the item to see if that would help. Still no success. Why can't I open the files on my phone? Thank you for your help.

33 Replies 33

Jay
Dropbox Staff
Go to solution
Hi @jdt34, could you try offlining the files first in the mobile app and then try to preview them?

Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

jdt34
Explorer | Level 3
Go to solution
I have tried that, but the download progress never advances from 0.0%, and when the downward-pointing arrow finally appears next to the document name, I am still unable to preview the file.

Jay
Dropbox Staff
Go to solution

It seems like the device itself isn't allowing the Dropbox app to access the internet to download files. 

There is a possibility that a proxy, VPN, firewall, security software, or even ISP/router issues could be restricting traffic to the following Dropbox domains.

I'd recommend checking all of these possibilities, and try connecting to a different WiFi network, or use cellular data, to see if there is any difference.


Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

jdt34
Explorer | Level 3
Go to solution
Thank you! Switching from Wi-Fi to my mobile network did the trick immediately! I will have to investigate the issue with my Wi-Fi to see what is going on.

Ben
Explorer | Level 3
Go to solution
Can't open .txt files created before by my smartphone of Samsung Note 10.

Even updated my dropbox but the problem still exists.
Needed to select account to open the txt files and spent much much time to open.

Megan
Dropbox Staff
Go to solution
Hey @Ben, how are you today?

Do you have an app on your phone that you can use to open them?

Also, do you get any errors when trying to open them, and if so, can you send us a screenshot? 

Keep me posted!

Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

Ben
Explorer | Level 3
Go to solution
I'm using app. Will try to offline mode and see anythings becoming normal. Thx

vinceortega
Explorer | Level 3
Go to solution
I switched to mobile data and i still can't preview a 760mb excel file from an android phone. The same file can be previewed from dropbox in iOS (and computer) so it is not corrupted. I can open other excel files on my android. Any help would be appreciated.

Megan
Dropbox Staff
Go to solution

Hi @vinceortega, happy Monday! 

 

Do you get any specific errors when you try to preview that file? Are you using the mobile app, or accessing Dropbox directly using the browser on your phone?

 

Let me know more! 


Megan
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

vinceortega
Explorer | Level 3
Go to solution
Hi @Megan, it is just a blank screen using the Android mobile app. I haven’t tried the web browser yet. I have deleted and re-installed the app already and got the same behavior.
Need more support?
Who's talking

Top contributors to this post

  • User avatar
    Jay Dropbox Staff
  • User avatar
    Julesa01 Helpful | Level 5
  • User avatar
    vinceortega Explorer | Level 3
What do Dropbox user levels mean?