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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.
Jay
Community Moderator @ Dropbox
dropbox.com/support
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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
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Megan
Community Moderator @ Dropbox
dropbox.com/support
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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
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Hi there!
If you need more help you can view your support options (expected response time for a ticket is 24 hours), or contact us on X or Facebook.
For more info on available support options for your Dropbox plan, see this article.
If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!