Can't open password protected file

[johnblakemore]

One of my files is password protected but when I try to access it via Dropbox.com on my PC I put in my password but it says that it is incorrect. It is not incorrect. I can access the file via my Tablet.

Thank you.

[Hannah]

Sorry to jump in here, @JimL from HB.

Have you tried this from a different browser, or from a private browsing window, to see if you get a different behavior?

[johnblakemore]

Yes, I have tried it in Chrome & Edge but neither browser will accept the correct password of one of my files?

[Jay]

Hi @JimL from HB, @johnblakemore, could you attach a screenshot showing the exact message you're getting when loading the version history for the file on the Dropbox site?

[JimL from HB]

Hi John,

Here are 3 screenshots in succession:

• The way the files are listed under "Version History" (names redacted)
• The prompt for the password
• The response when I enter the correct MS Word file password.

Jim

[johnblakemore]

Are these ok?

John

[Megan]

Hey guys, happy Monday! 

Just jumping in here to ask if this is still happening on your end. If it is, would it be okay for me to reach out via email, so we can have a closer look at this? 

Keep me posted.

[johnblakemore]

Hi

Yes it is still happening.

[email removed as per Community Guidelines]

Thanks.

[Megan]

Hi @johnblakemore!

I just sent you an email. I'd be happy to see you there. 

Cheers! 

[sz999]

I am having this exact same problem, and getting exactly the same error message as the original poster. The file opens from my DB app on my phone, but says password wrong, when I try to open online through any browser. The end of the conversation with previous user was via email, so I can’t see what the solution was. Thank you!

[Walter]

Hi @sz999, sorry to hear you're having issues with this.

Can you please send us a screenshot of the exact error you're getting, omitting any personal information if possible?

Have you cleared your browser's and the app's cache at all lately?

Were you ever able to open the file normally?