Cannot open certain files using the app, I get an error from Excel.

[RJ02]

I am having an issue when opening documents vis the "app" or "local" vs. web-based. After downloading the app, all files are accessible, working properly and show on the web-based platform but....after putting computer to sleep or shutting down, the files on the "app" based folders will not display and shows the following: 

I have to uninstall the program and re-install just to be able to work with the documents on the "app" or "local" based, while I have no problems accessing, editing, saving, sharing document on the web-based platform. I access these files throughout the day and really need the "local" access via the web based for efficiency  

Is there a setting I am missing with the laptop I need to address? 

Thanks,

[Megan]

Hi there, @RJ02, I hope you're doing well!

Does this happen with Excel documents specifically, or different file types too? 

If you try to quit the app, and then open these files, do they preview normally, or do you still get the same error? 

Let me know more, and we'll take it from there!

[RJ02]

Thanks for getting back to me Megan!

It is very inconsistent on which type of docs I can or cannot open. As you see in my snippet it was only showing the Excel Docs but different folders may have all docs with no access. Another thing I noticed is your don't see the green or blue "status" circles you normally see when everything is working correctly. Plus when I am having issues, When I right click on the icon I don't see the option to "view on Dropbox.com" 

As you can see now after updating the program today, I can access all folders and they have the status symbol on each folder and everything is working fine.

[Megan]

Hi @RJ02, yes, your screenshot shows all of our syncing icons at the moment. 

It could be something simple, like the app not running, or not being up-to-date.

I'm guessing based on everything that you said, that everything is back on track now? 

[RJ02]

Megan, it will work for the rest of the day as long as I have the computer open. I'll follow up tomorrow after shutting down and restarting in the morning. 

[Megan]

Sure thing, @RJ02!

I'll be waiting for your update!

[RJ02]

Megan, 

Good Morning! So, as you can see when I start my computer this morning. I have lost "some" the connectivity to Dropbox and there is no status indicators on the files nor is there the Dropbox Icon in the menu when I right click to go to Dropbox web based. I can still access some of the documents as you can see but not all, no matter if they are word or excel. And on thing to note...I can access everything if I access through the web base or on-line, just not through the "app" or local. 

Screen shot from "App" or local:

Screen shot from web-based:

This is the latest version I was able to download from Dropbox.com:

What will fix this for the day is...I have to update to the latest version in order for it to work properly. But I have to do this every morning or just use the web-based location. 

Curious to see what the issue is. I have a feeling it is something with a setting in the laptop or maybe a version I am running on the laptop? FYI. The laptop is running Windows 11 - Home.

[Rich]

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@RJ02 wrote:

Curious to see what the issue is. I have a feeling it is something with a setting in the laptop or maybe a version I am running on the laptop?

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In one of your screenshots with the Dropbox status icons missing you can see that some of the files have a brown box status icon on it. This isn't a Dropbox icon. It's part of Windows/OneDrive.

Could OneDrive be interfering with Dropbox? That's pretty common if both services are trying to sync the same files.

[RJ02]

Rich, 

that's a good question. But as I look into my One drive I am not logged in and never use it. should I just delete the app? 

[Rich]

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@RJ02 wrote:

But as I look into my One drive I am not logged in and never use it. should I just delete the app? 

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Well, the brown box icon in OneDrive usually indicates an on-demand file, one that isn't actually stored on your local drive and can only be accessed while signed in, so that could be part of the issue.

As for deleting OneDrive, that's not something I can (or will) answer. All I can say is that there are plenty of posts on the these forums from people experiencing issues with sync icons and other Dropbox functionality as a result of OneDrive interfering.