Having an issue opening PDFs and editing docx on Desktop App

[GabbyE]

Hi there,

My colleague has having issues with the Dropbox Desktop app.

Whenever she tries to open PDFs or edit docx an error comes up indicating that the directory cannot be opened. Unfortunately, the directory it is referring to comes up blank, so it's not really clear which directory is even in question.

Attaching some screenshots of this in action for help.

[Jay]

Hi @GabbyE, thanks for bringing this to our attention.

This appears to be an error in Explorer not being able to detect the directory and the file within. If you quit the Dropbox desktop application, does the issue persist?

What if you copy and paste the file to another location entirely, does it open from there?

This will help me to assist further!

[GabbyE]

Hey Jay,

Those two things I did initially and neither of them solved the issue.

[Jay]

It doesn't sound like the issue is related to Dropbox then, if the file can't be opened even outside the Dropbox folder. Have you contacted Microsoft regarding this error message?

[GabbyE]

Sorry, I thought you meant by going to the directory directly as these were pulled from search. I didn't realize when I replied you couldn't see that in the photos I attached.

It's not the file. If you make a copy of the file to the Desktop or other directory it opens fine. It's only pulling it from the Dropbox app that this error occurs.

It's almost as if the directory it's trying to cache it to open it with isn't able to be written by Dropbox.

I looked through the settings and did not see any setting to change this.

I did try to uninstall Dropbox but the issue persisted. I did not try an advanced uninstall though (deleting registry keys). I am planning on trying that tomorrow but any assistance you can provide is greatly appreciated.

[Jay]

Does the file have a green icon on it to show that it has synced and is local on the machine?

[GabbyE]

Yes

[Megan]

Hi @GabbyE, can you please let us know your computer's exact OS version and the version and status of the desktop app as shown in your system tray?

If you move the affected files inside your Dropbox folder on a different path, do they open? 

[GabbyE]

Megan, yes they do. 

It's running Windows 10.

Where can I find the version info for the Dropbox?

[Megan]

If you locate your little Dropbox icon on your task bar, next to your WiFi and hover your mouse there, that should give you the version, Gabby. 

You also mentioned that the files preview when you move them inside your Dropbox, on a different path. Is it possible that the file path is too long? Feel free to take a look here.