Unable to preview files after refreshing them on ipad

[mumjo]

After refreshing an updated file on my ipad I am getting an error report of unable to display this file. This has only started to happen since updating the app two updates ago.I have found that If I swipe the app up to close and then open again it then shows perfectly. Has anyone else had this problem? It is really annoying to have to do more actions to get the required results

[Hannah]

Hey @mumjo, thanks for bringing this to our attention.

Would you mind sending us a screenshot of the error message?

If you open the Dropbox app, tap on "account", then on the gear icon and then on "clear cache", does that help?

Let me know!

[mumjo]

[mumjo]

have cleared cache, makes no difference 

[Hannah]

Thanks for the update and the screenshot here, @mumjo.

If you remove it from being available offline and then make it offline again, does that make any difference?

[mumjo]

Hi Hannah, no still getting the same message

[Hannah]

Hmm, you can also try to uninstall the Dropbox app, restart the device and then reinstall it.

Just keep in mind that if you're on a free Basic account with more than 3 connected devices and you uninstall, you won't be able to sign in to your account again, unless you unlink a device.

[mumjo]

Hi, Hannah, i have already tried this, I will do it again as it was done before emptying the cache, in case it makes a difference. Just to let you know that the app is working perfectly on my Android phone, and Mac it is just on the ipad which is the one I look at the most.

[mumjo]

no luck, still getting the same error message, i tried it without saving them offline after uninstalling and reinstalling the app. 

[Walter]

Hey @mumjo, sorry to jump in, but could you clarify your device's exact OS version and the version of the Dropbox mobile app installed there as well?

Are you getting this error on a specific file or is it affecting all of your files? 

I assume you don't have any issues with previewing those files on the website - right?