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sellenwright's avatar
sellenwright
Helpful | Level 6
6 years ago
Solved

Why can't I open Microsoft files on my mobile device?

I updated my iPad Pro & now I can't open Dropbox files in Microsoft apps. I can see Dropbox, and I can open in other apps (Adobe, for instance), but Word, Excel, etc. tell me that the server is gone or the files are no longer on the server. But they are where they belong, and I can open them on other devices.

Mobile
Setting up the apps
Third Party Integrations
  • Walter's avatar
    Walter
    6 years ago

    Hey fellas - apologies for any inconvenience this might have caused so far and thank you for alerting us to this.

    Our engineers are already aware of the problem and are investigating.  

    I'll make sure to circle back here to let you know more as soon as I have an update to share. 

    For the affected users noticing these errors when trying to access their Microsoft files (Excel, Word, PowerPoint) I'd suggest that you logged a ticket with our team so we can look into this and help further with all of our tools at our disposal. 

    Thank you all for your diligence and have a great rest of your day.

  • Jane's avatar
    Jane
    6 years ago
    Hello to all! 
     
    We appreciate your patience so far & we have good news to share as this is now resolved so there should be no further issues. Please try again and you should find that this functionality works correctly.
     
    If there is anyone still facing a discrepancy, please do let me know here & I’ll touch base with you asap. I'm also working on updating all the tickets you've submitted, so you can expect a reply soon.
     
    Thanks again to everyone for your reports & sticking with us on this discussion! 
  • Farrier's avatar
    Farrier
    Explorer | Level 3
    6 years ago

    I was added to a group DropBox with premission from the admin to update Excel files. These files are to be shared by the group, some are view only. When I make my changes in Excel on my machine they are not showing up on anyone elses files. I do not even see them from the app on my phone. I have tried to "save" as well as to "save as". neither are working.

  • Sidjai's avatar
    Sidjai
    New member | Level 2
    6 years ago

    Hello, I'm using drop box for my personal files. This morning, I opened my file "Perso Todo.docx" from my mobile phone, without pb. But when I tried to updated it , I got the message "Office does not find perso todo.docx. This file was probably moved, renamed, or deleted". I have the same kind of message for all other files in my folder. I can update them from my PC, see them from my mobile, but can't update them anymore from my mobile. I did not do anything special during the night ;-). Thanks in advance and regards. [ ]

     

  • sellenwright's avatar
    sellenwright
    Helpful | Level 6
    6 years ago

    Bravo to Walter and your crew! I suspect this has been pretty stressful 24 hours. 

    • Rich's avatar
      Rich
      Icon for Super User II rankSuper User II
      6 years ago

      I did some testing this morning. I hadn't yet updated to the latest iOS version, and Dropbox and Office were still working just fine. I updated to iOS 12.1.4 and started having the same issues listed in this thread; I wasn't able to open Office files from Dropbox and when I disconnected Dropbox from Office, I wasn't able to re-connect it.

      I then upgraded my device to iOS 12.2 Beta and was able to relink Dropbox and Office and open files without issue just as before.

      • Jane's avatar
        Jane
        Icon for Dropbox Staff rankDropbox Staff
        6 years ago
        Hello to all! 
         
        We appreciate your patience so far & we have good news to share as this is now resolved so there should be no further issues. Please try again and you should find that this functionality works correctly.
         
        If there is anyone still facing a discrepancy, please do let me know here & I’ll touch base with you asap. I'm also working on updating all the tickets you've submitted, so you can expect a reply soon.
         
        Thanks again to everyone for your reports & sticking with us on this discussion! 

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