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Forum Discussion
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.
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.
Unable to open any of my excel files on dropbox. I last worked on them yesterday afternoon without a problem but this morning I cannot open any of them due to
“unsupported server” error. Please help!I have the same problem. Since I updated to IOS 12.1.4 on 2-13-19, I can no longer open any Excel or Word files in order to edit them. This is the same problem on my iPad and my iPhone.
Same problem, looks like it concern devises on iOS
It's working on my Mac
What version excel are you using?
I’m using office 365 and am having exactly the same issue on an iPad Pro, I have deleted the app and reloaded it along with rebooting the iPad and deleting and replacing Dropbox.
I've got it too Office 365 - but on android app
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. [ ]
Bravo to Walter and your crew! I suspect this has been pretty stressful 24 hours.
- Rich
Super User II
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
Dropbox Staff
In my outlook I try to add an file from Dropbox. For some documents I try to insert I get an error.
I open the mail in Outlook (Ipad IOS)
I pinpoint my finger in the mail
Insert new document
Browse through Dropbox
--- Most of the documents I can insert, some of them are pending a long time ending with the message --> No communication possible with a helperapp. (translated from Dutch Geen communicatie mogelijke met een helperapp.)
Thanks for support and suggestions
- Walter
Hey there HarmenJan - sorry to hear that!
Could you send me a screenshot of the exact error you get so I can have a better understanding of the matter at hand?
In the meantime, can you see if you're using the most updated versions of your email app (Outlook), our mobile app's as well and perhaps your iPad's OS?
Also, is this mail app (Outlook) connected to your Dropbox account? Do you see it under the "Connected Apps" on your account's Security page?
Let me know what you find and we'll take it from there Harmen!
seems to be the latest update is causing grief! my ipad started showing a network error when i was in dropbox and tried to edit a word or excel file. error is: http://prntscr.com/ml3csw
tried it on my iphone and got this error: http://prntscr.com/ml3f0c
Not just me, but another guy i know was trying to edit his excel file in dropbox on his ipad and came to ask me for help and was getting the same error.
i thought it may have been a sync issue so i logged off dropbox via excel (on ipad) and now when i try to login/connect to my dropbox account again i get the same network error and cant connect them.
if i click on a file in excel that i accessed before that is stored in ropbox it says teh file doesnt exist or has been moved (when i definitely knowits there)
I tried different devices and different networks and same things is happening across the board
My ipad doesnt have cellular, is their another fix?
Same issue here, but occurred just before updating to the most recent versions of Dropbox and Word. Updated to hopefully fix the problem. My iPad is older and no longer supported by iOS updates, so I have to wonder if that's the reason.
I guess your chance is that your iPad do not support the most recent Office updates...
On mine, I reinstalled the previous versions of Excel, Word and PowerPoint (thanks to iTunes 12.6.4 and my TimeMachine to restore the old ipa files) and regain access to my Dropbox files.
I have opened my Dropbox today and can see all files. When trying to open them in MS to work on themthe error message says they are stored on an unsupported server? They were working perfectly yesterday., what do I do?
Hi!
Same situation for me today. On my iPad I have lastest versions on Office applications and IOS version 12.1.4. Yesterday everything was fine.
Reagrds,
Jussi
My Dropbox has stopped working on any Apple device. It just spins and closes. In my word it leaves a message after not opening it. ‘Sorry, docx is stored in an unsupported server location.” Can anyone help?
