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Forum Discussion
Dropbox keeps asking me to install Word even though it’s already installed.
All of a sudden Dropbox tells me to install Word when I try to open my Word document in Dropbox for iPad. I already have Word installed! The only options I have are to tap “Install” (which takes me t...
Hi all, I just wanted to mention that we heard back from the team and this should be resolved now.
Let us know if anyone is still having issues with this!
I had tried rebooting the tablet and clearing cache, neither of which worked. However, after signing out and signing back in the problem seems to have resolved. Thanks for the help!
Well unfortunately that solution is short-lived. Yes, signing out and signing it fixes the problem but it just happens again a couple days later. It’s now happened 3 more times since I posted this last message. Can someone help me find a permanent fix?
- Megan
Dropbox Staff
Hi ben_galaxy, could you let me know the OS of your iPad, along with the Dropbox version that you have installed there?
I’m having this problem. It is impossible to open a Word document stored on Dropbox because Dropbox thinks I need to install Word on my iPad. Word is, and has always been installed.
I’m worried about rebooting Dropbox in case I lose files.
Not entirely resolved for me either...iOS on iPad is backlevel 15.1. I don't see how to clear the cache but I did power off and back on several times. I also had clicked on something to protect a file which I thought would make it such that I had to enter a password to see that file on a mobile device but it didn't do that, instead it locked the file on my mobile devices. I also couldn't figure out how to un-do that, so I copied the contents of the file, pasted it into a new file, and deleted the old one. As you've gathered by now, I need training / more dropbox skills but I'm a huge fan and will figure it out. (P.S. I have Dropbox Plus)
I am having the same problem, I'm running IOS16 how about you?
I've also noticed that microsoft is playing so well with dropbox on my laptop either. I'm wondering if Microsoft has done an update that has complicated things.
- Megan
Hi ben_galaxy & J_nelly_5!
Could you send me a few screenshots with the message you receive from Dropbox, when you try to open your files?
Hi Megan,
Sure thing, here ya go:
iPad OS version: 16.3.1
Dropbox iPad app version: 320.3.2
I'll post a screenshot the next time it happens.
Thank you!
- Jay
Hi ben_galaxy, aside from the official Word app, or do you also have the Microsoft 365 app installed, which is a separate app on its own?
Hi Megan,
Here are some screenshots as you requested. I uninstalled the Dropbox app completely and reinstalled it. As before it worked as expected for awhile (2-3 days/10-12 openings of my document) and then reverted back to asking me to install Word. Here are the screens that pop up.
Thanks for the assistance!
Initial prompt:
Tapping 'Install' opens App Store where you can see Word is already installed:
Tapping 'Done' closes App Store and displays this page. The blue square just keeps spinning, never "completes":
P.S. I removed the "Accepted as Solution" mark from the earlier post, since it turned out to only be temporary.
- Walter
Hi all, I just wanted to mention that we heard back from the team and this should be resolved now.
Let us know if anyone is still having issues with this!
