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justin-techsupport's avatar
justin-techsupport
Helpful | Level 6
3 years ago
Solved

Google Documents Opened In Dropbox Are Crashing Chrome

I provide support for some end users, recently I have received reports from a few of my users that they are having trouble opening google document files in dropbox. The specific symptoms are as follo...
Apple
dropbox business
Error Messages
Google
Third Party Integrations
Web
  • justin-techsupport's avatar
    justin-techsupport
    3 years ago

    Incase anybody stumbles across this topic in the future, I have found the cause of the issue.

     

    After extensive testing we determined that the the issue is caused by a combination of Google SSO, the Grammarly desktop application, and potentially the Grammarly web extension. The steps to reproduce the issue are as follows:

     

    - On an unaffected macbook, open Google Chrome and sign into Dropbox through Google SSO
    - Open a .gdoc file and confirm it's loading as intended
    - Run Grammarly desktop and sign in through Google SSO
    - From the Grammarly desktop, trigger Grammarly to open a new doc in the browser
    - Attempt to load any .gdoc file, including reloading one that was already open and functioning
     
    This will break Chrome's ability to load any .gdoc files moving forward and any attempts to do so freeze the browser completely, requiring it to be force quit.
     
    Quitting the Grammarly desktop application immediately resolves the issue and .gdoc files load normally in Dropbox again. As of typing this, Grammarly support is looking into the issue and has advised to disable disable Grammarly desktop's integration with either Dropbox.com or Google Chrome entirely. The web extension still functions once the desktop app has been disabled/quit.
Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
3 years ago

Since there could be account-specific issues preventing them from accessing their files while logged in using Google SSO, I'd recommend having them contact the support team directly using this link, while signed into their account, for the team to investigate the matter further.

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