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darylkooi's avatar
darylkooi
Explorer | Level 3
6 years ago

Unable to open ANYTHING on dropbox

Hi, my company has recently shifted all our files over to dropbox. Now whenever I try to access a file via my comp, I get the error message "Excel cannot open the file because the file format or file...
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  • Walter's avatar
    Walter
    6 years ago

    I've just sent you an email so we can work on this together darylkooi - take a look at your inbox for my message (ticket ID: 8789801 ) and we'll take it from there. 

    Thanks!

Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff
6 years ago

Sorry to hear about this darylkooi - could you tell me the status of our app on your affected computer? Is it "up to date" or still syncing changes? Also, could you share a screenshot of the exact error message you get so I can have a visual of the problem too?

Thanks in advance!

  • darylkooi's avatar
    darylkooi
    Explorer | Level 3
    6 years ago

    Hi there, thanks for the quick response! The dropbox status says it's up to date. I've attached an image to show the error messages, thank you once again. 

    • Walter's avatar
      Walter
      Icon for Dropbox Staff rankDropbox Staff
      6 years ago

      Thanks for the screenshot darylkooi - most appreciated.

      As I'd need a more in depth look into this with all of my tools available, would it be OK if I reached out via email to the address you use for your forum's profile so we can work on this together? 

      While we're at it, are you using Smart Sync by any chance? I'm only asking because if you do, I'd like to know if this happens with files that you have set to be local and/or Online only. 

      In any case, please keep me posted Daryl.

      • darylkooi's avatar
        darylkooi
        Explorer | Level 3
        6 years ago

        Hi, sorry for the late reply. Yes, please do contact me at the listed email address. Also smart sync is turned on...  Walter

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