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GigiB1's avatar
GigiB1
Explorer | Level 3
10 months ago

.xlsx files are supported but something went wrong

Hi there,  I see this has been asked several times before, but my issue has still not been resolved. I have recently not been able to open this file, but keep getting this error message. The fi...
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  • Hannah C's avatar
    Hannah C
    10 months ago

    Hi GigiB1,

     

    Jumping in here to note that we found that we actually cannot support password protected Office files on Dropbox at this time. The problem is that we are asking the users to input their password then saying there is an issue. We are looking to do the following to resolve this issue:

    1. Show the correct error message -- that password protected Office files cannot be previewed. Downloading the file to preview is recommended at this time.

    2. We are also looking into if and when we can support password protected Office files on Dropbox though at this time, I'm unable to say when.

     

    Thank you for flagging this issue and my apologies for the inconvenience. I definitely understand that download to preview is not ideal.

     

    Please let me know if you have any other questions or ideas. Happy to help!

    Hannah

     

Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff

Hi GigiB1! Hope you’re doing great. 

 

The issue here may be that the file is password-protected, but let's have a look. 

 

Can you upload a full screenshot of what you see on your end? I’d like to have a visual and check this further.

 

Also, is this the only Excel file you’re having trouble with? Are the rest previewing properly on the Dropbox website, even if they're password-protected? 

 

Ping me, when you’ve got more info.

GigiB1's avatar
GigiB1
Explorer | Level 3
10 months ago

Hi Nancy, 

 

Hope you are well too.  Thank you for your reply. 

 

The message I am getting is as per below:

Other Excel documents are opening fine. I have just tried opening another Excel file with a password and I get the same message. 

So you are quite right it could very well be the password protection that is causing this.

But how come it was not happening before?

  • Nancy's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    10 months ago

    Thanks for giving that a go, GigiB1! Do you perhaps remember when this started happening more or less?

    • GigiB1's avatar
      GigiB1
      Explorer | Level 3
      10 months ago

      About 4 weeks ago.

      • Walter's avatar
        Walter
        Icon for Dropbox Staff rankDropbox Staff
        10 months ago

        Hey GigiB1 - sorry to jump in here, but could you try clearing your browser's cache or using another browser and let us know if you get the same results?

         

        If you do, can you check if this is the only file that's affected or if there are others as well? 

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