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DCh02's avatar
DCh02
New member | Level 2
6 years ago

Can open files directly on Dropbox - get error message saying "cannot open file"

Since installed MacOS Catalina and Dropbox update - can't open any file directly on Dropbox. Have to open file from the original program (like Word, Excel) - go to Open... then navigate to the Dropbox files - only way it opens. Anybody else experiencing this? I can drop and add files into my Dropbox - but now a hassle to open them...

Any suggestions?

Thanks!

Desktop
Error Messages
Mac
View
  • Daphne's avatar
    Daphne
    5 years ago

    Thanks for getting back to me with the screenshots DCh02!

    Do you get the same error message if you try and open the file directly from the Dropbox folder in your Finder window? You can right click the file and choose "View in Finder" to easily navigate there.

    If you do get a similar error, can you try temporarily closing the desktop app and trying to open the file to see if there's any change? You can close the app by:

    1. Clicking the Dropbox icon in your system tray/menu bar.
    2. Click the profile pic/initials icon in the top right of the window.
    3. Choose "Quit Dropbox".

    Let me know how it goes!

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

    Hey there DCh02, thanks for reaching out to us here!

    Are the files you're trying to open on your desktop possibly Smart Synced as "online only" with a grey cloud icon next to the files? Or do they appear in Finder with a green tick :white_check_mark:?

    If they're currently "online only", can you try right clicking the file and choosing "Smart Sync - Local", and then try opening the file again?

    If this isn't the case, would you mind sending me a screenshot of the error you're getting along with letting me know which sync icon shows next to the file?

    Let me know what you find - thanks!

    • DCh02's avatar
      DCh02
      New member | Level 2
      6 years ago

      Hi Daphne,

      The files appear to have the green tick next to them - I haven't been able to enable smart sync yet (but that's another issue). Attached are a couple of screen shots...Edited by moderatorEdited by moderator

      • Daphne's avatar
        Daphne
        Icon for Dropbox Staff rankDropbox Staff
        5 years ago

        Thanks for getting back to me with the screenshots DCh02!

        Do you get the same error message if you try and open the file directly from the Dropbox folder in your Finder window? You can right click the file and choose "View in Finder" to easily navigate there.

        If you do get a similar error, can you try temporarily closing the desktop app and trying to open the file to see if there's any change? You can close the app by:

        1. Clicking the Dropbox icon in your system tray/menu bar.
        2. Click the profile pic/initials icon in the top right of the window.
        3. Choose "Quit Dropbox".

        Let me know how it goes!

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