I can't open/edit/upload files inside my desktop app

Hi mcastellanos-smedleys, thanks for bringing this to our attention.

What OS and Dropbox desktop application version are you running on your machine?

Any other info or screenshots or the issue would be helpful!

Hi Jay,

Thank you for your response.

Below, I’ve included some details that I hope will help clarify my current environment and the issues I’m experiencing:

• OS: Windows 11 Business
• Version: 23H2
• OS Build: 22631.4460
• System type: x64
• Dropbox Version: v212.4.5767

Dropbox Version: v212.4.5767

Every day, when I turn on the computer, I wait for the Dropbox sync process to complete before trying to access any files stored in Dropbox.

When i finally got this message:

Once I see the previous message indicating that all files are synced on my computer, I proceed to open a file. However, these files do not open when I try to access them through the desktop app. Here’s an example:

I initially thought the issue might be related to an update of my Office 365 apps, as I am able to open files using the Dropbox website. I updated my entire Office 365 environment and ran multiple tests, creating and opening files located outside the Dropbox app, and everything worked fine. But when I try to open a file within the Dropbox desktop app, it still doesn’t work.

Sometimes, I need to restart the computer more than five times or even reinstall the app to successfully open these files.

I also suspected that my computer might be blocking or interrupting the service that connects to Dropbox servers. To test this, I deactivated my firewall, restarted the computer, and tried again, but unfortunately, the result was the same.

I'll appreciate any advice and solution for this issue.

Thanks

mcastellanos-smedleys wrote:

Once I see the previous message indicating that all files are synced on my computer

Just to be clear, that doesn't mean all files are synced on your computer. It simply means that all syncing is complete and your files are up to date. If you have any files set to Online-only, they're not on your computer even though you'll see them in the Dropbox folder.

But when I try to open a file within the Dropbox desktop app, it still doesn’t work.

Are the files marked as available offline so they're stored locally? Right-click one of the files you're having a problem with and see if there's an option that says Make available offline. If it's there, click it and wait a moment for the file to sync, then try opening it.