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Forum Discussion

SherryCooper's avatar
SherryCooper
New member | Level 2
7 years ago

Why can't I open Smart Synced online-only files?

Hi,  I've been using the smart sync function to save space on my Mac. It has been working very well until today.  When I try to open any files that are set to online only, they will not open. How...
Desktop
Sync
  • Jay's avatar
    Jay
    7 years ago
    Hi Sherry, are you opening the files directly from Finder, or via the program used to view them? Do you have a stable internet connection using WiFi?
     
    Additionally, how large are the files you’re trying to open? If they’re quite large, then while the Dropbox app begins syncing the content immediately, it may take some time to completely sync and open. 
     
    Sync speed is impacted by the size of the file and the speed of your internet connection, it may take some time to completely sync and open.
     
    If you see the associated application open, but your file does not load or an error occurs, the first step to resolve this issue would be to right-click on the file and select ‘Local’ from the Smart Sync menu. This will sync the file to your computer. Once the file has completed syncing down to your machine, you should again attempt to re-open it.
     
    Let me know if this helps!
  • oqjl's avatar
    oqjl
    6 years ago

    To provide closure on my particular issue to the rest of the community, I'm replying here. 

    Turns out that the problem was with Microsoft Office suite, not Dropbox, as might have been expected from my comment on the Office specific document problem. Uninstalling and reinstalling Microsoft Office fixed the issue.

     

     

Jay's avatar
Jay
Icon for Dropbox Staff rankDropbox Staff
Hi Sherry, are you opening the files directly from Finder, or via the program used to view them? Do you have a stable internet connection using WiFi?
 
Additionally, how large are the files you’re trying to open? If they’re quite large, then while the Dropbox app begins syncing the content immediately, it may take some time to completely sync and open. 
 
Sync speed is impacted by the size of the file and the speed of your internet connection, it may take some time to completely sync and open.
 
If you see the associated application open, but your file does not load or an error occurs, the first step to resolve this issue would be to right-click on the file and select ‘Local’ from the Smart Sync menu. This will sync the file to your computer. Once the file has completed syncing down to your machine, you should again attempt to re-open it.
 
Let me know if this helps!
oqjl's avatar
oqjl
Helpful | Level 6
6 years ago

I'm having the same trouble as SherryCooper except I'm on a Windows operating system in my home. If I just try double clicking the files in File Explorer I get an error dialogue box that lists the path of the file I tried to access and says "Unspecified Error". I've tried multiple large and small files. Opening files through this method works just fine on my other Mac device at home and on a different Windows PC at work.

I got this new computer a few days ago, but ever since I got everything synced (smart-sync online only) I've had to manually mark several files as "local" before I can open them. The only pattern of affected files I can identify is that any file type opened using one of Microsoft Office's applications will cause this issue (docx, xlsx, etc.). photos and PDFs open fine in other applications. If I'm in one of the Office applications and open a file using the application's "open" feature, the file will open just fine. Also, once the file has been opened, it will always open just fine any time thereafter, even if I've remarked the file as "Online Only".

Obviously I would prefer not to have to manually mark every Office based file as "Local" before I can open it, but for now I'm using that workaround.

 

  • SniperWolf's avatar
    SniperWolf
    Helpful | Level 6
    6 years ago

    Hi oqjl

    I had the same problem on my windows 7, when I put my files in online only, none of my files can open and I got error messages, corrupt file and other kind of stuff like that. Which is wrong because as soon as you mark your files as "local", it will open well.

    I solved the problem by reactivating the windows log service.

    Use Windows shortcut keys Win + R to launch Run, then type services.msc and hit Enter to open the Services Manager.

    Here, find and right- click on Windows Event Log Service, check up its Properties.

    Ensure that the Startup type is set on Automatic and that the services is Started.

    Reboot your system.

    Let me know if it solve the problem.

    • oqjl's avatar
      oqjl
      Helpful | Level 6
      6 years ago

      Thanks for the suggestion. My Windows Event Log service was already set to automatic. I restarted it anyway and rebooted my machine, but I'm still getting the same errors.

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