Forum Discussion

New member | Level 2

6 years ago

Smart Sync error - "There was an error opening this document"

I can access files on dropbox website, however on all computers utilizing smartsync, every time you try and open a file from the dropbox folder, it says "There was an error opening this doucment. The...

Desktop

Error Messages

Setting up the apps

peterlvilim
6 years ago
Hello everyone! Thank you for raising this issue. We believe that we have identified and fixed the root cause.

You can find a new stable build that addresses this issue here: https://www.dropboxforum.com/t5/Desktop-client-builds/Stable-Build-63-4-107/m-p/317555#M5151

Desktop clients will also be auto-updating to the fixed build.

awitzburg

New member | Level 2

6 years ago

Forcing the file local does work, but definitely don't want to do that on all these files.

austinjonescorp
New member | Level 2
6 years ago
Exact same issue, same workaround. Happening to one employee after Windows 10 updated this morning.
Jay
Dropbox Staff
6 years ago
Thanks for the reports, I’ve forwarded this info to our team to conduct an investigation on it as we speak.

I’ll update you here when I receive an update on this matter.
- thsuhart
  New member | Level 2
  6 years ago
  This seems to only have become an issue today after Windows forced an update. I hope there is a resolution soon!
  - Andrew K.45
    New member | Level 2
    6 years ago
    Same issue here, just started today 12/12/18. This is urgent.
- Alexis G.1
  Super User
  6 years ago
  Jay wrote:
  
  Thanks for the reports, I’ve forwarded this info to our team to conduct an investigation on it as we speak.
  
  I’ll update you here when I receive an update on this matter.
  
  Has this been escalated as level3 incident? This is a Global Wide issue. Apparently is related with a MS Update but is affecting lot of users with SmartSync.
  
  I received a call from another 3 clients with the same issue. We already try disabling AV/Antimalware, same issue.
  
  The only workaround is to right click and select the Smartsync / Local option so the users can download files/folders locally but this can be used only on temporary basis.
  - Andrew K.45
    New member | Level 2
    6 years ago
    I second the necessity of escalation, our phones are blowing up with Dropbox issues.
larsdennert
Collaborator | Level 10
6 years ago
Smart Sync has started refusing to retrieve online only files on demand. The opening app returns an error that the file can't be read or is corrupted. I have to make them local to open the files. We are talking pdfs and word docs so small files. Tried rebooting and I have an internet connection, after all, I'm posting this. Windows Pro 1803 DB client 63.4.102
- MohamedSalih
  New member | Level 2
  6 years ago
  I have same issue, please let us know if this is solved and how. Thank you !