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Forum Discussion
Dropbox and opening files in Word Office 365 - I get a white box and no ability to authorise
So this is driving me crazy 🙂
Running Ipads using JamF and Securly.
Just recently some users not all are unable to open Word / Exel etc documents from dropbox ipad application (latest ve...
Jay
Dropbox Staff
Dropbox StaffThere are these settings related to apps on your team, though it should be for the entire team, and not specific accounts.
Since it is occurring for certain users, it might be related to a device or account-specific issue for those users, especially since you're using different enterprise management services to distribute apps.
From the Dropbox side of things, our general troubleshooting steps would be to clear the cache, uninstall the app, fully reboot the device, and then reinstall the Dropbox mobile app. The same would need to be done with the Office apps as well, to clear any old settings which could be affecting the connection or authorization box.
Other possibilities could be a proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains.
Ive done multiple tests and it could be related to IOS version 17.3 - Dropbox version latest.
Users who can authenticate against Word (microsoft) are running IOS 16.6
Im testing on my personal Ipad running 17.3 with no Securly or firewall settings and it opens up the authenticator window, can see the actual box to authenticate in this case but it freezes the O365 application, kills it.
Im trying to get older ipads running 16.6 to test further, most have been upgraded.
- Nancy
Hi from me too, Stewart TAS! Let us know once you've got more updates, to see if there's something else we can suggest on our end.
Nancy, you folks at Dropbox should already have an answer for this and not wait for someone to try to figure this out. Not being able to open Dropbox files directly in Word on iPad Air is a problem for many of your users.
- Megan
Hey there rmg9p, thanks for posting!
Could you please let me know more about this? Do you get any specific errors when trying to open files directly in Word?
Have you fully updated your device's OS and the version of both our mobile app installed on your iPad and the MS Word app?
Let me know more, and we'll take it from there!
