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Ozhumphries's avatar
Ozhumphries
Helpful | Level 5
6 years ago

iOS Files app - can’t download shared files from Dropbox

Hi  I'm using the iOS Files app to access Dropbox files, because I have >10 GBs of other files in iCloud, Box and elsewhere (working with different organisations), so just using the Dropbox app is ...
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  • Ozhumphries's avatar
    Ozhumphries
    6 years ago

    Thanks Walter

    i had one last thought, now that I'm on 13.1.3. I quit both Files and Dropbox apps, then reloaded them, and finally the files are downloading. It looks like Apple did fix the problem but I had to also reload the apps for it all to come together.

    thanks for your help.

Walter's avatar
Walter
Icon for Dropbox Staff rankDropbox Staff
6 years ago

Hello Ozhumphries - how are you today?

I'm sorry to hear you're having issues with the Files app on your iPad; let's take a look!

As I don't think that this could relate to specific shared folders, could you check if you're getting this error with a specific file type? If so, what is the file's extension? 

If you could also attach a screenshot of the exact error you get in your next response, that'd be amazing!

Last but not least, are you able to download/offline/preview those files normally on our own mobile app? 

Let me know what you find!

  • Ozhumphries's avatar
    Ozhumphries
    Helpful | Level 5
    6 years ago

    Hi Walter

    Thanks for your prompt reply, and good questions!

    I have not been able to reproduce the error message I got last time (the 'helper application' one), mostly what I just get now is the words 'Waiting to download' and the whirring circle, even waiting for 5 minutes on one occasion. On another test, I (only once) got the message in the attached screenshot.

    Your question on file types was spot on. I had mainly been trying to download PDF apps, and they are the problem files! If I click on a not-downloaded Word, Excel or PowerPoint file, it immediately opens the relevant Word/Excel/PowerPoint app, and quickly downloads the files into the app. All the files I am failing with are PDFs - all the rest seem fine.7CC2A29A-D2DF-400D-86B7-0B7CFB53DAF0.png8D5FCD48-E1CD-4737-AAD9-E4E3364AD5D7.png8D5FCD48-E1CD-4737-AAD9-E4E3364AD5D7.png

    • Ozhumphries's avatar
      Ozhumphries
      Helpful | Level 5
      6 years ago

      And yes, I can see and download all files of all types in the Dropbox app.

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

        Thanks for the extra details there Ozhumphries - they're most appreciated.

        I'm not sure if those are related but Apple released a new iOS version for iPhones and iPads yesterday (iOS 13.1.3) to mitigate some bugs and improve performance in general. 

        If you haven't updated your iPad's OS yet, could you check for pending updates, install them and then try to download your PDF files through the Files app anew?

        In the meantime, you can use our mobile app for this!

        Let me know what you find please!

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