The Dropbox app on my iPad keeps crashing every time I edit a Word document.

[Tim Fortugno]

I tried to delete and reinstall my Dropbox App however it crashes while editing my document. It just started crashing recently. Interestingly, it DOES NOT crash on my iPhone or desktop. 

[Jay]

Hi @Tim Fortugno, thanks for bringing this to our attention.

What type of file are you trying to edit on the Dropbox mobile app on the iPad?

What OS version are you running there?

This will help me to assist further!

[Tim Fortugno]

Thank you for the response. I’m editing WordDoc. The OS is up to date 17.6 The confusing part is ONLY my iPad Dropbox crashes and not my desktop or iPhone. I can edit the WordDoc on any device without crashing accept my iPad. Yet, each device will sync properly and accurately with the latest updates. For some particular reason, my iPad DropBox App crashes (within 2 mins) when I try to edit. 

[Walter]

Have you tried clearing the app's cache since you first noticed this @Tim Fortugno? 

[Tim Fortugno]

Yes ... I tried to uninstall and reinstall too. 

[Nancy]

Hope it's alright to chime in, @Tim Fortugno. 

Is the Dropbox app throwing any errors upon crashing? If yes, can you send us a screenshot?

Also, you’re editing the Word document via the Microsoft app on your iPad when this happens, correct? Have you also reinstalled the Microsoft app in the meantime? 

Let me know if I’ve misunderstood something.

[Tim Fortugno]

Thank you for chiming in. As for ERROR sign, the answer is no. It just crashes. As for editing via Microsoft app ... yes. However, I haven't tried to uninstall it. I use it via work and I'm not sure of the user name and password to reinstall. I will send my IT person a message to inquire about this. 

I wonder if it has anything to do with the difference with my DropBox (user name/email/password) being different from my work email/password and Microsoft Office (word, excel, etc). 

[Nancy]

This could be relevant; if you can log into your Microsoft account with the same email address you use for Dropbox, it’d be a good way to test this and rule it out as a possibility.

[zacw]

I'm not seeing any crash logs for your user, so it would be helpful if you could manually grab them from your device to share. You can find them in the system Settings app under:

1. Privacy & Security
2. Analytics & Improvements (near the bottom)
3. Analytics Data
4. search for "Dropbox"

This will be a pretty large text file that you should be able to attach here. It'll help figure out why you're crashing, at least.

[BenDBX]

Hi @Tim Fortugno,

If you're willing to share the crash logs per Zac's instructions above, would you mind if we reached out via email to retrieve them?

Thanks,

Ben