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Forum Discussion

Tim Fortugno's avatar
Tim Fortugno
Explorer | Level 3
4 months ago

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

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. 
Editing
iOS
Mobile
Mobile App
Tim Fortugno's avatar
Tim Fortugno
Explorer | Level 3

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

Nancy's avatar
Nancy
Icon for Dropbox Staff rankDropbox Staff
4 months ago

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's avatar
    Tim Fortugno
    Explorer | Level 3
    4 months ago

    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's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff
      4 months ago

      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's avatar
      zacw
      Icon for Dropbox Engineer rankDropbox Engineer
      4 months ago

      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's avatar
      BenDBX
      Icon for Community Manager rankCommunity Manager
      4 months ago

      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

      • Tim Fortugno's avatar
        Tim Fortugno
        Explorer | Level 3
        4 months ago
        I appreciate the advice. However I looked for the “logs” via the previous post and couldn’t find it. Again, thank you. For the time, I removed the “troubled doc” then re-added. Hopefully this will fix and remedy my issue. This never happened - yet was able to edit the same doc on different devices.

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