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Stewart TAS's avatar
Stewart TAS
Explorer | Level 3
10 months ago

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 version running on IOS 17.3

 

Dropbox for Teams / Office 365 for Faculty A1 licenses - I've cleaned a new Ipad and replicated and happens for me, tried on my personal ipad and can get it to sync.

 

So what happens is - 

 

Go to dropbox - open a .doc file and have ability to open in Word ( logged into Dropbox App / logged into Msoft O365)

 

Click open in Word and it goes to O365 app, white box opens (authorisation box) and this just stays blank with a connecting label at the top.

 

Go to connect Cloud storage in O365 and same thing, no authorisation just a white box. (go to other storage devices Box etc and all ok)

 

Totally confused as to where the error lies, not all users. 

 

Reviewed all settings in Jamf every user on same profile, cleaned up a ipad as stated.

 

Any advice ? 

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff

    Hi Stewart TAS, thanks for providing these details!

     

    Just for clarification, does that Microsoft license match any of the other licenses visible in this article?

     

    Did this change happen recently after any updates to the OS or apps?

     

    This will help me to assist further!

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff

    There 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.

    • Stewart TAS's avatar
      Stewart TAS
      Explorer | Level 3

      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's avatar
        Nancy
        Icon for Dropbox Staff rankDropbox Staff

        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.

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