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Forum Discussion
Issues Accessing Files on iPad Pro Using the Dropbox App
Ever since I started using the Dropbox app on my 12.9" iPad Pro (currently on iOS 12.1 with the latest version of the Dropbox app), I have had issues opening files. Occasionally, when I tap on a file to open it, I immediately get a spinning cursor that continues for a minute or two and usually eventually reports that the file cannot be previewed. The files I am accessing are Microsoft PowerPoint presentations.
Other times when I tap on the files, I immediately get a progress bar and then the file loads. There doesn't seem to be any rhyme or reason as to why sometimes it works and other times it doesn't. Also, files that would previously open somehow become unpreviwable even though the file itself has not been changed/modified.
This occurs over WiFi with a good active Internet connection.
Does anyone have any thoughts or ideas as to what may be happening or any steps to take to correct these issues?
Thanks in advance for any assistance that can be provided!
Thanks for the response Bandito - much appreciated.
If you're still noticing this behavior, could you please try to clear the cache on your app and then sign out and back into your Dropbox account? To clear your cache, please follow the steps listed below:
- Navigate to the “Personal” tab
- Tap the gear icon in the upper-left corner of the screen
- Select “Clear Cache”Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.
In any case, keep me posted on your progress and have a good day!
- Walter
Dropbox Staff
Hey there Bandito - sorry to hear that.
Can you please confirm that this is happening on our latest version of the mobile app for iOS users? It's currently 120.2 - are you running this version on the affected iPad?
Also, does this persist for all files of the same type or only some? Can you preview them normally on our site and if you download them locally on your machines?
Thanks in advance for your reply and please feel free to include any information you think might help our investigation!
The verison that I'm using is current. It is V120.2.4.
I decided to delete the application and reinstall it to see if that makes any difference. I'll test things out today and let you know if this resolves the issues that I'm having.
Thanks for getting back to me!
- Walter
Thanks for the response Bandito - much appreciated.
If you're still noticing this behavior, could you please try to clear the cache on your app and then sign out and back into your Dropbox account? To clear your cache, please follow the steps listed below:
- Navigate to the “Personal” tab
- Tap the gear icon in the upper-left corner of the screen
- Select “Clear Cache”Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.
In any case, keep me posted on your progress and have a good day!
