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4faith's avatar
4faith
Explorer | Level 3
8 months ago

Documents don't look right when I open them

Hi,

 

I have used Dropbox for years.

 

Today I am having an issue with opening only certain documents that I had no issues with before. I open them and they either show a blank text box, or the complete document isn't showing up.  They are word docx documents. I opened other documents with no issue. Does anyone know what happened?

 

Thanks for your help.

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  • Megan's avatar
    Megan
    8 months ago

    Hi 4faith, yes, doing a re-install is safe. 

     

    Not sure if that'll change things, but you can give it a go. 

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff
    8 months ago

    Hi 4faith, thanks for bringing this to our attention.

     

    Are you previewing these files on the Dropbox site, the mobile app, or on your computer itself after files sync?

     

    A screenshot of this would help greatly!

    • 4faith's avatar
      4faith
      Explorer | Level 3
      8 months ago

      I think I sent a photo of the document.  When I open it online dropbox.com I can see the complete document. When I open it from the laptop is when I have the problem. Thanks

      • Megan's avatar
        Megan
        Icon for Dropbox Staff rankDropbox Staff
        8 months ago

        Hi 4faith, thanks for the info! 

         

        If the files open without an issue when you preview them online, we need to check if this is something that's happening on Microsoft's end. 

         

        Is your app, up-to-date at the moment? You can check the syncing status by following these steps. 

         

        Also, if you quit the desktop app, and then try to open them, do you notice the same behavior? 

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