Trying to open a file IOS

[100120]

Hello ! Thank you for the opportunity to share a puzzling issue. I have been a Dropbox for several years without any challenges. The last month or so I have not been able to open a random file ( am running latest iOS version as well as Dropbox. When I try to open or access a random file , I receive an alert shows “ loading “ so am not able to get to my folders or any sub folders. Any thoughts anyone ? Thank you for your help ( btw I cleared cache ,deleted the drop box app , signed out from App Store , turned off the phone , sign back in to App Store , reloaded Dropbox app.

[Walter]

Hi there @100120 - sorry to hear about this.

Can you please clarify if this is a file that you own or a shared one? Are you able to preview it normally on the website or after downloading or exporting it locally to your devices?

Let us know more and we'll take it from there. 

[100120]

Good morning Walter. Thank you so much for your prompt reply. It’s an owned file. Non shared. Yes I am able to access it on Dropbox web and on my computer. The challenge is on my iPhone. Both iPhone and Dropbox app are running on latest versions 17.1.1 and Dropbox 354.4.2.
So when I create folder I see the name of it , but when I try and open it to file documents it displays “ downloading “ then after a while it says unable to download. Thank you for any direction. Have a nice day.

[Hannah]

Hey @100120, would you mind sending us a screenshot of this message that you see?

[100120]

Hello Hannah. Thank you for your reply.
How do I upload the screen shot ? Thank you.

[Hannah]

Sure thing, @100120!

After you click on the reply button, to reply to this thread, you should see a camera icon right above the reply box, where you can click to attach your screenshot.

[100120]

Thank you for your suggestion Hannah but I don’t see a camera icon above the reply button. Would you be so kind to guide me further. ! Thanks.

[Walter]

If you're on a mobile device you can try requesting the desktop mode of the site to bring up the camera icon @100120 

This would depend on the web browser you're using to access and post on the Community. 

[100120]

Ok good idea. Let me try that. Thank you.

[100120]