Unable to open files stored in the cloud from desktop.

[Aaronw]

Hi all,

I am experiencing an issue where items stored online are inaccessible. When opening from the local Dropbox folder on my system, the file errors out, suggesting it is corrupt or incomplete. If the file is stored locally, it opens as expected. When I change all items to be Offline-Only, those same files can be opened. It's a bit of a head-scratcher. I did have OneDrive on the system but removed it to rule it out. I have also gone through and reinstalled the Dropbox client several times now, to no avail. Do you have any thoughts?

The system is running windows 10.

[Aaronw]

[Megan]

Hey @Aaronw, welcome to our Community! 

Can you clarify the Dropbox version you're using on your end? 

You should be able to find this by locating your little Dropbox icon, next to your WiFi on your task bar, and hovering your mouse there. Also, can you send me a screenshot of the message you get when you try to open an online-only file? 

Keep me posted!

[Aaronw]

Thank you for your response. I am using the latest stable version of the client (V183.4.7058), which updates automatically as per the design.

The online-only feature is working as expected—files are available and open. The issue seems to be with the files stored on the cloud side.

[Megan]

Hi @Aaronw, just a small clarification: online-only are the files stored on the cloud, and available offline are the ones stored locally.

Therefore based on your screenshot, it seems that offline files work without a problem. Can you send me a screenshot of the error you see when you try to open an online-only file? 

Also, do you double click on these files, in order to open them? 

[Aaronw]

Hi Megan, 

I have sent files through to enterprise support. So hopefully I'll get the response I need from there.

[Hannah]

Hey @Aaronw, if you've reached out to our support team, do send us the ticket number for your communication, if you have the time.

Thanks!