Unsupported file type

[Robert46]

Have been using Dropbox on Windows PC and Android cell phone for many years for the same files. Recently attempted to access two Word documents from Dropbox on cell phone, which I have been accessing for many years. Received a message on cell phone, "unsupported file type". However, I have no trouble accessing these two files in Dropbox on PC. What's changed? How can I access? Will influence my decision to renew Dropbox!

[Jay]

Hi @Robert46, thanks for bringing this to our attention.

What is the exact file type you're trying to preview on your device? Is it a doc file or a docx file?

Is the error in the Dropbox mobile app, or the Word app (when opening via Dropbox)?

This will help me to assist further!

[Robert46]

The two documents are docx which I have always been able to open in the past. They are both password protected, but Dropbox has always accommodated that, allowing me to enter passwords to access. Not sure where the error lies, with Dropbox (assumed) or with Word. I have Microsoft Office on cell phone. The error message has a target with a dart off-center, and the message, "File type not supported. Couldn't download file. Please try opening in another app." Am looking for a workaround. If found, will discontinue use of Dropbox because it will no longer be of any use. Will revert to One Drive.

[Nancy]

Hey Robert, hope it’s OK if I jump in, too. 

Do you mind sending over a screenshot of the exact error you receive, so that I can have a visual? In general, .docx files that are up to 160MB in size can be previewed on Dropbox, so I’d also like to take a look. 

Besides that, are you having the same issue if you try to preview another .docx file that’s not password-protected?

[Robert46]

Thanks to all who tried to help. Will not be sending screenshot since I described it in detail in one post. Have traced this problem to Dropbox since I am able to open file in cell phone from one-drive. This proves that Word and phone are performing properly. Problem appears to be with Dropbox. Docx files which have no password protection open fine from Dropbox on phone, so problem is with password-protection, which always worked from Dropbox until recently. Will not be renewing Dropbox.

[jima999]

I am having the same problem with password protected MS Word docx files but not (interestingly) password protected Excel xlsx files. This situation is a recent development as password protected docx files were handled by Dropbox on my Android phone okay until lately. Definitely a bit of a pain!

BTW I am attaching a screenshot which might help.

[Robert46]

Yep! That's the same error message I received, graphics & all. As I mentioned, I have found a workaround by accessing the password-protected file through One Drive. Won't be using Dropbox anymore.

[jima999]

If they don't sort this out fairly quickly I might have to give up on Dropbox too!

[Nancy]

Thanks for the screenshot, @jima999, and I’m sorry to hear you’re having the same issue. 

What’s the app version that your mobile app is running at the moment? 

If you try to preview this file via www.dropbox.com, do you receive the exact same message? 

Let me know, and we’ll check this further.

[Gsh1]

I have exactly the same problem as described. It started about a fortnight ago after using Android Dropbox successfully for years. My version is 306.2.2