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Why can't I open Microsoft files on my mobile device?

I updated my iPad Pro & now I can't open Dropbox files in Microsoft apps. I can see Dropbox, and I can open in other apps (Adobe, for instance), but Word, Excel, etc. tell me that the server is gone or the files are no longer on the server. But they are where they belong, and I can open them on other devices.

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Accepted answers

Walter

Hey fellas - apologies for any inconvenience this might have caused so far and thank you for alerting us to this.

Our engineers are already aware of the problem and are investigating.

I'll make sure to circle back here to let you know more as soon as I have an update to share.

For the affected users noticing these errors when trying to access their Microsoft files (Excel, Word, PowerPoint) I'd suggest that you logged a ticket with our team so we can look into this and help further with all of our tools at our disposal.

Thank you all for your diligence and have a great rest of your day.

Jane

Hello to all!

We appreciate your patience so far & we have good news to share as this is now resolved so there should be no further issues. Please try again and you should find that this functionality works correctly.

If there is anyone still facing a discrepancy, please do let me know here & I’ll touch base with you asap. I'm also working on updating all the tickets you've submitted, so you can expect a reply soon.

Thanks again to everyone for your reports & sticking with us on this discussion!

All comments

HarmenJan

In my outlook I try to add an file from Dropbox. For some documents I try to insert I get an error.

I open the mail in Outlook (Ipad IOS)

I pinpoint my finger in the mail

Insert new document

Browse through Dropbox

--- Most of the documents I can insert, some of them are pending a long time ending with the message --> No communication possible with a helperapp. (translated from Dutch Geen communicatie mogelijke met een helperapp.)

Thanks for support and suggestions

Walter

Hey there @HarmenJan - sorry to hear that!

Could you send me a screenshot of the exact error you get so I can have a better understanding of the matter at hand?

In the meantime, can you see if you're using the most updated versions of your email app (Outlook), our mobile app's as well and perhaps your iPad's OS?

Also, is this mail app (Outlook) connected to your Dropbox account? Do you see it under the "Connected Apps" on your account's Security page?

Let me know what you find and we'll take it from there Harmen!

Buckman539

"Sorry, we could not find <filename>. Is it possible it was moved, renamed or deleted?"

It has not been moved, renamed or deleted.

It has only just happened since I updated the app to version 130.2.2.

ErinAnne

My iPad isn’t on my cell plan so there’s no cellular in the settings. It worked this morning to pull up documents from Dropbox into word to edit them, and now it won’t work and just keeps giving me the error message “No network connection”. However, it is connected to the network, all the other apps work, and I’m able to save things from online TO Dropbox, and view them on Dropbox. I just can’t open them in word. HELP! I got this dang iPad to do schoolwork, and now I can’t.

Gabychisco

Same here but with every single office app in my iPhone. It seems the connection between Dropbox and MS office apps is down

ErinAnne

That makes me feel better at least. Maybe I’ll check back later to see if it’s up and running. 😰

Kara S.1

Same here, hopefully they fix it soon

Bmandigo

Having the same problems, network error connection between dropbox and all office365 apps. Just started over the last few hours.

Kara S.1

Just talked to Dropbox support. Microsoft has withdrawn support for accessing and saving to Dropbox from within their iOS apps. You can copy a file from Dropbox to Microsoft but not save it back.

Very frustrated.

ErinAnne

Are you serious..? 😖😭

Kara S.1

Apparently, I assume it is to push people into using one drive.

babygrand

All of a sudden this week, I can't access my Excel or Word Dropbox files using my android tablet or phone, only my pc.

ErinAnne

Well it worked, because that’s ecactly what I had to do 😭

BluGill

basicly it says it have been moved or stored in supported server location on the mobile

usually its fine no change but today it being funny

i cant open xlsx, xls, doc, docs file at least

pics and pdf is ok

JasonTBrown

Seriously that is crazy. I've used Dropbox for years with Word on IOS. I have same problem. Started today.

david u.4

Same here. On s9+. Word app won't recognize dropbox. Uninstalled and reinstalled both apps. That didn't help.

Terry M.32

Same here. If true that MS did an update that says bug fixes and reallly disabled Dropbox then I am done with MS. Moving to Apple Apps.

Overwritten

My ipad doesnt have cellular, is their another fix?

FrogRocker

...Why? I don’t want to use OneDrive. Used DropBox for -years- that that’s all I’m used to.

Man, I hope they’ll recant this horrid decision soon. WTFH...

Dpringle

Exactly what I am experiencing currently on both my iPad Pro adn my iPhone... Any solution yet?

Xpouii

Having this same issue plus I can’t even open files on Dropbox to read them. I’m going slightly insane supposed to be working and now I can’t. The website “help email” form won’t even work for me because I can’t select a device to ask a question. Tearing my hair out.

FrogRocker

According to another poster, Microsoft dropped support for Dropbox I hope to gods that it’s not true.

Dpringle

Me also.... everything is there!!! Please say it is not true....

Xpouii

My Dropbox app won’t currently open any pdf files either and while they do partner, Microsoft doesn’t own Adobe yet so it seems more like the recent update screwed up something in the iOS app.

GiantBaby

Me too, on two iPads and my iPhone. I don’t remember updating my iPhone lately, but I did update both iPads w/in the past 48 hours or so.

Error message reads “Can’t open file. Office can’t find MYFILENAME.xlsx. It may have been moved, renamed, or deleted.”

I tried with several other Excel docs, same response. I also tried with various Word docs, again same response.

Just tried opening on my PC. Opened fine. Issue between Dropbox and iOS??

Dpringle

My PDFs are working just fine. Microsoft items, no...

FrogRocker

I am refusing to use OneDrive, I didn’t have good experiences with it personally. But apparently they wanted to force people to use their cloud service than to allow anyone else to depend on cloud services of their choices? Again, that’s just from one poster in another thread.

I only wonder...why not give an early warning? I feel like this is going to upset *countless* of people who use Dropbox services.

Minton71

When opening a word file from my Dropbox app on iPad I’m getting this error message: ‘sorry (filename) is stored in an unsupported server location

FrogRocker

A poster stated that it was because of Microsoft dropped support with Dropbox on ios devices. Hope it’s not true.

IrfanDabeer

I am going through the same issues, any solution?