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Can't open password protected file

One of my files is password protected but when I try to access it via Dropbox.com on my PC I put in my password but it says that it is incorrect. It is not incorrect. I can access the file via my Tablet.

Thank you.

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Jay

Hi @johnblakemore, thanks for messaging the Community!

What type of file are you trying to access?

Are you accessing it from the site, or downloading it and opening it in a specific app?

This will help me to assist further!

johnblakemore

The file is a Word document (.doc) and I am trying to access it from Dropbox.com through my browser on my PC

When I open the file I am asked for the password but it says it is an incorrect password. When I open the file via the App on my Tablet it accepts the correct password.

Thanks.

John

Megan

Hey @johnblakemore, sorry to jump in here!

Have you tried a different browser in order to preview your file? Can you give it a go and let me know how it goes?

I'll be waiting for the results.

johnblakemore

I have opened the document in my Safari browser on my iPad but get exactly the same answer that it says that I am using the wrong password!

John

Walter

Hey @johnblakemore, sorry to jump in here, but could you clarify how are you inputting the file's password?

Are you, for example, copy-pasting it from somewhere or are you manually writing it?

johnblakemore

I am manually writing it.

John

Walter

Were you ever able to open this file with this exact password then @johnblakemore?

If it was shared with you, you can ask the owner of the file to unlock it for you in the meantime.

johnblakemore

I have used this password for some time when opeing the file on my PC or Tablet but cant remember if I have used it to open the file via the website.

My files are not shared with anybody.

John

Walter

Thanks for clarifying that for me @johnblakemore

Can you please clear your browser's cache and let me know how it goes?

If you're still getting the same results, please send me a screenshot of the error you're getting so that we can have a visual too.

johnblakemore

This is the screenshot. Clearing cache made no difference

It wont accept the Dropbox password or the File password.

John

Walter

Thanks for the screenshot, John - most appreciated!

May I reach out via email to have a further look internally?

johnblakemore

Thank you.
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John

Walter

No biggie, John. I'll be glad to help out with this.

I just followed up via email, so please have a look at your inbox and we'll take it from there.

johnblakemore

Can’t find your post?

John

Walter

Hey @johnblakemore, I just sent you another email.

Could you have a look at your inbox and let me know if you received my message this time?

johnblakemore

Yes received.

John

JimL from HB

I am having the same exact issue. I can open the file from the Dropbox folder in File Explorer on my desktop computer, but when I use that same computer to access DropBox via the Web to look at version history of the Word doc, the password isn't recognized. This locks me out of being able to see the version history, which I need.

Jay

Hi @JimL from HB, you don't need a file password to access the version history of any file on Dropbox.

Are you referring to a password on the file itself, or the password to your Dropbox account online?

JimL from HB

Hi Jay,

The original file is password protected in Microsoft Word. When I attempt to open the version history in DropBox on the Web (the only way I can access Version History, as far as I can tell), it prompts me for the file password (not my DropBox password, as I am already logged in on my desktop). However, the correct file-specific password does not work (I've tried this on several different files), and - just to say I've tried it - neither does the DropBox password.

Hannah

Sorry to jump in here, @JimL from HB.

Have you tried this from a different browser, or from a private browsing window, to see if you get a different behavior?

johnblakemore

Yes, I have tried it in Chrome & Edge but neither browser will accept the correct password of one of my files?

Jay

Hi @JimL from HB, @johnblakemore, could you attach a screenshot showing the exact message you're getting when loading the version history for the file on the Dropbox site?

JimL from HB

Hi John,

Here are 3 screenshots in succession:

The way the files are listed under "Version History" (names redacted)
The prompt for the password
The response when I enter the correct MS Word file password.

Jim

johnblakemore

Are these ok?

John

Megan

Hey guys, happy Monday!

Just jumping in here to ask if this is still happening on your end. If it is, would it be okay for me to reach out via email, so we can have a closer look at this?

Keep me posted.

johnblakemore

Yes it is still happening.

[email removed as per Community Guidelines]

Thanks.

Megan

Hi @johnblakemore!

I just sent you an email. I'd be happy to see you there.

Cheers!

sz999

I am having this exact same problem, and getting exactly the same error message as the original poster. The file opens from my DB app on my phone, but says password wrong, when I try to open online through any browser. The end of the conversation with previous user was via email, so I can’t see what the solution was. Thank you!

Walter

Hi @sz999, sorry to hear you're having issues with this.

Can you please send us a screenshot of the exact error you're getting, omitting any personal information if possible?

Have you cleared your browser's and the app's cache at all lately?

Were you ever able to open the file normally?

janghell

Same problem here.

When I try to open a protected word file, I am asked to input the password. But dropbox says the password is wrong.

But if I download the file I can use the same (correct) password to open the file. Then I have to delete the file in dropbox and upload the changed word file from my computer. Please fix this issue!