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iOS Dropbox app won’t acknowledge Microsoft Word app

I’m on Dropbox version 274.2 and Microsoft Word version 2.60. Today I started having an issue where trying to open a Word doc in my Dropbox app prompts me to install Word, despite the app being installed and up to date. If I tap through, Dropbox then sits waiting for Word to download, and never opens the document.

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Elixir

Hello there @LRBH, Can you please try reinstalling Dropbox app and install Microsoft unified Office App https://aka.ms/OfficeAppiOS? Note that now Microsoft has a unified office app (along with individual Word, Excel, PowerPoint, and OneNote apps), which can be used to view/edit all supported office files.

Jenniferchristie

Having the same issue with both microsoft word app and microsoft office app.

LRBH

Installing the unified app and deleting/reinstalling Dropbox seems to have fixed the problem. Thanks!

Jenniferchristie

The following 👇 only works temporarily.
I received these instructions from the Dropbox support team. Since it then reverted to not opening Word/Excel, I’ve sent Dropbox Support a screen recording. Their rep says they will look into it.

iOS Clear Cache/Uninstall/Reinstall Instructions:

1) Clear the cache on your Dropbox app.
To clear your cache, please follow the steps listed below:

Navigate to the “Account” tab
Tap the gear icon in the upper-left corner of the screen
Scroll to the bottom of the screen
Select “Clear Cache” under "Privacy"

2) Uninstall the Dropbox App
3) Sign out from the App Store
4) Restart your device
5) Sign into the App Store
6) Download and Install Dropbox
7) Try to sign into your Dropbox account

J

MooseAI

I’ve been having this problem and reinstalled Dropbox works for me, but when I leave it for a few hours it reverts back to telling me I have to install the Word app. Is it a glitch from the most recent Dropbox update?

Jenniferchristie

Have you tried installing the Office app? I think the Office app is supposed to replace the separate Word, Excel etc apps as a superior model. That’s what I am using. It’s not reverted yet. If it does, though, I’ll let you know. .

Jenniferchristie

MooseAI

Install Office to open as opposed to Word? I have but it doesn’t give me the option to open from Office

Jenniferchristie

It should force Word to open via Office if you delete the Separate Word app and clear the cache, phone off and on etc as above.

LRBH

I'm having this problem too - thought it was solved, then next time I tried to use it the app was broken again. 😕 I think it is a bug caused by the new update. For now I'll try following the full uninstall instructions Jennifer provided.

LRBH

No good - Dropbox is now refusing to acknowledge the Office app even right after a full reinstall. I can open my Dropbox files from inside the Office app, but not in Dropbox itself. Which is frustrating, because it means I can't use the "most recent" tab to quickly pick up where I left off.

I think I'm just going to have to wait for a bug fix. 🙁

MooseAI

It’s not a huge problem for me; reinstalling Dropbox each time is just annoying. Having to press the screen a few more times tells me just how lazy I am lol

I’ll just wait for an update to fix it hopefully

allenng

Hi All,

after update of new IOS on my iPad i can't seems to open up files from Dropbox to Excel.
Dropbox app keep asking me to download the Excel app but i already have it.

Please advise

Elixir

Can you please try installing Microsoft unified Office App https://aka.ms/OfficeAppiOS? Note that now Microsoft has a unified office app (along with individual Word, Excel, PowerPoint, and OneNote apps), which can be used to view/edit all supported office files. Then reinstall the Dropbox app as well.

allenng

Done what you mentioned, but it still ask me to download Excel app.

allenng

I uninstall the excel app and reinstall it. Now it works. I have the All i one app but it doesn’t open the file to that app

Gazlaz

Everything has worked as it should until recently. Now when I try to open an excel file in My Dropbox on iPhone I get a message saying I need to install excel.

I’ve tried reinstalling both apps (Dropbox and excel) and that resolves the issue until I try again a day later and I get the same issue again.

Anyone else seen a similar issue before?

Thanks

Zoltan

Same problem with both excel and words. They need to fix that quick, can not use Dropbox without those 2

mduck314

Having the same issue after the last IOS update. I did all the above. Does not work. Keeps asking me to download Excel but it is already installed 😞

Jelen

I have the same 😕
I've try everything and nothing

Nancy

Hi everyone, hope you’re all doing well!

Just to make sure we’re all on the same page, can you please try using the unified app that @Elixir mentions here, and let me know what happens?

Otherwise, feel free to send any relevant info, like the exact OS that you’re using and the app version of your Dropbox app, and we'll take it from there.

Thanks.

Hannah

Hey @Gazlaz, @zoltan and @Jelen, thanks for bringing this to our attention.

Are you having this issue only when opening files saved to your Dropbox? How about other MS Office files saved in other places on your device?

If it's just Dropbox, can you try to clear out the Dropbox app's cache, from the option in the app's settings, to see if that helps?

Keep us posted!

Gazlaz

Thanks for the reply.

It’s just when opening from Dropbox. I’ve cleared the cashe and still the same issue.

Jenniferchristie

It has now reverted for me too. The reinstall only fixed it temporarily. I’ve emailed Support. As you say, it looks like it will need to be fixed from the top.
.

Megan

Hi @allenng, happy to see that your troubleshooting managed to resolve this!

Also, @mduck314, can I ask the version of the OS and Dropbox app that you have installed to your device? Feel free to also send me a screenshot of the error message you see on your end when trying to preview the files.

Thanks a bunch!

Jelen

After clear cash still the same.
I've check on one drive and saved files and everything works fine, problem is only with Dropbox.
it starts probably with ios 15.4.1

Thanks

Zoltan

I have done as Azlaz mentioned - same result. Still doesnt work

Megan

Hey all, I hope you're doing well!

Can you clarify the version of the OS that you have installed, along with the version of the Dropbox app, please?

Keep me posted, and we'll take it from there.

Zoltan

iPad OS 15.4.1 and Dropbox Version 276.2

BigguyDan

Hi, I’ve got the same problem & I know of at least 5 other people with the same issue on various ipads & iphones. Deleting & reinstalling dropbox did solve the issue for 1 person but it returned within a few minutes.
Android devices don’t seem to be effected.