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Having problems with Word/Excel files Save As PDF uploading into Dropbox

HCockburn

Hi, I have regularly created word and excel files on my iPad, saved them in Dropbox. I’ve then used the Export facility in Word and Excel to save them as PDF on the same Dropbox folder. Last time I successful did this was 5 days ago.

Today I tried and I am receiving an Upload Pending error in Word and Excel. In Dropbox, it creates an unreadable file. I’ve tried Exporting to another directory in iCloud with no issue, so Dropbox is the problem.

Any thoughts on how I solve this?

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HCockburn

Thank you to @Walter for all your help.

As suggested by your engineer, I contacted Microsoft and they confirmed the problem is with the MS apps for iPad and will be fixing it in the next version of the apps due in the next 2-3 weeks (mid-June 2022)

All comments

Walter

Hey @HCockburn, sorry to hear you're having issues with this.

Could you please clarify your device's exact OS and the version of our mobile app used there?

Also, have you tried clearing the caches of the apps you're using and try to export the files again?

A screenshot of the error would also help, so feel free to include one in your reply.

Thanks so much!

HCockburn

Hi Walter,

My iPad is using iPadOS 15.4.1 and is up to date.

The Dropbox version is version 276.2

The error is in excel and word - in the list of files, it shows the file name and instead of Downloaded 5.45 PM / Dropbox which the excel file shows, it has Upload Pending | wopi.dropbox .... and then the file name.

If I go into the dropbox app, I can see the PDF file, but it is 0MB and cannot be opened.

I've tried creating a PDF on my Macbook Air from the same excel file into the same Dropbox directory and it works just fine.

Hope this helps

Hilary

Walter

Thanks for the additional information, Hilary. Could you send us a screenshot in order to have a visual too?

Also, can you see Dropbox listed as a location in your iPad's Files App? If you do, can you toggle it off and back on and let me know if it made any difference?

HCockburn

Thanks Walter.

I can’t see how to toggle Dropbox off/on in Files App.

Attached is screenshot of the error message.

Jay

Hi @HCockburn, do you see the 'Locations' button in the iOS Files app? If you tap that, you should be able to disable, and then enable Dropbox.

HCockburn

Thanks Jay, I was able to disable and then enable dropbox in Files App, but it didn't make a difference. It still errored creating the PDF

HCockburn

Sorry I was too quick - it looked like it worked. but the same thing happened. It created a zero byte file in dropbox

Walter

Thanks for keeping us in the loop @HCockburn

I'm not sure if this will help, but can you try the suggestion outlined here and let us know if it improves matters for you?

HCockburn

Thanks Walter.

I cleared the Dropbox cache, removed the Dropbox app and re-installed it. But still the same issue. I don’t have any trouble creating PDFs and saving them into another online file system. Very frustrating.

Megan

Hi @HCockburn!

Can you send me a screenshot of the error message you see when trying to create a PDF file?

HCockburn

Hi Megan, see earlier message in the string - screenshot already attached

Jay

Are you able to save the PDF and manually upload it to Dropbox using the Dropbox mobile app instead of the Files app?

HCockburn

Yes, that works without a problem - so I can save a Word doc or Excel sheet to Dropbox, save the same file as a PDF into another drive (have tried in iCloud etc) and then upload into Dropbox. HOwever I can’t save it direct into Dropbox without this issue happening.

I can take exactly the same file on my MacBook Air, save as a PDF into Dropbox without any problems. It’s just my iPad / mobile Dropbox app, that has the issue.

Hannah

Hey @HCockburn, sorry to jump in here!

Not sure if you've already done this, but have tried restarting your device, to see if that helps?

If it doesn't, can you also tap on the warning triangle in the screenshot, to the right of the timestamp and send us a screenshot of what that shows?

Lastly, can you try the 'Office' unity app instead, to see if the export works from there?

HCockburn

Hi Hannah,

Yes I have restarted my iPad and it didn’t make a difference.

Attached is the screen shot of the warning triangle.

I don’t know what the Office unity apps is, but I do know that I can export to PDF on my Mac. And that it was working until the last Dropbox app upgrade.

Walter

You should be able to download and install the app using the link from Elixir's comment in this post.

Could you give it a go and let us know how it goes @HCockburn?

HCockburn

@Walter I’ve now downloaded and tried the Office unify app, restarted my iPad again and reinstalled Dropbox again with the same result - a zero byte PDF file in Dropbox.

Walter

I'm sorry for the late response @HCockburn - are you still having issues with this?

If so, please let me know and I'll reach out via email to investigate a bit further.

HCockburn

@Walter Yes,I’m afraid I am still having the same problems

Walter

No worries @HCockburn - I just follow up via email so that we can have a further look internally.

Whenever you get the chance, please have a look at your inbox and we'll take it from there.

HCockburn

Thank you to @Walter for all your help.

Walter

Thanks for keeping us in the loop @HCockburn

I'm glad you managed to get to the bottom of this and please let me know if you have anything else to ask or add in the meantime.

Cheers!