Excel for web: error 500

Seeing the exact same issue for multiple users in my organization. Files still sync to the desktop app and can be opened locally just fine (either from the synced files, or downloaded from online). It appears to only be affecting opening office files in their "for the web" apps on dropbox online. We use this for real-time collaboration on some very busy excel files. Need a fix asap.

Hey @Ian Levy & @nbf_menuna, sorry to hear you're having issues with this.

Could you please try disconnecting the integration from your account's Connected apps tab and re-connecting it anew from the App Center?

Let me know how it goes!

Removed the integration as instructed and re-added it.

problem persists

Sorry to hear that, Ian.

Can you clear your browser's cache and try once more?

If you still get the same error, I'd appreciate a screenshot too.

Same with me, removing and re-adding the office app didn't solve it. I get asked to allow office to acces files, and it then asks me to sign into my office account, which I click, and then I see the error 500 again.

Hannah

Have you tried clearing your browser's cache, to see if that helps, @nbf_menuna?

I'd also suggest you try from a different browser or a private browsing window.

avancuren

I have one user (of eight) that began experiencing this problem yesterday. I tried all of the steps suggested, but she is still having the problem. Has anyone found or has Dropbox proposed a solution to the issue?

Screenshot 2022-06-28 114750.png

Disconnected the integration again, cleared the cache, closed the browser completely, then re-added the integration. running into the same problem

BETTI_HALSELL

Hi !

I am receiving the same issue, and this is shared among my team in using dropbox. Hopefully dropbox can troubleshoot soon!

ls2456

Same issue since yesterday throughout our working place. Hope Dropbox can fix this soon!

any updates from dropbox?
i am now getting more reports from other users at my organization for this issue

lgibson1007

Hi, I worked with someone yesterday on the same issue with opening files in office online from Dropbox, in our case if we used the edge browser we could open the files successfully and coauthor, so you may want to try that. The problem was occurring on chrome and we also tested the firefox and the problem was present there as well. Thank you.

Tried this just now, did not work. Still see error 500 on fresh Edge.

Sadly both the devices i am working on are mac devices.

Hi all - thanks for your reports so far.

Would it be OK if we reach out via email to have a further look internally?

Note that if you'd like to do it from your end, you can contact our support team through this page.

how would you like to reach out to me?

i cant seem to find the location to send support a email directly

Sure, please reach out to the email on my account.

avancuren

I don't see any methods of contacting on the page you link to contact you. However, I would be happy to have you contact me or my user who is having the problem by email or phone, neither of which I want to post on the forum. Please advise on how to reach you.

Thank you all for your cooperation @Ian Levy, @nbf_menuna & @avancuren

I've just sent you an email to the email address that's associated with your forum profiles.

Whenever you find the chance, please have a look at your email's inbox for my message and we'll take it from there.

lgibson1007

@Walter could you email me regarding this issue, I have a customer experiencing the problem as well. My email is [removed per the Community's Guidelines] Thank you.

The issue has been resolved for me and my users. We are no longer seeing error 500 and can open office files in their online apps from dropbox online.

Hey @lgibson1007, sorry to hear about this.

It would be best to troubleshoot with the user who's having the issue directly, so I'd suggest having your customer reach out to our Support team from their end for further assistance.

On a side note, thanks for the update on this @nbf_menuna - I'm happy to hear it's resolved for you now.

megfrieden

I am trying to open various files in Excel for web and getting an Error 500 on every attempt. I used this yesterday with no issue.

Megan

Hi @megfrieden, how are you today?

Could you try to follow the steps Walter provided here, and let me know if this helps?

Keep me posted!

jlmferguson

I'm getting the 500 error today when I try to open one of my files.

Error (500)

Something went wrong. Don't worry, your files are still safe and the Dropbox team has been notified. Check out our status pageto see if there is a known incident, our Help Cente and forums for help, or head back to home.

I checked the status link it doesn't say there are any problems?