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Dropbox Android app not updating Word files

I posted this before, but can't find it.

Dropbox android app not showing changes to my files. When I open the file with the word app, the changes appear, but if, I dont, I'm reading old versions. Sometimes, only, when I edit the file in word, and then go to Dropbox and open the file, I get a note saying this file has changed, refresh, but even when I do, the changes don't appear in the file in dropbox. Coincidentally or not, now when I open a Dropbox file in word, the title appears in word with numbers and percentage signs mixed in, specifically %2025. Thanks for your help.

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Yes. And now I've also figured out that by closing the open Dropbox app in 'open apps' and then reopening dropbox, the updated file appears. Thx.

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Hey @dluptonmd, thanks for bringing this to our attention.

Would you mind sending over a couple of screenshots showing how the file appears in Dropbox in comparison to the Word app?

And can you also clear the cache of the app, from the app's settings, to see if that helps?

Keep me posted.

I replied to your email with screenshots as I don't see how I could attach a screenshot here? Is there a way? I've cleared caches both apps and uninstalled and reinstalled both. The title in Word appears as AAAA20%DOCUMENT and in Dropbox it appears as AAAADOCUMENT. Thanks.

I haven't actually sent you an email, @dluptonmd.

Did you reach out to our support team about this maybe?

If so, can you send me the ticket number of the communication, so I can look it up?

You did, or how could I have replied to the email? I originally posted
a question/problem in the community. I'm replying and posting this, but just in case, my username is davidupton. Can you check the original post for my description of the problem?? Thanks.

User name is dluptonmd.Thx.

Hey @dluptonmd, I have access to the entire thread, but I never sent you an email.

Did you perhaps reply to the email notification about my reply here on the Community?

I wouldn't have received your email reply, if that's the case.

Would you mind attaching the screenshots here? You should be able to see a little camera icon right above the reply box.

I don't see it on my phone, at least. Anyway,
I can't send a screenshot of any content, all of which is personal.

The real issue is that when I edit a Dropbox file with word, and save, the Dropbox file on the app does not show updates. If I reopen the file from Dropbox, it appears in word with the updates, so that's good. But the situation makes reviewing/reading files in Dropbox impossible, because you're reading an old version.

Now, when I turn off and restart the phone it seems like all the Dropbox files get updated, and most recent versions are there.

Also when I edit a Dropbox file with word on phone, while Dropbox shows the old version, when I go to my computer and look at the Dropbox file there, the most recent version appears. Thx.

It's possible that the Word app on your device is showing a cached older version of the file itself, and isn't updating to show the newer version. Could you try uninstalling Word and reinstalling it on your device?

Also, if you're not on a Dropbox Basic plan with more than 3 devices connected, could you try uninstalling the Dropbox app, rebooting the device, and re-installing it to see if this helps?

The word app shows the most recent version of a file always. It is the Dropbox app that does not reflect changes made to the doc in word until I turn off the phone and turn it back on. That somehow allows Dropbox to access and update/reflect the most current version of the file. And I have already uninstalled and reinstalled both apps. That didn't help. And I have signed in and out of both apps multiple times, cleared caches, and force stopped. Thx

Are you connected to the app via a stable WiFi connection or cellular data?

Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

Mostly stable wifi. All other apps, including word, work perfectly. Dropbox files in Dropbox app are just not showing latest changes, though when you open the Dropbox file, using word, the latest file version/changes appear in word. It's just that unless you open the file, when you review it in Dropbox, you're seeing an old version, which, of course, leads to confusion. It's strange that when I turn off the phone and turn it back on, THEN the latest version of the file appears when you open it in Dropbox app.

Hmm, perhaps it's taking time for the Dropbox app to sync the changes.

If you edit and save the file and then go to our website, does that show you the updated version or the older one?

The new updated file appears on the website and on my computer hard drive.
Also, if I sign out and then sign back in on the app, the new updated version then magically appears. Also, as stated previously, if I turn off the phone and restart it, the new version appears Thx.

Have you marked the file as offline in the mobile app, or is it a normal file?

This applies to all my 1000 files which are all online. If they are updating when I sign in and out of the app, something must be wrong with the app. Thx

Need help with this issue. Now I got a notice, 'The app has a bug. Clear cache.' I have done so, and uninstalled and reinstalled app, but no resolution. Files ARE synced after edits, but the old version still appears in Dropbox. When I open the file with word the new version appears in word. I can get the new version to appear in Dropbox by turning phone off and then on, by signing out of Dropbox and then signing in, by changing the title of the file and then opening it. STRANGE. If this problem persists, I obviously have to switch to another cloud storage. Thx.

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

May we reach out via email to have a further look internally at this point?

Yes. And now I've also figured out that by closing the open Dropbox app in 'open apps' and then reopening dropbox, the updated file appears. Thx.

Yes See my reply to Hannah who sent me the same message.

Actually Hannah's post was an old one. My mistake. But per my reply to her, I've figured out that by closing the Dropbox app in the 'open apps' drawer, and then reopening the Dropbox app, I can get all updated files to appear with their most current edits. Thx.

I'm glad to hear it's sorted now @dluptonmd

Let us know if you have anything else to add or ask.

It's NOT sorted out. The files should show the updates without my having to close and reopen the app every time I make an edit. Sometimes I forget, and then I wind up reviewing an old version of the file.

Not to worry, @dluptonmd, I just sent you an email, so we can continue looking into this internally.

Just make sure to get back to me, when you can.

I just replied to the email. Hope you got it. Thx

I don't see any replies. Jake did not reply to my last email. Problem still exists. Please have Jake or someone review and follow up. It seems I am unable to open a new ticket per Jake's request because of my membership status. And forwarded email per his instructions will not apparently reply back to dropbox. Thx.

As the ticket is with a specialist team, you'd need to reply to their email directly for further assistance on this matter. They'll be able to respond via email with more information.

I did but got no response. Can someone prompt him or someone else there to respond. Or can you make a new referral to that section/team, and have them review the thread, and respond. The problem persists. This is a very frustrating issue since I use Dropbox 20 hours a week. Thx.

So far as I can see, there is no way to forward your mail sent to my Gmail to my Hotmail and then reply back all from Hotmail to the original Gmail from you and get that reply to successfully reach you. At least, you have not indicated you have received any replies. You need to reach out to me at my Hotmail address which you have through previous correspondence and which is also the email linked to my Dropbox app. Thx.

I see no reply from Jake as email 1.6.23 1am refers me to.

Hey @dluptonmd! I was able to locate your ticket in our system and I can see that our agent has indeed replied back to you.

Can you please scroll further down in the email thread to see the whole convo?

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