Hi Community,
I am unable to open word documents on PDF files on one of my Dropbox folders. All files are unable to be opened on word and online do you have any suggestions to rectify this?
Thanks,
Dave
What about if you recover an older version of the file? https://help.dropbox.com/delete-restore/recover-older-versions
Hi Mark,
Thanks for your help an advice the documents are still not recovered. Do you know why other files(older files ) in my other dropbox are working and this particular file is not?
Hey @Daveb5, can you let us know a bit more about why the files aren't opening?
Are you getting some kind of error message?
If you can send us a screenshot, that would be really helpful.
Thanks in advance for any additional info!
Hi Hannah,
Both screenshots are attached to this message for your viewing.
Could this be resolved by trialling Dropbox for business as it allows you to go back further in time to restore a document?
I look forward to hearing from you.
David
Hey @Daveb5, sorry to jump in here, but could you clarify if you're able to preview those files normally on our website?
If not, can you try restoring them to a previous version?
Hi Walter,
I have tried restore the files and this does not seem to be working. I don't the suggestions that you and Hannah have made are going to work I don't understand how files kept online in "secure" online storage this an "serious error" by Dropbox is there any other way we can rectify this?
Hey David, thanks for the additional info.
Just to confirm, have you tried opening the files through our website, like Walter suggested? Does it work?
Apologies for the late reply and no this does not open on the website at all. Are there any other steps we can apply to open this document?
It sounds like the file might be corrupt @Daveb5 - are you getting any particular errors perhaps?
Also, were you ever able to preview this file on our website in the past?
Unfortunately this issue remains unresolved and this is taking far to long
Can you please provide details for me to contact Dropbox directly as they are responsible for this. This is no different to leaving physical items in storage for a while only to turn up one day and find that they are physically damaged. If that was the case you would speak to the storage company and get them to rectify the situation this is no different now Dropbox were supposed to keep my files safe and haven't whoc can I speak to regarding this?
Hi @Daveb5, you can always contact our Support team using this link.
In the meantime, I'd be happy to continue looking into this for you here, in the Community. If I were you, I'd also check the previous versions of the files online, using these steps.
Once you do, can you let me know how far back these changes go? In regards to my colleagues latest response, we're asking when was the last time you saw these files online, just to make sure the changes actually synced from the device, to your account online.
Also, it'd help us to have a full idea of the exact error you get when you try to preview the files on the web too.
