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Cannot use excel files offline when saved for offline use

I am experience an issue where dropbox tells me I must be connected to internet to open excel files in the dropbox app on my android phone, which I have "made available offline" for this exact purpose...

Dropbox keeps sending me back automated replys to my issue telling me to save the file for offline use. I have.

I need to be able to edit data offline, or these features are useless to me and I might as well use the free google drive.

I have paid for Microsoft Office Business 365 so this should work from what I have read. I have a dropbox business account.

Cannot get a single human being to talk to from Dropbox. I cant believe a company can be run like this and get away with it.

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Comments

Walter

Hi @nilscbnelson, sorry to hear you're having issues with this.

Could you please clarify how exactly you're doing this and send us a screenshot of the error you're getting as well?

Also, what is your device's exact OS version and the version of the Dropbox mobile app installed there?

When it comes to getting in touch with our support team, have you checked your available options on this page?

Keep me posted please!

nilscbnelson

Yes, I have contacted Dropbox support via email and they were not helpful and have not responded.

Where can I send you a screenshot? The error reads "can't connect to Dropbox, make sure you are online or try again later"

I have saved the files for offline use.

nilscbnelson

Running Android version 13 with the latest dropbox on a samsung galaxy S23

Hannah

Hey @nilscbnelson, sorry to jump in here.

Can you please send us the ticket number from your communication with our support team, so we can look it up in our system?

As for your issue, can you clear the Dropbox app's cache from your settings and restart the app, to see if that helps?

Jeff R.31

I too cannot open offline Word or Excel files without Internet connection from the Dropbox Android app... i can only open pdf or jpg or other image files... I have found a workaround for Word and Excel documents, but want to be clear that there is definitely a flaw or bug in the Dropbox Android app and this needs to be elevated to your design team... When I'm disconnected from internet, I can open offline Dropbox Word and Excel files ONLY from within the Word or Excel apps, not from the Dropbox app. I did this by seeing the file I wanted in the Word or Excel "recent files" list and clicking on it. In order to make this work, I'm going to have to pin every single Word or Excel file l want to open offline in the Word/Excel menu, because I cannot find where Dropbox stores offline files on my phone.

Dropbox needs to fix this:
1. Allow offline Word/Excel files to open via the Dropbox app without Internet connection
2. In the meantime At least let users know where Dropbox offline files are stored so that we can open them without Internet using a file explorer app.

Dale1968

I have the same issue using Apple IOS on iPad. We don’t always have a WiFi or mobile data connection. Is there a fix for this issue?

Thank
Dale

Nancy

@Dale1968, may I ask the Dropbox app version you’re using on your iOS device?

When exactly did you notice this behavior occur?

Does clearing the Dropbox app cache and reinstalling it help? What if you reinstall the Microsoft app, as well?