Child Item

Offline mode not working on Android

Samsung galaxy note 22 / Dropbox plus / App version 366.2.2
Folder and Files are green for offline availability.
However, when offline (mobile and WiFi) it says "network error" and file won't open (pdf nor docx).
When I am in a network files can be opened.
Where is the problem?
Many Thanks

Find more posts tagged with

View

Mobile

Error Messages

Download

Android

OffTopic

AcceptAnswer

Comments

Nancy

Thanks for posting about this on the forum, @Peter_1.

Can you please clarify the OS version of your Android device?

I’d also like you to open the Dropbox mobile app, go to the Account tab, tap on “Offline”, and send me a screenshot of the next screen you’ll see.

Feel free to send me a screenshot of the error message you’re getting, too.

Give me a nudge, when you’re ready.

Peter_1

Hi Nancy
Thanks for your help.
The Android Version is 14.
The phone is actually called Ultra (and not Note as I mentioned previously)

Nothing happens when I tap on offline.
It only says that it uses 3.1 GB

I have made a screenshot but I am afraid I don't find a way how to attach it to this message.

Many thanks
Peter

Nancy

Hi again, Peter! You can attach your screenshot here by clicking on the small camera icon above your message box.

Did you also close the Dropbox app, restart your device, and you still can’t open the Offline section?

Peter_1

Hi Nancy,

Sorry for my late reply.

I followed your advice and

a) closed the Dropbox app,

b )signed in again

and

c) restarted my phone.

I attach a screenshot of the green tick behind the file !_Reise was ....

and when I try to open it in flight mode.

(I was in another country and put my mobile in fly mode as I din't want to connect. Hence the offline availablity)

I have now simulated the situation back home. The above file wouldn't open either.

Any ideas what else I should do ?

Many Thanks,

Peter

Hannah

Hi from me as well, @Peter_1.

Is this happening with all offline files or some of them?

Also, can you confirm that you have at least 500 MB of storage space available on your device (not your Dropbox)?

Peter_1

Hi Hannah,

I have only used 191 GB of 512 GB of storage on my phone.

I have now checked the following file formats

docx, xls, msg, pdf, ppt

None of them works when green and the phone is offline

The error message is: Verbinden mit dropbox nicht möglich. Prüfen Sie Ihre Internetverbindung und versuchen Sie es noch einmal.

This is German and means: Unable to connect to dropbox. Check your internet connection and try again.

Now the strange thing is that it seems that the pdf files loose the ability to be accessed offline at some stage. This is why I think it is: I downloaded some pdf files. When connected I can read them. Then I could read them, when offline. During the night, I went offline. This morning the pdf files were no longer green and I was unable to read them offline. I clicked on the three dots and the button make available offline was turned off. So, I turned it on, then connected and then they turned green again. Then I went offline again and I could read them offline.

However, this was only possible with pdf files. I tried the same thing with docx files and it was not possible.

If it helps, I can provide you access to my phone. So you can try out things yourself.

Many Thanks,

Peter

Peter_1

Hi Nancy,

The Android Version is 14.

Please find attached the screenshot.

Many Thanks,

Peter

Nancy

Thanks for the additional info, Peter! It’s really helpful.

Out of curiosity, are you having trouble with image files, as well?

I tried to test this too, but the feature seems to be working properly, so I'd like to gather as much info as possible.

Peter_1

Hi Nancy,

I tried both jpg and png.

Both show green but when in flight mode I am unable to open them.

Many Thanks,

Peter

Hannah

Peter, one more thing, does this happen with files of any size?

Peter_1

Hi Hannah,

The file I needed with offline access had 18KB and was a docx file. It didn't work

I have now tried with a 2,8 MB file. It doesn't work either.

The folder which contained the file and the file itself showed green.

I cannot open either when I am on flight mode (i.e. offline).

Come to think of it, maybe it is not me not ticking the right box, but it is a general dropbox failure.

Many Thanks,

Peter

Walter

Hey there @Peter_1 - sorry to jump in here and thanks for the additional information.

Would it be OK if we sent you an email to have a further look internally at this point?

Peter_1

Hi Walter,

Yes, this would be OK.

I also offered access to my phone via teamviewer or similar software to solve the problem.

Do you have my email address via my account or would you like me to communicate it here.

Many thanks,

Peter

Walter

Thanks for the cooperation @Peter_1 - you've got :envelope:

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

Peter_1

d96gsv

I am also having this problem.
Samsung Galaxy Tab A9
Android version 14
I discovered the problem when, last month, Dropbox started to use most of my mobile network quota, even though I only open offline files while away from home.

Hannah

Sorry to hear that, @d96gsv.

Have you tried restarting both Dropbox and your device, to see if that helps?

Also, please follow these steps to check if your offline files are taking up space on your device.

Lastly, how did you figure out that it was Dropbox that was using your network quota?

Peter_1

Hi Hannah, Yes, it happens with files of any size. I have also tried to restart dropbox an log in again. This doesn't solve the problem. Best Regards, Peter

d96gsv

@Hanna
I tried to restart the app and the tablet now; neither helped.
According to the Dropbox app it uses 4.8 GB for offline files.
According to Android memory settings, Dropbox uses 7.24 GB of the devices memory
According to App info in Android settings, Dropbox uses 18.29 GB of internal memory
According to mobile data usage in Android settings, Dropbox used 1.25 GB so far during april, second biggest user is Chrome that used 606 MB

Nancy

Hey @Peter_1! I found your ticket in our system, and I’ve left an internal note with your latest comments there. For anything else, feel free to write back to our advanced team.

Hi @d96gsv! Thanks for the details.

If you remove a file from offline, do you see any difference in the Dropbox app’s usage, as shown in your Android’s app info?

Also, if you can provide a few screenshots of the different sizes you see on your device, that’d be awesome.

Thanks!

Peter_1

Hi Nancy,

Thanks for your help.

No, I don't see a difference.

somehow, I don't think offline mode works on an android system.

Best Regards,

Peter