I keep getting an error that files are corrupted when trying to open them in my Dropbox folder

Hi there, @R_RAMOS, thanks for your post and sorry to hear about this.

Which sync state are your files in when you're getting the error? Meaning, are they set to "online-only" (with a cloud icon on them) or are they "available offline" (with a green check mark)?

If they're online-only, can you first right-click them and choose "make available offline" before opening them, to see if that helps?

Let me know how it goes.

Hi Hannah

In every case, it shows the video file as corrupted.
I’m able to preview it using Quicktime Preview, but when I try to relink the media in Premiere Pro, it gives me a message saying the file is corrupted.
Even when the file is offline, I still get the same message: "The importer reported a generic error."

Thank you

Thanks for the update, Romulo.

Can you let me know if you're using the File Provider version of the Dropbox app or not?

Also, what's your macOS version and your Dropbox app version?

You'll see the latter by hovering over the Dropbox icon in your menu bar.

I'm using the versions:
Mac Os Sequoia 15.3
Dropbox v. 228.4.5567

And what about the File Provider version of the app? Is it the one you're using or are you using the older version?

If you’re on Dropbox on File Provider, it will say so under Dropbox folder updates in the Sync tab of your Dropbox preferences.

Can you also send us a screenshot of the error you're getting, so we can have a visual?

I'm not using any version of File Provider.

Should I be?

I just installed the Dropbox app on my machine.

Thanks for the update and the screenshot, Romulo.

Regarding the File Provider version, it's not necessary to update to it if you don't want to as the older version of the app will still work. It just offers a deeper integration with macOS and fixes issues related to opening online-only files in third-party apps.

Can you try to quit the Dropbox app and try the same process again to see if the issue persists?

Also, can you make a copy of the file in another location and see if it allows you to open it without any errors?

And lastly, under what circumstances are you able to open files within the Premiere Pro app normally?

Hi @R_RAMOS, just checking to see if you saw our last reply.

If you still have corrupted files in your Dropbox folder, could you help us to help you by providing us with the information we requested.

If your issue has been solved, let us know what worked for you!

"It just provides deeper integration with macOS and fixes issues related to opening online-only files in third-party apps."

This is the problem I'm encountering.

Thanks for the info, in order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.

Support closed my call and didn't give me a chance to explain my problem.

Are you referring to contacting the team via a chat or via email using the 'Submit a request' option?

Yes. My Ticket #25330596