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User unable to access Dropbox files when using InDesign.

Question or Issue

We are experiencing a problem where a user is unable to access a Dropbox file through Adobe InDesign. The project folder contains two directories — one with the content files and another with the InCopy file. Dropbox shows that all data is fully synced.

However, when the user attempts to open the content folder file directly from Dropbox in Adobe InDesign, the image frame loads but the linked text content does not, and an error message appears

This issue does not occur when the files are downloaded locally. in that case, everything opens correctly. We have already verified that the files are synced and that the user has the necessary permissions.

Could you please confirm whether this is a Dropbox-related issue and advise on how to resolve it?

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Comments

Megan

Hi there, @LampAppSupport, welcome to our Community!

I'm going to need to gather a few more pieces of info and get closer into what is happening.

As a first step, could you clarify with the user about the app's current syncing status and version that they're using along with the device's OS? They can find the version, and syncing status by hovering the mouse over the little Dropbox icon in their task/menu bar next to their WiFi.

While you're at it, could you also confirm where the Dropbox folder is on the device? Are they using the new File Provider or the new Dropbox for Windows update? Feel free to also have a look here for more info about the expected changes.

One more thing: you mentioned that the issue does not occur when the files are downloaded locally. Would you be able to send me a screenshot of the files this is happening with, and the error that the user notices, and clarify if they're currently available offline, or online only?

Keep me posted, and we'll take it from there!

LampAppSupport

Hi Team,

Below are the information provided:

DropBox version - Dropbox 238.4.6075
OS version - Windows 11
Sync status - green

Dropbox folder, it's just inside the Dropbox app that gets downloaded to the Desktop, it's next to the "This PC" section in my File Explorer.

Please find the attached Screenshot.

It has been mentioned that the user is facing this issue with inCopy after the OS updated in October.

Please investigate and help confirm if this is not an issue with DropBox application.

Megan

Hey @LampAppSupport, thanks for the info!

Circling back to two important details here. Can you follow these steps and let me know where the Dropbox folder is located in the device for the user facing the problem?

Also, when you open the Dropbox folder and locate these InDesign files, what icons does the user see next to them, if any?

Lastly, if you quit the Dropbox desktop app, and try to open the project in InDesign while our app is closed, do you still notice the same behavior?

Megan

Hey @LampAppSupport!

Hope things are going smoothly! Just wanted to check if you still need a hand. If all's well, feel free to share what did the trick.

JoKa-23

hello,
i have similar issues. also windows 11
dropbox 240.4.8493
indesign 21.2

indesign says the file is damaged.
openning the file outside of my dropbox everything works fine

Nancy

Hi @JoKa-23! Can you send me one more screenshot showing the syncing status/syncing icon next to the file in question? I’d like to double check whether it’s online-only, or available offline.

Other than that, I'd also like you to quit the Dropbox app and let me know if the issue persists then, as well.

JoKa-23

hello,
here some more screenshots

Nancy

Thanks for the visual! So, it looks like you’re seeing this syncing icon.

Can you right-click on your file next and select the “make available offline" option, if you can see it? If you only see an option to “make it online-only” instead, please select that one and then follow the same steps to make the file available offline again.

Are you able to open it after that?

JoKa-23

the file which dropbox wants to sync is a temporally file from indesign and the problem is not opening the file, the problem is saving the file which seems not possible because dropbox tries to snyc the file. when you open a .indd file indesign allways genrates a temp file with file extension .idlk

Nancy

In this case, one option is to temporarily pause the syncing of the Dropbox app, make your edits, and then resume once you’re done updating your files.

Another workaround is to try “pattern-based ignoring (globbing)” instead, so that you can prevent specific types of files from being synced to your Dropbox app.

Megan

Hey @JoKa-23!

Hope things are going smoothly! Just wanted to check if you still need a hand. If all's well, feel free to share what did the trick.