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Changed password on Excel file, now I get Decryption Failed error on latest iOS

Hi everyone.

This is with the latest version of iOS. I have an existing Excel File that is encrypted with a password. It works fine with Dropbox. I change the password and save it, and now I get the error Decryption Failed when I open it on the iPhone with the password. The worksheet works fine on PC. I've even tried changing the password back to the old one and it still doesn't work.

Is there some encryption setting in Excel that may be affecting this? I am using Office Professional 2019.

Thank you.

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Comments

Walter

Hey @eas9898 - thanks for bringing this to our attention.

Just to make sure we're on the same page, can you walk me through the exact steps you take to do this and send us a screenshot of the exact error you're getting?

Thank you!

eas9898

Thanks for replying.

So the steps are simple:

1 - Open Excel (PC)

2 - Go to Info -> Protect Workbook -> Encrypt with Password

3 - Put the new password, and then save the workbook.

That's it. I do this directly in the Dropbox folder on the PC, it gets copied to the iPhone, and there is where I have the problem.

I'm happy to provide anything else needed.

Thanks.

Walter

Thanks for the additional details there @eas9898 - most appreciated.

Can you also send me a screenshot of what you get when you try to open the file on your iPhone? Also, am I correct to assume that you're trying to preview this file through the Dropbox mobile app on your iPhone?

eas9898

I open the file using the Dropbox app on my iPhone as follows (note: the name of the file is not "original.xlsx" but that's how it always shows even when it's working):

Hannah

Thanks for the update and the screenshots, @eas9898.

If you save the file from Dropbox to your device, can you open it from there?

How about other password protected files? Do all of them give you this error?

eas9898

If you save the file from Dropbox to your device, can you open it from there?

I'm not sure what you mean here? The file is opened read-only, and I cannot modify it or save it.

I have other password protected Excel files in the folder that open fine. It's only this one case where I had changed the password.

In trying to test further, I find that I can create a NEW password protected Excel file, and COPY the tabs from the other file, and save to Dropbox, and it WILL work in iOS. So, I thought maybe it's just the changing of the password that was be the problem.. But I also tested that, and the new file still works even with a changed password. So no go there.

So, I don't know what the problem is at this point. But my workaround was that -- create a NEW password protected file and copy the tabs from the old one and just use that one. I am happy to continue to help troubleshoot this issue with you guys if you want, as I have 10 other files I would like to change the password on, but at least I have a (laborious) workaround if needed.

Megan

Hey @eas9898!

It seems that this behavior might not be Dropbox related, and could be linked to Microsoft, however let's check a couple more things here.

I'd like to ask if you're using the Excel standalone app, or the Microsoft Office app, when you try to open your files. I did some research and the latter seems to be preferable.

Also, it might sound trivial but have you made sure that both Dropbox and your Excel apps are all up-to-date?

Lastly, can you try to open the file via the Files app on your device, and see if the behavior remains the same?

eas9898

Hello,

I am using the Windows Excel standalone .exe.

Everything is up to date.

I can open the file on the iPhone with the iOS Excel app.

Now, I have tested in a different way -- if I CHANGE from one password to another, it fails in Dropbox. However, if I REMOVE the password, Save, and then ADD the new password, it works. So, something weird is happening on the change of password.

Hope that helps.

Megan

Hey @eas9898!

Based on the info you've provided and some research that I did on my end, it seems this isn't something caused directly from Dropbox.

More specifically it seems this is a common issue for iOS products. You can see more about this here.

Unfortunately I'm not sure what could be causing this, but I think it's great that you've located a workaround.

In any case if you need something else, please let me know and I will be more than happy to help every step of the way.