Excel for iPad cannot upload/sync changes to the Dropbox app and "Save a copy" creates a 0-byte file

Question

We are experiencing an issue where changes made to Excel files stored in Dropbox cannot be uploaded/synchronized from Excel for iPad. The same issue is occurring simultaneously at multiple remote locations.

Here is what we have observed:

The issue is occurring simultaneously at multiple independent locations.

All locations are using Excel for iPad.

The affected Excel files still exist in Dropbox.

The iPads can display the latest edits that have not yet been synchronized to Dropbox.

When trying to save the changes, Excel for iPad displays the message: "There was a problem and we couldn't upload your changes."

Excel then offers the option "Save a copy."

However, using "Save a copy" does not create a valid file. Instead, a 0-byte file is created.

After this operation, the previously unsynchronized changes may no longer be available on the iPad.

The issue is still occurring at this time.

Because the same issue is occurring simultaneously at multiple remote locations, we suspect that this may be related to the synchronization/upload process between Dropbox and Excel for iPad, or possibly a Dropbox-side/API issue, rather than corruption of individual Excel files.

Has anyone experienced the same issue recently? Is this a known issue or an ongoing incident?

We are particularly concerned about data loss because some iPads still contain unsynchronized changes. If anyone knows of a safe way to preserve or recover these changes, we would greatly appreciate your advice.

For now, we are avoiding repeated attempts to use "Save a copy" on the affected files in order to prevent further loss of unsynchronized data.

Walter · Answer

Thanks for the additional information @kobushi - most appreciated.

Can you please confirm that all of the affected users are running the most up to date version of the Dropbox mobile app, the Microsoft Excel app and their device's OS?

Also, are you all part of the same Dropbox for teams account or are you all using individual Dropbox accounts?

Do you get the same results if you try to do this on the website directly by the way?

kobushi · Answer

All Dropbox app versions were 480.2.2.

The generation of a file via the "Save a copy" function is an action performed within the Excel app itself, not by the Dropbox app.

Regarding the behavior when saving changes to a location outside of Dropbox, I would need to ask staff on-site to verify this, but due to various circumstances, it is difficult to carry out such a test.

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Hannah · Answer

Thanks for checking that, @kobushi.

To be honest, if this all happens within the Excel app instead of the Dropbox app, there's a chance that this might have to do with Excel rather than Dropbox, but we'll definitely get to the bottom of it.

Which version of the Dropbox app are all these devices using? This can be seen in the Dropbox app by tapping on "account" > gear icon > app version.

Regarding the 0-byte files that get created after tapping the "save a copy" option, do these get created and then saved within the Dropbox app?

Have you had issues saving changes to files that are not in your Dropbox account? Meaning, if you create an Excel file and save it on the device, are you having any issues? Hopefully, this is something you can test out.

Lastly, if you could send me a full screenshot of the "There was a problem and we couldn't upload your changes." error, I'd really appreciate it.