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File syncing error causing password decryption failure on Excel file

Patricia_lkrt

Hello Dropbox Support Team,

I am experiencing a critical issue with one of my important Excel files named "LKRT.xlsx", which has been securely stored in my Dropbox folder for years. This file is password-protected, and I have been using the exact same password for years without any issues. However, after the recent automatic synchronization, both Microsoft Excel and other office applications suddenly prompt an "Incorrect Password" error. I am the sole owner of this file, no one else has access to it, and there is no "Conflicted Copy" in my folder. I have also tried restoring previous versions via Dropbox Web Version History, but all recent versions now reject the password. It seems like a synchronization glitch or metadata corruption occurred during the last cloud sync, which corrupted the file's internal encryption header. Could you please help check this file from your server side? Is it possible to recover or roll back the file to a completely healthy state from a few days ago before this sync anomaly happened?

Thank you very much for your assistance.

Best regards,
Patricia

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Walter

Hey @Patricia_lkrt - sorry to hear you're having issues with this.

Just to make sure we're on the same page, can you send us a couple of screenshots of the exact error(s) you're getting when trying to open this file both locally on your devices and on the website as well?

Thanks!

Patricia_lkrt

error message file.pdf

Hi Walter,

Thank you for the quick response. I have attached a PDF file containing both screenshots of the exact errors I get when trying to open the file locally on Excel desktop and when attempting to import it.

Walter

I see, thanks for the screenshots @Patricia_lkrt - much appreciated.

Can you also let me know the Dropbox desktop app's exact status and version as shown in your menu bar?

Also, have you ensured that your Excel app is up to date?

If you're using an international keyboard, have you tried switching languages and trying the password again?

Patricia_lkrt

Hi Walter,

1. My Dropbox desktop app version is 271.4.4292 and the status shows "your files are up to date".
2. Yes, my Microsoft Excel app is fully up-to-date.
3. I am using a standard US keyboard layout. I have tried typing the password in Notepad first to ensure every character is correct and then pasted it into Excel, but it still shows the incorrect password error.

Thank you for your continued help!

Walter

Thanks for the additional information, Patricia. Do you get the same error when you try to open this file with the Dropbox desktop app completely closed?

Patricia_lkrt

Hi Walter,

Yes, I still get the exact same "incorrect password" error even when the Dropbox desktop app is completely closed.

Please let me know what the next steps are to check this from the server side. Thank you!

Walter

Does it also happen if you download the file from the website and open it locally on your computer?

Patricia_lkrt

Hi Walter,

Yes, it also happens if I download the file directly from the Dropbox website and try to open it locally on my computer. The incorrect password error still pops up.

Walter

I see, thanks for clarifying that for me, Patricia. When you mentioned the recent automatic synchronization, were you referring to the Dropbox desktop app syncing your changes or something else?

Do you remember when was the last time you were able to successfully open this file and navigate the file's version history around that time to restore that version and see if the password works as normal?

If it doesn't, you might need to reach out to Microsoft about this.

Patricia_lkrt

Hi Walter,

Good news! The Excel file successfully opened with my password today without any more errors. It seems the issue has resolved itself.

Thank you so much for your time, quick responses, and amazing support throughout this process!

Best regards,
Patricia

Jay

Hi @Patricia_lkrt, thanks for your message.

I'm glad to hear that you're able to access your Excel file without any issues.

If there's anything else we can assist with, feel free to reply back here!