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Decryption fails running iOS 14.2

Just updated iPhone and iPad to iOS 14.2. Now, trying to open an encrypted file, it tell me "Decryption Failed. Null" If I open with Excel, it works fine. Anyone else having this issue?

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CEBR

I also have success opening an encrypted file within Dropbox after updated 14.4 IOS update. Thanks for everyone's help and input.

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Iaincars

Daphne

I suggest its nothing to do with dropbox. I have the same problem opening a password protected file from my email. Its only been aproblem since I updateded my iphone to 14.2. Detatching the file from email/dropbox etc and then opening it using excel of the iphone works fine.

Stephen_NY

Daphne, your response is not helpful. If you have read the thread here, you can see that this is not about updating DropBox or MS. It is about a compatability issues that is tied to iOS 14.2. It also is not helpful to tell us to set up a ticket with Support because the Basic plan (which we have to pay for) does not allow us to set up a support ticket. It only permits chat and email support. Please, Daphne, get back to us on this thread about whether there can be a fix for this. To tell us each to handle this individually is a cop-out and of no help to those of us with the Basic Plan. It is not an individual issue but a compatability issue between DropBox and the most recent iOS update from Apple.

Iaincars

Stephen I dont think its anything to do with dropbox. I have the same issue with files that have been nowhere near dropbox

Stephen_NY

You are right, Iancars. It clearly seems to be a glitch with iOS 14.2. I just hope that Apple can provide a fix with a new update or that the two companies can coordinate about the problem. Luckily I can still access the password-protected files on DropBox through Word.

Lusil

Hey @Iaincars and @Stephen_NY, thanks for keeping us in the loop and for the additional information.

Generally, for our team to have a better look into this and make sure that we investigate this accordingly for you, the best course of action is to continue via a ticket.

If you would like to do this, we're more than happy to send you one, just give us a shout.

Also, @samker, I moved your post here as your issue echoes what other users on this thread have described.

Have a look around and give me a nudge if you have any questions or you'd like to further troubleshoot.

Thanks everyone!

Stephen_NY

Thanks, Lusil. Please send me a ticket. I can't quite figure out how to do this on the DropBox website.

Lusil

No worries, @Stephen_NY!

I've sent you one, so when you have the chance, just check your inbox and we'll take it from there.

MissMC

Hi
Issue just happened.
I can access all spreadsheets on all other devices.
On iPhone I can only access unprotected excel. The protected ones says failed (null).
Please help :-)

Deacon Art

I am having the same problem on IPhone 11 running IOS 14.2.

Lusil

Hey @MissMC, thanks for checking in.

I moved your post here, where other users have also described this issue.

Have a look around at what is mentioned, and let me know if you'd like to further investigate this with us.

Also, @Deacon Art, I'd be happy to send you a ticket if you haven't gotten in touch with our Support team yet.

Just give me a nudge, thanks!

ltx

Sorry, I really don’t understand why Lusil or Daphne cannot be proactive and submit the trouble ticket themselves to work with Apple to get this resolved. We know it’s a problem. Many of us have described having the same issue, gave the steps to reproduce the issue, and it was reported six days ago. All the information for Dropbox to start investigating is already here.

ltx

Btw, I tried to search how to submit a ticket, but the only thing that came up was viewing ticket history. I don’t see how to submit.

Deacon Art

Just open a ticket and fix it.

Sguaraus

Totally agree with Itx. Looking this like an iOS14.2 related issue, what's the use of opening a ticket with Dropbox support?? With all the issue related info available here from all the Dropbox users, Dropbox should talk directly to Apple in a much more effective way than we single Dropbox user can do.

206SA

Hi, I have same . I have similar problem after update to iOS 14.2. Anybody has found solution?

Iaincars

Yes. I assume you have excel (office 365) also installed on your phone. When you get the null error message select the icon at top righthand side of screen. Its the square with upward arrow. You should then see excel as an option. Select this, enter file password and it works fine. Same for pw protected word files.

bec3116

Me too

tflynn

My situation was the same as JohnK2 experienced

tflynn

I tried an experiment. I put 2 excel spreadsheets on Dropbox. 1 of them I password protected, the other one I didn’t password protect. I was able to open the one that I didn’t password protect, but was unable to open the one that was password protected. I am able to open the password protected one on my computer, but not on my I-phone

Daphne

Thanks for joining us here @bec3116 and @tflynn!

When you have the chance, please check out this post and let me know if you have any trouble with this.

ITGuy

Everyone,

I have found that it matters not the medium from which you download/upload/access the file(s) and/or have the file(s) stored.

We're running into the exact same issue using the Microsoft Teams App on an iPhone with version 14.2.

IOS version 14.2 has caused the issue to not be able to open *passworded* files (Word, Excel, etc.); non-passworded files open fine.

(NOTE: IOS devices prior to version 14.2 still works no matter the medium of download/upload/access).

Chrisl1208

Same issue since I updated my iPhone!

ITGuy

The Excel Workbook will not open if it is passworded. Receive the same "decryption failed <null>" error message.

JohnK2

Excel and Word both work for me. Just Dropbox won't open an encrypted file. So, I click on the "open" button after I get the "Decryption Failed" and it takes me to Microsoft Word or Excel.

ltx

Hello everyone, you will probably get better support from the Apple forums like: https://discussions.apple.com/thread/252020203. Seems like someone was able to open a case for this exact issue from Apple. Another mention saving the file in the older 1997-2003 format works, but I have not tried this.

Hopefully a fix will be made sooner than later. The workaround right now is to install Microsoft Word/Excel apps on your iPhone so that you have the option to open those password protected files from dropbox when decryption fails. An blue “Open” button appears at the bottom of the file and clicking this will take you through to the Word/Excel apps. You will have to enter your password again in the apps, but this will allow you to access the file successfully.

I can assume from reading other posts here that the reason that we cannot open/create a ticket for dropbox to even investigate is because we have a basic plan and dropbox will not help us without a ticket. Thank you all for reporting having the same issue to try and help us make the case even though Dropbox seems to have not taken the next steps to investigate further due to lack of ticket. We did our job reporting it.

marinad515

Hi John. I have the same error message while opening Excel files with my IPhone 11 after installing new updates . How did you fix this problem?

JohnK2

Really don’t know what to tell you. In Excel or Word, I’ve always been able to open encrypted files. My problem, after upgrading to iOS 14.2, I can’t open them in Dropbox, where they are stored. I simply switch to Excel or Word and sign in my password.

NicoQu

Same problem, also with Excel files in Google Drive.
So I think this is a Apple problem.
Hopefully they get this fixed soon :-)

JohnK2

Here's more breaking news for everyone. Just downloaded Big Sur to my Mac and guess what? Dropbox is gone! You have to re-download the Dropbox app, then it works again. I have the feeling that Apple and Dropbox hate each other!

Iaincars

JohnK2 I am not surprised as there have been loads of articles about it not working with the beta version of Big Sur. As with any new o/s, unless I have to I think I will wait for an interim release of Bug Sur before taking the leap.