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Error message when trying to open Google Docs created in Dropbox

Good afternoon!

Many members of our team have recently started getting 404 error messages when we try and open documents in Dropbox desktop. We have started using Google docs and we weren't sure if that was affecting anything but the documents we are trying to open exist in the files so we aren't sure why it's happening. Additionally, when we try to attach a document in Gmail from Dropbox, it says the attachment cannot be attached and the file size is 0. Does anyone have any insight into why these things are happening and have any fixes?

Thank you!

Amanda

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Mark

Have you set the files to Smart Sync so they are not on your device @areedREVEL ?

areedREVEL

Hey Mark,

I don't specifically have Smart Sync turned on in my settings, but others on my team do for theirs. We are all consistently getting that error message but it's only when we try to open Google Docs created in Dropbox.

Thanks!

Amanda

Hannah

Hey @areedREVEL, thanks for bringing this to our attention.

Are you seeing this issue only when using our desktop app? How about our website?

areedREVEL

Hey Hannah,

I may have misspoke - the error is happening when we log in on the Dropbox website from a browser. My office uses Mac computers and we use Chrome as our browser.

Thanks!

Amanda

Hannah

Thanks for the update, Amanda, no worries!

Have you tried this from a different browser or an incognito window, to see if you get a different behavior?

areedREVEL

It's mainly just when we are attempting to open Google Docs in Dropbox but any other files open up fine regardless of the browser. Is this issue because of Chrome or do you think there is some setting that we need to adjust on our end. It started happening when we first started creating and saving Google Docs in our Dropbox and tried to open it from the Dropbox using the Browser. If we user our Finder or Smart Window to open the doc, it opens just fine. Any thoughts?

Hannah

Thanks for keeping us updated on this, Amanda!

Can you clarify one more thing with me?

Are you still getting the 404 error message, or is Chrome crashing completely when you try to open the docs?

areedREVEL

Hi Hannah,

We are just getting the error message, no browser crashing as this point.

Thanks!

Amanda

Nancy

Hi Amanda, and sorry for jumping in.

Do you mind sending over a screenshot of the error message you keep receiving, so that I can have a visual?

Also, if you open an incognito window on your Chrome browser, and try to access your Google Docs via https://www.dropbox.com/home, do you see the same exact error?

Keep me posted!

areedREVEL

Hey there! Here's an image of the error message we keep getting:

Error Message screen

The same person opened the incognito window and still got the same error message unfortunately.

Nancy

Thanks for the screenshot, @areedREVEL!

Can you take one more step with me and clear your browser’s cache, if you haven’t tried this already? Does your browser have any pending updates that need to be performed, by any chance?

Also, just to clarify, have you tested this via another browser, except Chrome?

areedREVEL

Hey Nancy,

I did attempt on a different browser and got the same error message, see below. I also cleared my browser cache and also got the error message again. Is there a preferred browser to use outside of Chrome?

Safari browser

Thank you!

Amanda

Walter

Hey @areedREVEL, sorry to jump in, but would it be OK if we reach out via email to have a further look internally?

areedREVEL

Absolutely! My email address is [removed per the Community's Guidelines] - thanks!

Walter

Thanks for that @areedREVEL - I've just sent you an email so please have a look at your inbox and we'll take it from there.

nikkilewis

Good afternoon everyone,

We have been experiencing an issue in DropBox Business with Google Documents. We could previously open, create, edit, and share Google Documents without problems. Right before Christmas, we would get the following error whenever we open shared or created a Google Document in DropBox we receive Error 404. In order to open the existing document, we have to change it into a PDF to open that file.

Is there a way to resolve this issue?

Hannah

Hey @nikkilewis, thanks for bringing this to our attention.

Is this happening to all team members or just specific ones?

And are you seeing the same error, when trying from other browsers or a private browsing window too?

A screenshot of the error would definitely be helpful, if you can send us one as well.

Thanks!

nikkilewis

Hi Hannah,

Thank you for responding. This issue is happening to all users. Below is a screenshot of the error that they are receiving:

Screenshot 2022-12-15 at 11.51.47 AM.png

Hannah

Thanks for that, Nikki!

Did you have a chance to try from a different browser or a private browsing window?

Can you also clear this browser's cache, to see if that helps at all?

nikkilewis

Yes, we did the incognito window, safari and firefox. Chrome is our default browser

Megan

Hi @nikkilewis, does this happen with all your Google docs, or just some of them?

Also, are you accessing these files directly from your account, or through a shared link?

AdrianaR

This is also happening with our organization. Same timing (mid-December) Is there a posted update for this? Or is it being discussed in another thread? All browsers, even after clearing cache. Happening with shared links. Thanks.

Walter

Hey @AdrianaR, sorry to hear you're having issues with this.

Can you please clarify if this happens with just a specific file or if it's affecting all of your files?

Also, when you say it's happening with shared links, can you clarify if people are getting errors when trying to access those files or links via a logged in state?

If you could also clarify if you're all part of the same Dropbox for Business teams account or if you're using individual accounts, I'd appreciate it.

nikkilewis

Hi Megan,

Yes with all Goovle Docs in Dropbox. This would include newlt created documents saved as Google Docs.

Hannah

Hey @nikkilewis, thanks for letting us know.

Can we send you an email, so we can look into this a bit more closely?

nikkilewis

Sure.

Nancy

Hi @nikkilewis, sorry for jumping in.

I just logged a ticket for you in our system. Please reply back to me, when you’ve got some free time.

Thanks!

nikkilewis

Hi Nancy!

I definitely have some free time now if you want to meet up

AdrianaR

Our org already opened ticket with DropBox support. So I'm assuming they'll resolve with our team.

Hannah

Glad to hear that, @AdrianaR!

If you have the ticket number for the communication, forward it here, so we can look it up in our system as well.

Thanks!