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Can't open password protected file

One of my files is password protected but when I try to access it via Dropbox.com on my PC I put in my password but it says that it is incorrect. It is not incorrect. I can access the file via my Tablet.

Thank you.

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Jay

Hi @janghell, does this occur on any file, or just this particular file?

Could you create a test Word document with a simple password and see if the issue persists?

janghell

I tried that now. Made a file on my computer and password protected it. Could open it from my computer. When I uploaded the file to dropbox and tried to open the file from chrome browser. I get "wrong password"

Jay

Could you attach a screenshot showing the exact window you're on when entering the password?

sz999

Hi,

Thanks for your reply. I cleared my cache in one browser and it had no effect so I haven’t cleared it in other browsers (I’m concerned about doing that b/c there are some sites that don’t require login that I want to remember me). It also happens in browsers that I don’t think keep caches or cookies (e.g., firefox focus and duck duck go)
At any rate, I’m showing the message I get when I try opening the doc in any browser. (it opens fine when I open it through the app, but there are times I want to access it via the web). Docs and pdfs that don’t require passwords open fine in a browser — this only happens with pw protected docs.

I appreciate any help/ guidance you can offer.

Thank you,

Susan

sz999

Hi, thanks for responding.

Yes, I’ve tried from different browsers and several devices. The doc opens fine through the app, but not if I try to access it through a browser (though other docs and pdfs open fine — it only happens with pw protected files.

Thank you,

Susan

Jay

Have you been able to open password-protected files before recently?

sz999

I’ve been able to open them on a browser in the past, but don’t remember how long it’s been — it could have been quite a while ago.

sz999

Hi,
I think that’s what I pasted below. Do you mean something else? If it helps, these are the steps I take: I go to dropbox.com; sign in; scroll down to desired document; click on it to open it; get asked for a password; enter the password, and then get the error message shown below. As I said this only occurs in a browser (I’ve tried all -safari, firefox, chrome, firefox focus, and duck duck go, with the same results); it isn’t a problem when I use the app, but I’m not always on a device that allows the app (since DB limits this unless you’re a paid subscriber).
Any insight into why browsers are determined to believe that a correct password is incorrect would much appreciated.

Hannah

Sorry to jump in here, @sz999.

If you open the file through its original app and remove the password, are you then able to preview it on our website?

Generally, password protected files cannot be previewed on our website, so you might need to do that to preview them.

You can see more info about this here.

sz999

Hi Hannah,
Thank you, I didn’t realize that. I haven’t removed the password because I know I can open files that aren’t password-protected, but I want to keep this one protected.
I realize you don’t control the policies, but what’s the logic behind not being able to open pw protected files in a browser? If it can’t be done, why does it even ask for the pw (rather than just show a message that says pw protected files are unsupported), and why does it then tell me the pw is wrong? It seems strange to ask for the info, when no pw would be accepted — asking for one and giving an error message implies it’s possible to open a pw file and that either there’s a bug or the user is doing something wrong, which is apparently not the case. Again, I appreciate this info; do you know if there’s a way to communicate with dropbox to let them know how uninformative and confusing the way it works now is? Thank again for explaining why it won’t / can’t work

sz999

also, @janghell would likely find it helpful to read your post, since it explains that this is just how dropbox works, and not an actual problem (except insofar as dropbox should change this functionality, or at least make the messages more informative).

janghell

Strange that it is not possible to open password protected files in browser when it ask for password, and reply that the pasword is wrong....

deb-reyn

I am having this same problem, just started yesterday. I was able to open all password protected files yesterday morning, then by the afternoon I get the error message "the password you entered is incorrect". I know 100% it is correct. I have tried multiple browsers without success.

deb-reyn

I'm having the same problem as of yesterday. Trying to open word docs on my mac that I was able to open the day before but now get an error message saying the password is incorrect. I know for certain that I am entering the correct passwords. I have tried multiple browsers without any luck.

deb-reyn

I have never had a problem accessing password protected word docs on my mac until yesterday, April 20, 2023. I get an error message "incorrect password" for every single document, when I know for certain I am entering the correct password. I tried on both firefox and chrome. No luck on either. This is my job so I have to be able to access these files. Thanks for any help!

Nancy

Hey @deb-reyn! I hope you’re doing well.

As Hannah has mentioned here, it isn’t possible to preview a file on the Dropbox website, as long as it's password-protected.

For more info, you can also check this Help Center article.

deb-reyn

I am not trying to preview the file. I am trying to “open” the file. It keeps saying wrong password but it is the correct password.

JimL from HB

I'm the original poster of this thread. The response from Nancy, the thread moderator, contains the link to the Help Center article that (finally!) answers the question:

Error: This file is password-protected

What happened:

If you're seeing the error message This file is password-protected, the file you’re trying to preview requires a password to view it. Many applications (for example, Microsoft Word or Adobe Photoshop) allow you to set passwords for your files. Dropbox doesn’t support files that are password-protected in other applications, so you won’t be able to preview them.

How to fix it:

If you'd like to preview the file, open the file in its original application and remove the password.

If you'd like to keep the password, download and open the file on your computer or phone to view it.

I tried this from the DropBox web link, and it works fine. Once the file was downloaded to my computer, I was able to open it with the usual password.

Thank you, Nancy, for answering the original question!

Jim

Carlitoxbrown

Hello community, you know I have a problem with the preview of office files when they are protected with a password, they simply do not open, any tips to solve this problem, obviously without having to download the files to open them

Hannah

Hey @Carlitoxbrown, thanks for reaching out.

I'm afraid that Dropbox doesn’t support files that are password-protected in other applications, like Office files.

You'll need to download the file, if you'd like to view it and keep the password protection.

You can read more about this here.

ASample

I have a password protected word document (*.dcox).

It does not want to open in edit mode when accessing via my Mac/Chrome browser.

Should it work?

At present I log in, find the file, click to open, it asks "Enter password to Continue"

Password is not recognised. yet it IS the right password.

I either a) have to download it and use it that way, or b) Open in Word for Web, but that is read only, and cant edit.

Is this correct?

Nancy

Welcome to the Community, @ASample!

Is your document’s password not recognized if you log in to Dropbox via another web browser or even incognito mode?

In case you have other MS files that are password-protected, can you please double check if the same thing happens for them, too?

Let me know what you find.

ASample

Hi Nancy

To test, I have created a brand new password protected *.DOCX file. with a very simple password.

I have tried the following:

- Open via Safari browser - it says the password is incorrect

- Open via Chrome on 2 different macs - it says the password is incorrect

- As the file is the newest file I have uploaded it is viewable via the menu bar on my mac (top of the screen), opening it via here..it says the password is incorrect

- If I open it via my android phone and the dropbox app - It works

- If I open the file direct from my mac hard drive in the drop box folder: It works

- if I open it via the chrome browser in my Android phone - it says the password is incorrect

please advise as this seems very inconsistent.

Thanks

Adam

Hannah

Hey @ASample, thanks for this info.

I moved your post to this relevant thread.

Please make sure to check it out for more info on your issue.

Sam Boffey

Hi,

I am having the exact same issue, I have attempted all the same troubleshooting that you have with this person and would like some more help please.

Thanks ever so much.

Sam

flowace

If you're facing difficulties accessing a password-protected file on Dropbox from your PC, despite entering the correct password, try the following steps.

First, verify the password's accuracy and consider copy-pasting it to eliminate typing errors. Clear your browser's cache and cookies, as well as disabling browser extensions, to rule out browser-related issues.

If the problem persists, attempt a password reset from another device where you can access the file successfully. Additionally, check for two-factor authentication (2FA) and ensure that your browser is up to date.

If the issue persists, temporarily disable security software, and if all else fails, contact Dropbox support for further assistance regarding the specific issue on your PC.