Unable to open files stored in the cloud from desktop.

Question

Hi all,

I am experiencing an issue where items stored online are inaccessible. When opening from the local Dropbox folder on my system, the file errors out, suggesting it is corrupt or incomplete. If the file is stored locally, it opens as expected. When I change all items to be Offline-Only, those same files can be opened. It's a bit of a head-scratcher. I did have OneDrive on the system but removed it to rule it out. I have also gone through and reinstalled the Dropbox client several times now, to no avail. Do you have any thoughts?

The system is running windows 10.

Hannah · Answer

Hey @Aaronw, if you've reached out to our support team, do send us the ticket number for your communication, if you have the time.

Thanks!

Aaronw · Answer

Hi Megan,

I have sent files through to enterprise support. So hopefully I'll get the response I need from there.

Megan · Answer

Hi @Aaronw, just a small clarification: online-only are the files stored on the cloud, and available offline are the ones stored locally.

Therefore based on your screenshot, it seems that offline files work without a problem. Can you send me a screenshot of the error you see when you try to open an online-only file?

Also, do you double click on these files, in order to open them?