Files Not Downloading With Double Click

Hey @simonellery, thanks for posting and happy Monday!

Sometimes, when a file is very large and your internet connection isn't that good at the moment, the file won't be instantly downloaded with a double-click.

The workaround for this, is what you're already doing (right click> Smart sync> local).

Can you check your internet connection to make sure everything is okay?

Does this also happen with really small files?

Keep me posted.

Thanks for this hannah. Hmm some files are less than 1mb. We have a great fibre internet coenction.

Thanks for the update here!

So, what do you see when you double click on a file? Do you get any error messages?

If so, can you also send me a screenshot, so I can check it out?

It seems to be miraculously working now haha. Thanks for your help 🙂

Haha, perfect, I'm really happy to hear that!

If you need anything else, make sure to give us a shout! 🙂

daisuke_adachi

Hi there,

I am having a similar issue. When I double-click the file that is not local in the dropbox folder, I cannot open it. The symptom varies across file types, but here is a screenshot for the case when I try to open a csv file in Microsoft excel: It tries to get access grant, and when I click on Grant Access, I get the error message saying it cannot be accessed. Is there any fix on this issue?

Best,
Daisuke

Screenshot 2021-09-24 at 16.19.12.png Screenshot 2021-09-24 at 16.20.10.png

daisuke_adachi

To follow up, a more simple example would be when I try to open a txt file. Here is the screenshot of the folder (so that you see that the file is in the crowd instead of local) and the error message.

Thanks! Screenshot 2021-09-24 at 16.29.11.png

rbdginc

Having the same issue here. Uninstalled/reinstalled the app, restarted, etc. No luck. Worked great for over a year. Working on an iMac Catalina OS.

cgravelm

I have the same issue. I have two dropbox (one personal and one business through work) that I have installed on two computers (iMac at work, and MacBook at home). Double-clicking to download smart sync files works on my laptop, but not on my work computer. I also get an error message saying that I do not have permission to open the file. Both computers have Big Sur 11.6.

tanaudel

I'm having the same problem. I'm on a MacBook Pro with Monterey. ANY file that's not stored locally I have to right click on and make local in order to open it. Even if it's small and the connection is great.

sprocket003

I also am having the same issue! When I double click a file that's in the cloud the Finder says "The file couldn't be opened." I'm on Monterey 12.0.1 on an M1.

Walter

Hi all!

For anyone affected by this, could you please try the steps outlined here and let me know if you notice any difference?

Nope, does nothing.

Walter

Sorry to hear that @simonellery.

May I reach out via email to have a further look internally?

Sure thing 🙂

tanaudel

That seems to have worked, thank you.

Walter

I just sent you an email to have a further look internally @simonellery - whenever you get the chance, please have a look at your inbox and we'll take it from there.

@tanaudel - glad to hear this worked for you!

cleberdecampos

I work on a team of 7 people, in which 5 people have issues with smart sync.

I am one of the 2 where Smart sync behaves as expected: when you double click an online only file, it opens instantly.
I use 3 computers and 2 Dropbox accounts (the business and the personal), and for me, it works as expected in all of them (Big Sur and Catalina OS systems. 2 computers connected by cable, one laptop by wi-fi. 2 of the computers are from the company, therefore with more security issues, one is a personal laptop).

My other colleagues need to right click and select "local" before opening a file (they are using company macbooks and imacs).

If they try to double click it, they will get an error message. (attached)

Screenshot 2022-04-01 at 11.56.30.png

This becomes incredibly annoying when working with Indesign documents that have hundreds of links inside.

My colleagues need to go file by file clicking to make local (or make huge project folders (50gb plus) available local.

We already contacted Dropbox support and the suggestion was to reinstall the app, then they closed the ticket.

The IT department of our studio also tried all sorts of troubleshooting without success.

we did all of these:

logout dropbox, restart, login dropbox
uninstall old dropbox with app cleaner
install new dropbox
tweak configurations of dropbox (activate and desativate extensions on mac permissions)
uninstall indesign
install older version of indesign

install most recent version of indesign

none of these steps solved anything.

I read most of the posts on the forum with similar issues but couldn't find anything that worked.

status on bar is all files up to date.

can anybody help us with this incredibly annoying issue.

thanks

Megan

Hi @cleberdecampos, let's see what we can find on this!

You mentioned that you've contacted our support team in regards to this. Would you mind sharing the ticket number with me, so I can locate it on our system?

Let me know!

cleberdecampos

Hi Megan,

ticket #16245290 on the name of Natalia.

Thanks!

Cleber

Megan

Thank you for sending over your ticket number, @cleberdecampos!

I was able to locate it in our system, and I can see that you're working with Corey in order to resolve this.

Trust to know that I passed your comments too, and he'll get back to you as soon as possible, in order to see what you can find on this and how resolve it.

If you need anything else, I'm one post away.

Jonathan Drury

I'm having the same issue--has the fix been identified yet?

I am having this same issue. The link goes to a generic Q&A page. Can you please resend the exact link?

Hey @WiseGrasshopper, thanks for reaching out to us.

Quite a few things have changed since this thread was last active, so can you please clarify your issue?

Are you not able to download online-only files with a double-click?

Is your computer using the updated version of Dropbox for macOS on File Provider?

I am not able to download online-only files with a double-click. I am running Dropbox Desktop App on Surface Studio 2 laptop running Windows 11. All updates are active.

Jay

Hi @WiseGrasshopper, what happens exactly when you doubleclick a file in Explorer? Does the syncing icon on the file change? Are there any attempted downloads by the Dropbox desktop application?

How large is the file you're trying to open?

The issue is happening with all file types - attached are screenshot examples of a word file <30kb. I need to right click and make offline for it to show on my computer. Otherwise I get a "file is corrupt" error when double clicking it. Once offline, it opens fine. Important note: when i click on the dropbox icon in my taskbar in bottom right and my files/account info pops up - there is a message that says: "Dropbox is experiencing some issues. Before opening online-only files and folders, right-click and choose Make available offline". How do I remove this problem as its taking a lot of time to individually select the file each time and make it offline.

Dropbox 4.png dropbox 3.jpg dropbox 2.jpg Dropbox 1.png

Megan

Hi @WiseGrasshopper, awesome job on the screenshots, thanks for that!

Could you also hover your mouse over your little Dropbox icon, the one next to your WiFi, and let me know what the status of the app states, along with its version?

If I were you, I'd also try to uninstall the app, then re-install it again.