Child Item

Dropbox keeps asking me to install Word even though it’s already installed.

All of a sudden Dropbox tells me to install Word when I try to open my Word document in Dropbox for iPad. I already have Word installed! The only options I have are to tap “Install” (which takes me to the App Store, where Word has already been installed) or “Not Now”, in which case it just takes me back to the main menu. How do I get Dropbox to understand that Word is already installed?

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Mobile

Microsoft Office

Third Party Integrations

Microsoft

New Ideation Status

Closed - Inactive

Accepted answers

Walter

Hi all, I just wanted to mention that we heard back from the team and this should be resolved now.

Let us know if anyone is still having issues with this!

All comments

MDW 123

Same problem here. I cannot use Dropbox like this. Is a refund an option??

Jay

Thanks for the info, @JohnKMcHenry, @MDW 123, could you contact the support team directly in order for them to investigate this matter further?

JohnKMcHenry

Jay,

Thank you, I have submitted to CS.

Thanks for your support!

Regards,

Karl

A Longtime and Happy Dropbox user!

Walter

Hey @JohnKMcHenry - sorry to jump in here, but could you share your ticket ID in order for us to look it up in our system?

Thanks a bunch, Karl!

JohnKMcHenry

Walter,
Ticket #21891774

Regards,
Karl

Megan

Awesome @JohnKMcHenry!

Thank you, I located your ticket, and also passed my comments there. If you need anything else, don't hesitate to let us know!

SandyWilson

The Dropbox / Word problem has corrected itself on my iPad. For now at least.
I wonder if Dropbox had done something to fix this?

Walter

Hi all, I just wanted to mention that we heard back from the team and this should be resolved now.

Let us know if anyone is still having issues with this!

MDW 123

Mine appears to be fixed too

Thank you

Anne waddington

Mine is fixed as well. Thanks to the crew at drop box for addressing the issue!

JohnKMcHenry

Hi,

I just wanted to give you feedback on this issue.
The Excel app issue is fixed for me as well - Dropbox now opens Excel files properly.

However, if a user only has the Microsoft 365 Office unified app (Excel, Word, PowerPoint) installed and not the separate Excel app, it doesn’t open the unified app.

I would say this ticket is closed related to Excel.

A big thank you to the DB team and community members/moderators.

Regards,
Karl

ben_galaxy

Thank you all for your help in this! I'll let you know if it crops up again.

mooerss

Was this ever resolved for Android? See a lot of talk about apple but no android. I have the exact same problem. MS Office 365 installed on android and every time I try to open an encrypted document on DB I get errmsg "file type not supported, couldn't download file. Please try opening in a open in another " and the option to "open with", I click the "Open With" button and select Open with "Microsoft Word" and the next screen I see is I have to install Microsoft Office Word.

I already have MS office 365 installed. I have uninstalled ms office and drop obox and reinstalled both on. problem still there

tia, steve

Mark

Hi @mooerss

What versions are installed? Of Dropbox and Android.

Its important to remember that Office 365 is not Word - the Word that its looking for. Its a totally separate program that contains all of them. There are still quite a few issues across all apps of software not detecting this correct.