Child Item

IPad App - Offline Excel files won’t open without internet connection

Hi there, when I click an offline excel (or any MS file) in the iPad Dropbox app, I get an error saying ‘Can’t open Excel’ and that I can view the preview of the file but not open/edit it.

Is there some setting I need to change in Dropbox or Excel to access offline files (Other than make them offline in DB)

Thanks,

Chris

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Third Party Integrations

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Comments

Jay

Hi @Chris956, thanks for bringing this to our attention.

What iOS version are you running on your device?

Likewise, could you confirm the versions of the Dropbox mobile app and the Excel app on the iPad?

This will help me to assist further!

Chris956

Hi there.

IOS 16.4.1

Dropbox is 332.2

Excel 2.73

Jay

Could you try offlining a file first to see if it then opens in the Excel app when you go to edit it?

Chris956

Ok, so I created a new test Excel file

Opened DropBox

It was already marked with a green tick

Opened Excel, clicked on it and got the No Network Connection error..

Jay

If the file is opening normally on the Dropbox app, but not the Excel app, it could indicate that Excel isn't trying to download the file for some reason.

Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

Chris956

Hi, thanks for your help btw!

It won't open in either dropbox or Excel if the iPad is not connected to Wifi. I get this:

Jay

Could you attach a screenshot of the error you're getting in the Dropbox app when you're not connected to WiFi and you're trying to preview (not edit) the offlined file?

Chris956

This is the error message I get:

Chris956

This may help more:

Jay

Could you try these steps, namely opening the file in Excel when there is a WiFi connection first?

Afterwards, when you go offline, you should be able to edit the file.

Chris956

Unfortunately that doesn't work either. I've tried it on both iPad and iPhone.

If I open 1 file with WiFi, then turn off wifi and open the file again, it works. If I open 4 files on WiFi then try each again with no WifI they won't open.

Chris

Jay

If you're not on a Dropbox Basic plan with more than 3 devices connected, could you try uninstalling the app, rebooting the device, and re-installing it to see if this helps?

Chris956

Gah nope. Did as described, deleted, restarted, readded, opened the files at least once then turned off connection and when I tap open in Excel in instantly tell me I need an internet connection.

Walter

Thanks for the additional information and sorry to jump in @Chris956

May we reach out via email to have a further look internally at this point?

Chris956

Yes for sure.

Hannah

Hey @Chris956, I just sent you an email and we'll continue there!

AL43

Did you find any resolution for this issue? String doesn’t show any…I have the same issue. Very frustrating.

Nancy

Sorry to hear the same thing’s happening for you, @AL43.

Can you attach a screenshot of what you see here? I’ll take a look for you.

Chris956

No, I keep coming back and trying again, but no joy. If I find a solution I’ll post here.