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Page isn't loading when opening a file in "Excel for the web" on Safari

Hi - I'm hoping someone can help me. We've been using dropbox for a while and it's been going swimmingly, but in the recent few months there has been a change. When I open an excel document it used to open in 'Excel for the web' and was easily editable, but recently it's stopped loading properly.

I'm trying to open it using Safari browser (my friend who is using Microsoft software isn't having the same issue), and now instead of the file loading it looks like this, but never loads:

Can anyone help? I've restarted my computer and installed any updates.

Many thanks.

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Hannah

Hey @Vetsiplops, thanks for bringing this to our attention.

Really helpful screenshot, too.

Can you try to open the same files from a different browser like Google Chrome or Firefox, to see if you get a different behavior?

Let me know what you find!

Vetsiplops

Hi Hannah.

Thanks so much for responding! I've downloaded google chrome onto my laptop and it seems to open fine in that, but this isn't really a solution for me.

I'd much rather remove chrome and continue using safari, as it seems a bit ridiculous to have a different web browser just to make my dropbox documents work. Do you know whether this is a temporary issue, or something that can be fixed? Surely I'm not the only dropbox person trying to open excel files on an Apple product?

Many thanks for your help.

Walter

Hey @Vetsiplops - did you make sure that this is not caused by a plugin or an extension by testing it out on a private browsing window of Safari?

Also, are you running the most up to date version of your web browser(s)?

Vetsiplops

Hi Walter.

I have checked that there are no outstanding updates, so I'm pretty sure I'm running the most up to date version of safari.

I looked up how to open a private window in safari and tried and got the same problem as originally, but here's a screen shot incase that's helpful:

Thanks again for your help.

Walter

Thanks for the screenshot and the additional information too @Vetsiplops

I'm not sure if that would make a change, but have you tried disconnecting the Excel for web integration from your account's connected apps tab and re-connecting it anew?

Vetsiplops

Hi Walter.

I've tried going into the connected apps tab, but can't see a disconnect and reconnect option.

Am I in the right place?

(if it's easier to talk to me I'm on [Removed as per Community Guidelines])

Jay

HI @Vetsiplops, on that page in the section labelled 'View Dropbox content', do you see any of the Microsoft apps in order to disconnect them, like in this image below?

htamm

Hi @Vetsiplops,

I have a similar issue, have you been able to fix it following on the microsoft office online disconnect?

Thx

Walter

Hey @htamm - sorry to hear about this. Could you elaborate on the issue you're having so that we can assist further? Have you tried any troubleshooting steps so far?

htamm

Thx @Walter - i've tried everything for the past few days, just did the msft online office disconnect, but still excel loading in a doom loop

Walter

Which web browsers have you tried so far @htamm?

If you get the same results on an incognito window with no extensions or plugins running, could you send us a screenshot of the error (loop) so that we can have a visual too?

htamm

Safari

Walter

Does it happen with other browsers too @htamm?

Is it affecting all of your Excel files, some or just this one? How large is the file exactly?

Also, are you able to download and open it locally on your device(s)?

htamm

any thought @Walter

Megan

Hey @htamm let me jump in here too!

Did you have the chance to review Walter's latest reply?

Have you tried a different browser, by any chance? Also do you notice this behavior with a specific Excel file, or all of them?

If you could let us know the exact size of the file, that'd be great too.

htamm

Thx @Megan & @Walter

it affects any excel files, even trying to create a new one. I can open, create and save word files and powerpoint - problem specific to excel.

Everything works through chrome but not my default browser.

Thx

Megan

Hey @htamm, it sounds like this is a browser-specific issue.

I’d also suggest restoring your browser to its default settings and disabling any browser plugins. The issue you're experiencing may be the result of a security setting or a plugin that you have installed on your browser.

Also, make sure that you've updated Safari.

htamm

Hi @Megan , thx for your help, have checked and restored my browser but excel still not opening... any other suggestion?

thx

Megan

I see, thanks for checking anyways @htamm!

Can I send you an email, in order for us to have a closer look into this?

htamm

Absolutely @Megan

Nancy

Hey @htamm! Sorry for jumping in.

I’ve just sent you an email, so please reply to it and we’ll check this further. Talk to you soon!

OmerJ

Im having exactly the same issue and loading error on Safari. Works perfectly in chrome. Did anyone find a solution to this?