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One user can't open/edit shared Excel files via her desktop app.

Have a user that started having issues with opening shared Excel files 3 days ago. Goes to shared folder clicks to open file it pops up on screen but never allows access. Has a blue circle a if file is still opening. I have uninstalled /reinstalled Dropbox and Office with no luck. I did find yesterday afternoon if I go to task manager and end Dropbox she can then access file. Was sent message this morning of having issue again. Same procedure in task manager and she can ope/edit files.

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Nancy

Welcome to our forum, @knewtoit!

Do you happen to have any screenshots of what she sees on her end exactly? It’d really to have a visual and check this further.

If she’s seeing the blue circle syncing icon next to the file, then it may still be syncing. Feel free to send over a screenshot of that, too.

Can you also clarify the OS version of her computer, as well as the syncing status and app version of the Dropbox app she’s running there?

Keep me posted for more updates.

knewtoit

OS is Win 11 Pro 10.0.26100, Dropbox 219.4.4463, Sync status says Up To Date. Can't get a screen shot at the moment as it's still working after my end task in Task Manager earlier. When it fails again I will add it.

Nancy

No worries, @knewtoit! You can post your screenshot here later.

knewtoit

Worked most of day. Here's what's happening when she tries to open file. Actually displays dialog box wait for program to respond or close program.

Mark

Does it work if the file is downloaded and say opened from the Desktop instead of the Dropbox directory?

knewtoit

Saving to desktop works. I copied and pasted to desktop and when opened all was good. Closed desktop copy and went to Dropbox and opened from there and it fails.

Megan

Hey @knewtoit let me jump in here!

Does this happen with all Excel files, or some of them? What about other Microsoft files like Word (if you have any that you can test it with)?

Also, if you open your Dropbox folder and check the file there, what icon do you see on it? I'm asking, in order for us to check if the file is syncing as available offline, or online-only.