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I can no longer open my Microsoft files via my Android mobile app. They throw all sorts of errors.

Please help, I am in a HUGE panic. As of this morning, my Android Microsoft mobile apps no longer open my more than 1000 Dropbox files. I cannot save a newly created Microsoft file to Dropbox either.

I have always been able to open and save my Dropbox files in the Android Microsoft apps (i.e., Microsoft Word, Excel , etc) on my Pixel 8.

I can no longer open files. Here's the message I get when I try to open a Dropbox file from within Microsoft Word: "Can't open file. [file name] is stored in an unsupported server location."

If I try to open a file from within Dropbox, I get an error message that reads, "Can't complete task. Something went wrong. Please try again."

I was initially able to open files within M365 Copilot, but I just started receiving the same message and I can't view any of my files.

When I tried to connect a different Dropbox account, I received a message that said, "Access blocked: dropbox's request does not comply with Google's policies."

Please note that the apps are all updated. I also uninstalled and reinstalled the apps in addition to restarting my phone. Furthermore, my Pixel device is properly linked to my Dropbox account

PLEASE HELP!!

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Nancy

Welcome back to our forum, @KathyMc4.

Can you please try this and this suggestion and let me know if they help?

If they don’t, feel free to send me a couple of screenshots of what you see on your end, and we’ll check this further.

Keep me updated.

KathyMc4

I tried both to no avail. When I tried to add Dropbox to word, I received the message "Can't complete task."

Logging in using email and password instead of through my Google account didn't work either. While I was able to successfully log in, I received the same error message as before.

I should mention that this problem only occurs on my Pixel phone and not on my Mac

Walter

Thanks for the update on this @KathyMc4 - much appreciated.

Could you also send us a screenshot of the error(s) you're getting so that we can have a visual too?

Apart from that, what is your device's OS version and the version of the Dropbox app and the Microsoft apps you're using?

KathyMc4

I have a pixel 8 pro running android version 15. I have Dropbox Plus 418.2.2. Microsoft Word version is version 16.0.18623.20090
com.microsoft.office.word

I don't see a place here to add photos. What is the best way to send screenshots to you?

Walter

If you're on a mobile device, you might need to request the desktop version of the page through your web browser for the button to show up @KathyMc4

It should look like this:

KathyMc4

My toolbar does not look like yours...there are no icons to include pictures. Here's what I see:

B I Bulleted list Numbered list " {;} stopwatch icon Cancel Reply

I'm sorry, I feel like I'm missing something; however, those are my only choices.

KathyMc4

Toolbar is the same on the Chrome webpage on my phone and on my Mac. I tried to send you links to the screenshots in my Dropbox, but this page said "Content not published. Your post contains invalid HTML. Remove the following invalid tags before publishing: a, a (class), a (data-saferedirecturl)"

Hannah

Hey @KathyMc4, if you're having trouble attaching the screenshot, you can also send us a shared link to the screenshot.

KathyMc4

Yes, I tried to do that (see my last post). Or do you mean there's another way?

Sorry, it will only let me send one at a time

Hannah

Thanks for the links, Kathy!

I removed them to avoid unnecessary traffic on your account, since this is a public forum and posted the screenshots for our convenience.

Can you let me know if you're able to open and edit your Office files in your account on dropbox.com?

KathyMc4

I can open files from within Dropbox, but I cannot edit them. I have the "open with" option, but the file fails to open in a Microsoft app.

KathyMc4

I can open, but not edit

KathyMc4

I'm able to open Office files directly from Dropbox, but they cannot be edited .

I responded to a Dropbox support email from Melanie, but thought it might also be helpful to others to summarize it here:

Regarding suggestions made by Melanie from Dropbox support...

Files limit. The document that I have been testing is in a folder with 17 other files (well short of the 1000 limit)
Account Connection. Dropbox was added as a place in Microsoft Word . I am properly logged into Dropbox
File types. The files that I have been testing are docx
Google Policies. I don't see phone setting permissions within Microsoft Word for Dropbox and vice versa (screenshots included in email).
All reinstalled apps are up to date.

Jay

Thanks for the update, @KathyMc4, the support agent would be able to continue troubleshooting this matter via email with the additional information you have provided them.

jobysoisson

I am having exactly the same problem on my Android. Uninstalled and re-installed both Word and Dropbox, signed into Dropbox using name and password. I open Dropbox, click docx file can read it but when "Open in" and select Word I get "Can't open file" "sorry, file name is stored in an unsupported server location".

Nancy

Hey @jobysoisson! Can you also clarify how you signed back in to your Microsoft Word app? Are you connected with the same email address as the one you’ve linked to your Dropbox mobile app?

jobysoisson

Same email address for Dropbox and Word. Different passwords, however.

jobysoisson

Different passwords

Nancy

Thanks for clarifying! Is this also happening with your Excel files?

As the next step, I’d like you to unlink and re-link your Dropbox account to your Microsoft app (with the steps provided here). Please also make sure that there's not more than one Dropbox account currently linked there.

KathyMc4

What Dropbox didn't tell me for more than 2 weeks (and what was known all along) is that it's a known problem and that Dropbox does NOT have a fix. There are online tools that let you duplicate your Dropbox files and add them to another cloud like Google drive. Then cancel your Premium Dropbox account if you have one. Not an ideal solution, but at least you won't lose your files.

jobysoisson

Excel files as well.

I tried your suggestions.

Open the Office Mobile app. (Word)
Tap the folder icon. (Lower right hand corner, says "open")
From the list of places, tap and hold Dropbox. (Dropbox icon with my email is shown)
Once you've held your finger on Dropbox for a few seconds, a trash can icon will appear in the top right corner of the screen. Tap the trash can to remove Dropbox from the Office Mobile app. (Held my finger on Dropbox but no trash can icon appeared anywhere on screen,)

jobysoisson

Excel files as well

I couldn't un-link Dropbox. No trashcan can appeared anywhere on screen after holding few several seconds.

Also, note at top of page says 'One or more accounts requires you to sign back in. I have signed in to Dropbox and OneCloud.

Jay

Hi @jobysoisson, thanks for the details. In order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.