Child Item

Dropbox app crashes and won't work with the Microsoft Word app on Android

Dropbox files will not open, except occasionally, in word on my s25ultra phone. Got a message from phone. "dropbox app keeps crashing. put to sleep to avoid excess battery use.' I need to use the dropbox app.

When the docment in dropbox does occasionally open in word after an eternity, then it will not close and you have to clear all active apps to get it too close.

Word works perfectly with my one drive files.

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Mobile

Microsoft Office

Third Party Integrations

Android

New Ideation Status

Closed - Inactive

Comments

Walter

Hi there @david u.4 - thanks for bringing this to our attention.

Can you please clear the Dropbox mobile app's cache and let us know if this persists? To do this:

1. Tap the Dropbox app icon on your Android device.

2. Tap Account (person icon or initials) at the bottom.

3. Tap Settings (gear icon).

4. Tap Clear cache at the bottom.

Once you’ve cleared the cache, log out of the Dropbox app, restart your device, then log back in.

If this doesn't resolve the issue, please let us know so I can troubleshoot further.

Thank you so much David.

Nancy

Hi @david u.4! Did Walter’s suggestion help, or is your Dropbox app still crashing on your Android device?

dluptonmd

Yes. Still crashing. And messages say the app is crashing, using too much battery and asking me to put the app in deep sleep. Feb 12.

dluptonmd

The problem went away for a few days but now is back. ui version 8. android version 16

Hannah

Hey @dluptonmd, I see you replied from a different account, but I'm assuming this is the same person as the OP, is that right?

Have you made sure you have the latest Dropbox app version installed on your device?

Can you uninstall and then reinstall the app to see if it helps?

Also, how much available space do you have on your device (your device storage, not your Dropbox account)?

dluptonmd

There is nothing wrong with my phone. I have plenty of storage left. I've reinstalled the app. Dropbox was updated Jan 29. The latest message says app running in background, eating battery and put app into deep sleep until the app manufacturer fixes the app. I really need you to kick this upstairs and get dropbox to fix the app which is destroying my phone. Thanks.

Jay

HI @dluptonmd, we appreciate the feedback about the Dropbox mobile app.
We take all comments into consideration when improving the Dropbox app.

Please ensure that you update the app when a new version is released to see if this helps with the issue you're experiencing.

dluptonmd

I've been doing this forever to no avail. Actually, the playstore does it automatically. I really need dropbox to look into this and solve the problem. I'm a doctor and when a patient has a problem, I do my best to provide a solution. I don't just tell the patient to take care of it himself.

Megan

Hey @dluptonmd!

I'd love to have a visual of the error you mentioned initially about the Dropbox app crashing. Could you please take a screenshot and send it over to me?

dluptonmd

I sent one already. Check the stream. Thanks.

dluptonmd

Megan

Hey @dluptonmd!

I just sent you an email in order for us to investigate further. Reply back to me and we'll take it from there.

Thanks a bunch!

dluptonmd

I just sent you the email confirming it's me, but sometimes emails to the community come back as undeliverable so I wanted to make sure you knew I responded.

david u.4

Trouble any time I use the app. Somehow I have 2 accounts with the community and I'd like to get rid of one. Please help me with this. A lot of times these emails I send to you come back to me as undeliverable. The other account is something like davidu.4 with an [removed per the Dropbox Community Guidelines] attached, I think.

Hannah

Hey @david u.4, it does look like you have two Dropbox Community profiles, which in turn means two different Dropbox accounts.

You should be able to delete a Community profile, by following these steps:

Click on your avatar at the top right corner of any Community page
Click on "My settings"
Click on "Security & Account" and then on "Close Account".

Before you do anything, though, please make sure you're signed in to the correct Community profile.

My colleague Megan sent you an email to the email address linked to your @dluptonmd profile.

I hope this helps!

dluptonmd

doesn't seem to let me do it. Every time I sign out, and go to sign back in, it just brings back up the same account I signed out of automatically, which I want to delete. Any way, make sure you check my second account for responses, if you don't see a response in the current chain. Thanks.

Hannah

It has to do with the Dropbox account you're signed into, @dluptonmd, but I can confirm that Megan has received your reply (on the ticket) and she'll get back to you the soonest possible.

dluptonmd

I don't know if you received my email because a lot of them after I send are being returned as undeliverable. The s25 is the only device I have period. So we are talking about an Android app here. There are no offline files I have added. The problem started about 9 months ago or a year ago. I forgot if you asked me anything else.

Jay

HI @dluptonmd, thanks for your message.

I can see that you're currently in communication with a support agent via email.

They'll be able to assist you from here on as they have more tools available to them to investigate this matter further.