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Error when trying to open or edit MS Office files on the website

JoanMab

I was in the middle of editing a document when suddenly an error occurred, and I could no longer edit it; it suggested I open a new tab to edit the document. When i opened a new tab, I got this error, "Sorry we ran into a problem. Please try again." I kept refreshing with the same document, no dice. Turns out my entire Dropbox of Microsoft Word. docx files won't let me open them anymore, and I get the same error message.

I've cleared my cache, cookies, and search history, and my laptop (MacBook Air) is all up to date. This error literally occurred while I was in the middle of writing, so I know I didn't do anything on my end. What's going on / how do I resolve this issue?

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Error Messages

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Accepted answers

Habubi

The issue has been resolved and Microsoft Office Online is working normally again.

Thanks!

All comments

JONGWON_KIM

I cannot edit Word, Excel, or PowerPoint files on the web.

When I click "Open on Web," a pop-up appears in the Office app for the web as shown below.

Unable to open file

Error: The file could not be found.

The file name may have been changed, or the file may have been moved or deleted.

Give Feedback to Microsoft

What is the problem?

We are currently unable to collaborate.

Aali81

I can't edite excel file online
This issue started today

Aali81

Unable to Open the File

We couldn't find the file you wanted.

It's possible the file was renamed, moved, or deleted.

Hannah

Hey @JoanMab, @JONGWON_KIM and @Aali81 for reporting this.

We're currently looking into this, but in the meantime, can you all try to open and edit your files using a different browser or a private browsing (incognito) window and let me know if it helps?

Thanks in advance!

Aali81

I've tried private browsing/firefox and Edge

same issue

hibinyru

Same problem too. need fix

Saulius1414

I have the same problem on different computers and different web browsers.

Tried on windows and mac OS.

Tried on Brave, Google Chrome and Edge.

Private browsing and normal browsing the situation is the same.

jds1970

I have the same problem and tried everything. Nothing works. The situation is the same. I was two hours trying to fix this with the AI help, and nothing worked.

Frank N

Same problem here. We can open files local, but changes are not uploaded: "upload failed: this file wasn't uploaded because the specified path wasn't found on the server"

Moibibi

Same problem.

AlexIco

We’re seeing the same issue across multiple unrelated Dropbox Business environments.

It looks like a wider problem with the Dropbox for Teams / Microsoft 365 WOPI integration, not Dropbox sync itself.

Temporary workaround for desktop users: in Word/Excel, remove the Dropbox for Teams location and open files from the normal local Dropbox folder in File Explorer instead. You can still edit and save normally, and the Dropbox app will sync the changes. Live co-authoring may not work until the integration issue is resolved.

This worked for me on the local desktop

Dropbox desktop app → Preferences → General → uncheck “Show Dropbox as a save location in Microsoft Office.”

also Dropbox.com → Profile picture / avatar → Settings → Apps → Connected apps → Microsoft 365 / Microsoft Office 365 → Disconnect / Remove.

then i changed to open instead of Excel or word on web to use local app or in Dropbox

JAJIMENEZ

Same Problem. Pls help!!!!

AlexIco

please see my post below

We’re seeing the same issue across multiple unrelated Dropbox Business environments.

It looks like a wider problem with the Dropbox for Teams / Microsoft 365 WOPI integration, not Dropbox sync itself.

Dropbox desktop app → Preferences → General → uncheck “Show Dropbox as a save location in Microsoft Office.”

also Dropbox.com → Profile picture / avatar → Settings → Apps → Connected apps → Microsoft 365 / Microsoft Office 365 → Disconnect / Remove.

Then I changed to open instead of Excel or word on web to use local app or in Dropbox

KaveTheMan

Sam problem here in multiple dropbox environments.

Habubi

Hi Dropbox Team,

I have a Dropbox Basic personal account. Since today, I cannot open any Microsoft Office files using Office Online from Dropbox.

Symptoms:

.xlsx → Excel for the web → “We couldn't find the file you wanted. It's possible the file was renamed, moved or deleted.”
.docx → Word for the web → “Sorry, we ran into a problem. Please try again.”
Multiple different files are affected.

Troubleshooting performed:

Chrome → same issue
Chrome Incognito → same issue
Tested on a different device/mobile network → same issue
Excel for the web works normally when opened directly from Microsoft 365
Dropbox Settings → Default editing apps → Excel for the web
Microsoft Office Online integration was disconnected
Microsoft Office Online was authorized again
The issue persists after re-authorization

This appears to be an issue with the Dropbox → Microsoft Office Online integration, rather than a browser, device, network, or individual file issue.

I found a previous Dropbox Community case where Dropbox engineers confirmed a similar Microsoft Office Online integration issue on their side:
[link to the previous Dropbox Community discussion]

Could you please investigate whether there is currently an issue with the Office Online integration for my Dropbox account?

Thank you.

Frank N

Issue seems resolved, it is working again for us.

Moibibi

It is ok now.

Hannah

Thanks everyone, for bringing this to our attention.

Can you all check if the issue is resolved for you?

Habubi

The issue has been resolved and Microsoft Office Online is working normally again.

Thanks!

Hannah

Thanks for confirming, @Habubi, I'm really glad to hear that!

If you come across any other issues, let us know!