Hello,
On the mobile app “ONLYOFFICE Documents” version 5.5.0, I can’t open the cloud documents located in my ONLYOFFICE Personnal account while I can access the entire cloud file list. When i try to open on of the cloud document, the file loading page rotates indefinitely.
I already try ton uninstall and reinstall
In advance, thank you for your help
Hello @Julio
We just have checked android app and Personal, all things run smoothly.
Could you please reproduce the situation and record a videofile? Also let us know exact OS and name of your device.
Also please try to re-run the test with different network (for example, different wi-fi network).
Hi,
The bug occur every time with any file of the cloud only. I try with several network (wifi and mobile data) and the bug always occur.
Attached is the video.
OS is Android 7.0
Device used is a Samsung mobile : SM-A510F
Cordially
Thank you for the videofile!
Could you please run a test? Please log out and remove your Personal account from the mobile app > after that re-connect to Personal one more time. Will the situation change?
Hello,
Sorry for the late reply.
I tried several times but the situation is always the same.
What else could I try to solve this problem ?
In advance, thank you for your answer.
Hello @Julio
Recently we’ve released v.5.5.2. Could you please update your app and double-check the issue?
We are looking forward to your reply.
Hello @Alexandre
I update my mobile App to V 5.5.2 but the bugg is still there.
Then I Delete my personnal account from de the App and I reconnect but the problem is still here.
Could you please run a test? Please update your mobile browser to the latest version (and\or install Google Chrome browser to your device). Please try to open your Personal via mobile browser. Please let us know the result.
Hello @Alexander
It only works one my mobile brother. And it also works when i download the file and open it in the app Onlyoffice Documents.
In the maintime I have changed my mobile but the problem is the same.
The app Onlyoffice Documents can’t open files in the cloud even if i see them.
OS is Android 8.0
Device used is a Samsung mobile : SM-A520F
Hello @Julio
In the maintime I have changed my mobile but the problem is the same.
The app Onlyoffice Documents can’t open files in the cloud even if i see them.
OS is Android 8.0
Device used is a Samsung mobile : SM-A520F
What is version of mobile browser on the new device? Could you please open Personal via mobile browser? Will the issue reproduce via mobile browser?
The browser version of Firefox is n°109.1.1.
There is no problem to open Personnal via mobile browser. I can acces and edit file in mobile browser but not via Onlyoffice Documents App.
Thank you for your update, we are checking the situation.
Hello @Julio
Thank you for valuable data! We added a bug to internal tracksystem (internal number - 60875).
We have started working on it.
Update:
Would you mind running a test? Please go to your device settings and check updates > install all available system updates and re-check the situation.
Hello,
I checked and my system and it’s up to date but it still doesn’t work 
Thank you, I will update this thread when we have something to share.
I am having the same issue! I managed to connect the onlyoffice cloud to Google easily and without incident, but I am never able to open even a simple .docx file and always encounter this error:
Here is a link to a screen recording too: error - download failed (when opening files from Google drive)
