How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Mike Your Own Question
Mike, Mac Medic
Category: Mac
Satisfied Customers: 8527
Experience:  Over 20 years IT experience with Apple computers in publishing, marketing and design.
Type Your Mac Question Here...
Mike is online now
A new question is answered every 9 seconds

I have received a file for dropbox but it won't open, El

Customer Question

I have received a file for dropbox but it won't open
JA: What OS X (Operating System, e.g. Sierra, El Capitan, Yosemite, etc.) or iOS are you runninng?
Customer: El Capitan
JA: Have you installed any updates recently?
Customer: no, not sure how
JA: What troubleshooting have you tried?
Customer: very little - went to google and asked about upgrade didn't understand
JA: Anything else you want the Mac expert to know before I connect you?
Customer: no
Submitted: 9 months ago.
Category: Mac
Expert:  Dustin replied 9 months ago.

Welcome to, my name is Dustin.
I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.

Expert:  Dustin replied 9 months ago.

Did this file come from a trusted source? Someone you know? And did you know the file was being sent you before it was sent?

Also, what format is the file in?

Also, would you like me to connect to your computer from here and work on the issue directly on screen? If so we can set this up via a secure remote assistance session. That session is guaranteed meaning if I cant help you then you will be entitled to a full refund of all fees.

Otherwise, I can try and assist you via written support alone. Let me know how you'd like to begin.

Dustin S.

Senior Technician and Network Switching Systems Operator / Maintainer.

Customer: replied 9 months ago.
not allowing me remote access
Customer: replied 9 months ago.
it is a trusted source, my husband
Expert:  Dustin replied 9 months ago.

My apologies for the delay.

I tried to accept your request for a secure remote connection ( screen sharing ) and it said payment failed. This sometimes happens if your bank or credit card company blocks the transaction and a quick call to them will usually lift the block

For further information you can call our customer service department.


In the meantime I am sending the remote connection offer back to you to be approved when you are ready.

Expert:  Dustin replied 9 months ago.

If you dont want to try remote support, then I can guide you via written communication.

The file itself in dropbox, what format is the file in?

Customer: replied 9 months ago.
I have given up. Not satisfied. Refund payment. Have gone to bed.
Expert:  Dustin replied 9 months ago.

I understand, Theres no way I can help you with written support, when you did not read or answer my questions, especially the most important one about he file format.

Since you asked for a refund, the link below will be of interest to you.