Some customers who use Dropbox, or other cloud storage providers, have experienced an issue where the files they are trying to import are grayed out, and they are unable to select or download the files.
This is usually because they have accessed the cloud storage provider from the app’s Case Selection screen, which is where you select a Case File to open it. This is not where you select files to import. The cloud storage providers are listed in the Locations sidebar on the left, but tapping on these buttons is not how you download and import files.
To download files from a cloud storage provider you need to open a Case File first, and from inside the case press the Plus button at the bottom left, then choose Import Documents. From the window that pops up you then navigate to the cloud storage provider to select and download the files.