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"This file cannot be previewed because you are offline" when accessing shared link.

Hi,

Since a while, I see this message when trying to view a dropbox link shared by others. I get this on Chrome, on Firefox and on Safari, so this is not a browser specific issue. Here's one example link where I get this problem. Even clicking download doesn't do anything. This thread on the forum seems to be related to my issue, but the problem seems to always get solved in direct communication with the customer, and no solutions are posted on the forum. When I Google this error message, there are no results, and neither is there any explanation of this specific error message on the dropbox site.

Kind regards,

Tim

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Nancy

Thanks for posting here today, @timbr!

I am afraid l can’t open the shared link you have provided, due to security reasons.

Is it possible though to send a screenshot of the exact error you keep receiving on your web account? I’d like to have a look for you.

Please make sure that no personal info is showing on your screenshot, before uploading it to the Community.

Keep me posted!

timbr

Sure, here's a picture. Note also that opening the same link on chrome on my android phone does work.

Screenshot 2022-01-06 at 22.32.07.png

Nancy

That’s interesting, indeed.

Can you take one more step and try to preview this file via an incognito window on your computer instead? Do you still see the same error?

Let me know how it goes!

timbr

Well, I'm not sure if you guys did something behind the scenes, but since posting to this forum, it works again. It hadn't worked for a while, and restarting computer or browser, nor switching to incognito or different browsers had made any difference. Anyway, I'm glad it works again.

Walter

Glad to hear this works again for you and thanks for keeping us in the loop too @timbr

See you around the Community and have a lovely weekend!

timbr

Unfortunately, the issue came back as before. The message comes up on any browser (Chrome, Firefox, Safari), also in incognito in Chrome. Any ideas as to what may be causing this specific error message that I can't find any information about on the internet?

Jay

Hi @timbr, there is a possibility that a proxy, VPN, firewall, security software, or even ISP/router issues could be restricting traffic to the following Dropbox domains.

Have you tried using a different network, ISP or using cellular data to see if the file previews?

timbr

So indeed, as I try to access the dropbox link through VPN, or on another network, there is no problem. So it is something specific to my network (the provider, the router, ...). If you have any ideas where to look first, I'd be happy to hear that.

Hannah

Hey @timbr, sorry to jump in here.

You'd now need to find out which security service/app is causing this.

Do you have any of the services Jay mentioned in his previous message? Maybe you can look through their settings, to see which one's the culprit.

Alternatively, you can temporarily disable them one by one, to find out.

timbr

Hey @Hannah,

Out of "proxy, VPN, firewall, security software, or even ISP/router," I can only see the ISP or router causing problems. I have no proxy, no VPN (using a VPN actually solves the problem), no firewall software, nor security software. Since using a VPN solves the problem, does that mean that my router is also not the culprit? Should I then blame the ISP?

fmy

As of this morning, this is the fate of any file I try to access: Dropbox Nonsense.jpg

I've done the enabling-cookies thing (I use Chrome); nothing.

I'll try restarting my computer and see what happens.

My guess is that someone in Dropbox made some "improvement" that is the polar opposite of progress. Please unimprove things!

fmy

Doing a system restart seems to have repaired this glitch. Fingers crossed that it will stick. I find that more and more websites have become prisoners of developer-inflicted glitches--making the Internet and personal computing harder to use with ease. Such is the lot of the 21st century.

joe1shogun

I had this strange problem with both Firefox and Safari. Right after I preview any video file (we stored only video file in Dropbox), then the next file I will get the message below.

Screenshot 2022-04-19 at 12.04.49 AM.png

Even I hit the same file I got the same message. But then if I refresh the page, everything works again normal but again only once. Everytime when I preview one file, the next thing came up is Couldn't preview this file unless I refresh again. I re-start the computer and same result.

Jay

Hi @joe1shogun, how large is the file you're trying to preview?

Are you currently logged into your account, or are you trying to view this file via a shared link?

joe1shogun

I have been doing the same thing and previewing all the files in Dropbox for at least over one year and never had any problem, so it is not a matter of file size or anything else. I am trying to preview all files in Dropbox and there is no exception. All files I can preview only once, and then I need to refresh otherwise I will get the same message....Cannot preview... with the stup.. guy looking at the teles....

Jay

Is this occurring with any person that accesses the files, in any location or network?

Do you have any proxy, VPN, firewall, security software, or even ISP/router issues could be restricting traffic to the following Dropbox domains?

lindamarea

I am also having the same issue and cannot send the files to my clients.

I've disabled the firewall, the antivirus software, downloaded the app instead of using via the website... nothing and Im getting super desperate.

Megan

Hi @lindamarea, how are you today?

How are you trying to preview content? Do you access using the website, or the app?

Feel free to also send me a screenshot, so I can have visual.

Thanks!

lindamarea

Hi Megan

via both. Screen Shot 2022-06-08 at 3.58.15 pm.png

Megan

Thanks for the screenshot, @lindamarea!

Have you by any chance tried a different WiFi network, just to notice if the behavior will remain the same?

lindamarea

Hi Megan
I haven’t tried a different wifi network because we only have the current one. There’s no reason for this to change my Dropbox settings. I am super discouraged by the fact that m also unable to access phone help.
I have clients waiting on receiving materials and communication with Dropbox to fix this issue is taking days to o or get responses. It’s just not viable as a solution for businesses when there’s no immediate support.

Megan

Thanks for the speedy reply, @lindamarea!

Keep in mind that each account's support depends on the plan you have.

As for the previewing issue, does this affect all of your files, or some of them?

lindamarea

All of them. From video to stills.

Jay

Hi @lindamarea, could you clarify the exact file types you're experiencing this behavior with?

Are you able to click the download button to download and view it locally?

lindamarea

Hi Jay
JPEG and mov files - all files.
I haven’t tried downloading as the problem is my clients receive the above message, as I do, about not being able to preview.

Jay

If youre clients are receiving this issue, then it might be related to their connection somehow.

Could you try downloading the file to see if it does load in a local application to preview it?

aaronlacy

I'm experiencing the same issue with some of my clients as well. It's a dealbreaker for me if this doesn't get resolved I'm going to switch to another service.

Nancy

Hi @aaronlacy, I’m sorry to hear you’re facing the same issue.

Is this happening for all types of files, like other users have mentioned?

Also, does the same issue persist on different browsers/incognito mode?

olutunmbi1

So is there any solution on Dropbox's end. I'm experiencing the same issue. No file will preview, I've applied all suggested remedies, from restart to switching off wifi network, rebooting router, disabling ad blockers, etc to NO AVAIL. This is a very tedious issue to have. I'm begging the Dropbox team to consider looking deeper into this immediately. Additionally, I'm using a paid subscription plan and the hassle is not worth the price point. If there are any remedies you can suggest please drop below!

Walter

Hey @olutunmbi1, sorry to hear you're having issues with this.

Can you please let us know if this persists on other browsers or an incognito window with no browser plugins or extensions running?

If it does, please send us a screenshot of the exact error you're getting so that we can have a visual too.

Thanks!