When accessing a file via a shared link, we are getting an error:"Couldn't Load Something went wrong on our end"
with a link to a Download button, but nothing downloads.
Any idea how we can fix this please?Thanks.
Hi, so changing the end of the link to raw=1 worked to display the gif, but it doesn't go to the link in Dropbox, which is what we ideally need.But, my manager is happy with that work around for now.Thank you for your assistance 🙂
Hi there, @CarlsB, and thanks for reaching out to us.
Have you tried opening the link from a different browser or a private browsing window?
Let me know what you find.
Hmm, how large is the file you're trying to access?
Also, can you confirm with the owner that it's still in its location in Dropbox and hasn't been deleted?
The files are all under 5mb and definitely in the same location.I have restarted my pc again today, cleared the cache etc and still getting the same error
If you've ensured that the files the shared links point to haven't been deleted by their owner, could you try another network and let us know if you still get the same results @CarlsB?
Hi, my colleague and I both work remotely from different locations and different networks.
Still getting the same error.Thanks.
Does the file open as normal for the owner, when they try to preview it in their Dropbox, @CarlsB?
When in dropbox the files are there and can be opened normally. It is just when accessing via the link that we get the message. We have cleared the cache, logged in/out etc and still getting the error via the link
Thanks for checking, @CarlsB.
Just as a test, are you able to open the link from a mobile device, while only using cellular data?
Also, what type of file(s) does the link correspond to?
I can open it on my mobile phone.The links are for GIF files.
Hi from me too, @CarlsB! May I suggest asking the owner of the shared link to delete it and create it again? I’d like to see if the issue will persist then.
Do you have any other shared links that throw the same error?
Hi,We have deleted, re-created the links. Even tried them in a new folder.We have 10 links for the same type of files (GIFs)I have tested links for other files/links in dropbox, just seems to be an issue with the GIFs from what I can tell.
Thanks for giving that a go, @CarlsB! Are all GIF files under 100MB in size or 50 megapixels?
You also mentioned in the beginning nothing happens when trying to download them via the shared link. Are you having similar issues on different browsers?
Hi again,these are the files we have the issue with, all under 5MB.
I seem to be able to download some files, even though the error message comes up (tried in Edge as well) but not all.
Hi @CarlsB, could you try forcing the file to render by changing the DL=0 to raw=1 in the shared link as mentioned in these steps?
Hi @CarlsB !I'm Theresa, one of the community managers here at Dropbox. I’m so glad to hear that your issue got sorted out! I couldn’t help but notice the adorable .gif files of dogs being groomed that you’ve included in the thread - how cute! 🥰 I’d love to hear more about how you’re using Dropbox if you’re up for sharing.
