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File request link results in blank screen

Anyone else experiencing this problem?

ALL of our file request links result in a blank screen when clicked. It is not a browser issue, as it's been tested across many browsers. I wasn't aware of it until a client advised me of the problem. Dropbox are looking into it, meanwhile this has been ongoing since Tuesday and still no fix.

The copied link shows as [removed], then when entered, changes and inserts _edison https://www.dropbox.com/request_edison/xyz

Thanks in advance

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File Requests

Dropbox Pro

Developer

Accepted answers

lucidity

I resolved the issue by troubleshooting it myself. The issue is with your branding module; if no background colour is set, it results in a blank screen.

All comments

Hannah

Hey @lucidity, thanks for bringing this to our attention.

You mentioned that Dropbox are looking into it; have you reached out to our support team about this?

If so, can you please give us the ticket number, so we can locate it in our system?

Thanks in advance.

lucidity

Hi Hannah

Yes, I've reached out to Dropbox support and there is a ticket open.

Thanks

Hannah

Can you also give us the ticket number, so we can have a look?

lucidity

@Hannahhere you go...

21585485

Jay

Hi @lucidity, thanks for the ticket ID. I can see it's been forwarded to a specialist team who are still investigating this matter.

Once they have any more info they'll respond to your email directly.

In the meantime, as we've not received other users with this same behavior, do you have any anti-virus, security software of any kind that could be affecting links in your browsers or emails you're sending to other users? Do you by any chance have a program called Edison on your systems?

lucidity

Hi Jay

No software installed called Edison. I have stopped the malware protection, then tested and am still getting a blank screen. Others who are not using any antivirus software are also getting the same blank screen.

I am connected to Make that has been creating the file request links. I've tried creating new request links directly in Dropbox and still get the same problem.

Jay

Could you clarify what you mean by 'connected to Make'?

Do you have any browser extensions running that could be amending the URL? Could you try using a different browser, or in incognito mode without any extensions running when creating the link?

lucidity

Hi @Jay

https://www.make.com/en formerly Interromat. There is a webhook on a form on my website that triggers a scenario on Make that creates the file request. It has been working without any issues and still creates the file request, however, no file requests work. Only if I close it, then try to link to it will it show that it doesn’t exist it has been closed. Otherwise, it is a blank screen with a lot of console 403 errors at your end.

Jay

Okay, and just for clarification, creating a file request directly on the Dropbox site in another browser or in incognito mode without any extensions running still results in the same incorrect URL being created, or just a blank page

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

lucidity

Hi @Jay

No browser extensions and tried several different browsers in different machines.

lucidity

Hi @Jay

Just tried creating a file request in a private browser and still got the same problem. No vpn or router restricting Dropbox.

Are you able to see the request link?

Jay

Are you on a work network or personal internet connection? Is it possible to create a file request link from a completely different network connection?

If you have a colleague or friend with a Dropbox account, do they experience the same issue when creating file requests on their own account?

lucidity

Hi @Jay

I’ve tried on several networks including mobile network.

Just logged into another Dropbox account and it creates the the request link and doesn’t add _edison.

There is clearly something wrong with my account.

Jay

Thanks for the input, I'll add these comments onto the support ticket, as I believe at this point it's best for them to investigate further on their end, as it appears to be account-specific.

lucidity

Thanks @Jay

lucidity

I resolved the issue by troubleshooting it myself. The issue is with your branding module; if no background colour is set, it results in a blank screen.

Luke L

Hi @lucidity , sorry for the inconvenience! The issue should have been fixed now. You don't have to have branding to use File Request now.

lucidity

Thank you @Luke L!