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".pdf files are supported but something went wrong"

Hello, i'm having the same issue. This is only happening in one office. If i try to open the same link in another office, it opens. This affects all pdf files. I can open all other sites. I've compared the ip settings and the dns settings are the same. Incognito mode makes no difference.

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Nancy

@gbeca, are you having issues with accessing any other Dropbox web pages, or is this only happening when previewing PDF files? Does the error appear with any other types of files?

I’d also like to know the average size of the PDF files you’re previewing.

Finally, you mention using a link. Did someone else send you a shared link to those files you can't preview?

gbeca

Other Dropbox web pages open up fine, this is only happening when previewing PDF files. No other issues with other type of files. The average size of the PDF files are under 2 kb. I've tried it with links created by me and other users.

Jay

Hi @gbeca, for a PDF file, 2 KB in size is extremely small, could you confirm that this is the right size? If so, do larger PDF files around 1 MB or more preview normally?

If you download the PDF files, do they preview on your computer directly?

gbeca

The PDF files and links are good as I can open them from other location.

gbeca

If I download the PDF files, they do preview on the computer.

Jay

Could you clarify what you mean when you say that you can open them from another location? Do you mean using a different computer or browser?

gbeca

I can use the same links on different computers located in other offices and they work.

Jay

Do other browsers on that machine work?

Have you tried disabling all browser extensions as well to see if this helps?

gbeca

The links are not working from any browser. Yes, i have tried disabling all browser extensions.

Megan

Hi @gbeca!

Would you mind sending over a screenshot of the error message you get on your end, in order for us to have a visual?

Have you also tried previewing them from an incognito tab on your browser?

bacarruth

They are small in size - kb. I think because they are corrupted.

gbeca

Incognito mode makes no difference.

Nancy

@bacarruth, so, if I get this right, the files can’t be previewed on the Dropbox website, and they can’t be opened after being downloaded either. Correct?

Were these files shared with you or were they personal files that you had saved on Dropbox?

If you have the mobile app downloaded on your mobile device, can you export them there too and let me know if they throw the same error?

Thanks for the screenshot, @gbeca! When was the last time you were able to preview this specific file on your Dropbox account? Was it previewing at first?

If this shared link was sent to you by another user, can they check if it previews on their end?

gbeca

We are not able to preview the PDF files. We can download them and then open them. We have tried personal files and shared files.
Mobile app has no issues.

Nancy

One last question, @gbeca; I know it's a long shot, but have you also cleared the cache of the default web browser on your computer?

If this doesn't make a difference either, I'll check what else we can try next.

gbeca

Yes, we have cleared the cache and it makes no difference.

bacarruth

I can't access these on any devices or on the web. I scanned them myself from my scanner, and I usually look at the scans right after I scan because I know after I scan, I will likely shred the documents. Part of my physical paper purge project.

Nancy

@gbeca, since you mentioned the issue basically occurs when the shared link is opened at a specific office, can you check your device(s) there and make sure they all have the exact same configuration and permissions as the office(s) where you don’t have this issue?

@bacarruth, do you remember how long ago you were able to open these files normally on Dropbox? I’m wondering if you see an option to restore an older version of these files this way.

gbeca

The configuration and permissions should be the same. I've compared the IP addresses, dhcp settings, dns settings. All looks good.

Megan

Hey @gbeca!

I'd like for us to try one more thing, please.

I'd like for you to try to open the same link from your mobile device, while connected to the same network. Can you give it a go?

gbeca

The cell phone is connected to the company wifi and is able to open the link.

Megan

Hey @gbeca, based on everything you described it sounds like a network issue to me.

It could also be device-specific. In any case, I'd suggest that you check with your IT team -if you have one available- to ensure there are no additional restrictions in place.