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Unable to open docx file on Dropbox preview page so I cannot see what the comments are referring to

I shared a .docx file with my collaborators for commenting via Dropbox, and I think they commented using the Dropbox comment function. I am aware of the issue that Dropbox comments on a Word file are only visible on the website and not when the file is opened via the desktop app. However, my issue is that now the docx file does not open in the Dropbox website viewer, and I can only see the comments, but not which line they are referring to. The page just says '.docx files are supported but something went wrong'. When I download the file or open it in Word for the web, I cannot see any of the comments. Is there any solution to this?

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Comments

Jay

Hi @trueocean, thanks for bringing this to our attention.

Does the Word document have any macros, scripts or special items/features in it that might not be supported by the Dropbox previewer?

How large is the file when viewing the size on the site?

This will help me to assist further!

trueocean

Hi @Jay. Thank you for the reply!

The file size is only 6 MB, but it has EndNote and Zotero macros. Maybe that one is causing the problem? I am also not able to download the file as a PDF from the previewer. I there any workaround for this?

Thanks!

Jay

If the document has complex macros or other such items, it can prevent the Dropbox Preview page from loading. There wouldn't be any workaround for this, since the document would be too complex for it to load correctly.

Are you referring to converting the file as a PDF using these steps?

trueocean

I tried opening another file, which has the same macros, and I can preview it and convert it to PDF using the steps you mentioned. But these steps don't work for the first file. I can see the comments on the side panel, but I don't know if there is any way to know which line they are pointing towards without the preview loading.

Hannah

Hey @trueocean, are you seeing the same error, when trying to preview the file from a different browser or a private browsing window?

trueocean

Hi @Hannah. Yes, I tried a different browser and private windows in both browsers, but get the same error.

Walter

Thanks for clarifying that for us @trueocean

Could you send us a screenshot of the screen you get stuck on, so that we can have a visual too?

trueocean

Hi @Walter, here is the screenshot.

Walter

Thanks for the screenshot @trueocean - much appreciated!

Could you try creating a copy of the file to the same location and let us know if you get the same results?

If you're using the Dropbox mobile app as well, are you able to open it there with no issues?

Also, were you able to preview the file on the website at some point in the past?

trueocean

Hi @Walter!

I tried making a copy, but it displays the same error and will not open either. Same with the mobile app. I was able to preview the file about a week or two ago.

Walter

And was that before or after adding the macros you mentioned @trueocean?

trueocean

@Walter , it was after the Macros. I didn't change anything in the file recently. The Macros were added before I sent the file to my collaborators and I could see the text and which line they had commented on until a couple of weeks ago.

JohnnyDogman

Hi trueocean, here are some steps you can try to resolve the issue:

Refresh the Page:
Clear Browser Cache:

Clear your browser’s cache and cookies, then attempt to open the file again in the Dropbox preview.

Try a Different Browser:

Switch to a different web browser (like Chrome, Firefox, or Edge) to see if the issue persists.

Download the File:

Since you're unable to view comments in the web viewer, download the .docx file to your computer. Open it in Microsoft Word to see if the comments appear there. Ensure you're using the desktop version of Word.

Check for Updates:

Make sure your web browser and any software you're using to open the file are updated to the latest versions.

Access Comments via Dropbox:

If you can’t see the comments in the Word document, try accessing the comments directly through Dropbox:
Click on the comment icon on the Dropbox page (if available) to see the comments without needing to open the document.

trueocean

Hi @JohnnyDogman. Thank you for the tips! I tried all of them, but unfortunately, none solved the problem.

As for the last one, I can see the comments on Dropbox but not what line in the text they are referring to, which makes it difficult for me to edit the document as I have no idea where I should make the changes suggested in the comments.

Walter

Thanks for getting back to us @trueocean

If you've ensured that this isn't caused by a web browser plugin or extension too, may we reach out via email to have a further look internally?

trueocean

Hi @Walter. I've tried opening this in a private browsing window, and other similar documents open in preview, so I think the problem is only with this particular file. If we can solve this via email, it would be great. Thank you!

Walter

Sure thing @trueocean - I've just sent you one, so please have a look at your inbox and we'll take it from there.