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gbeca's avatar
gbeca
Explorer | Level 3
4 months ago

".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's avatar
    Nancy
    Icon for Dropbox Staff rankDropbox Staff
    4 months ago

    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's avatar
      gbeca
      Explorer | Level 3
      4 months ago

      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's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff
        4 months ago

        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?

  • bacarruth's avatar
    bacarruth
    Explorer | Level 3
    4 months ago

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

     

    • gbeca's avatar
      gbeca
      Explorer | Level 3
      4 months ago

      Incognito mode makes no difference.

       

      • Nancy's avatar
        Nancy
        Icon for Dropbox Staff rankDropbox Staff
        4 months ago

        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?

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