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Helpful | Level 5

4 years ago

This file cannot be previewed because you are offline

Hi, Since a while, I see this message when trying to view a dropbox link shared by others. I get this on Chrome, on Firefox and on Safari, so this is not a browser specific issue. Here's one exampl...

Dropbox Staff

4 years ago

Hi timbr, there is a possibility that a proxy, VPN, firewall, security software, or even ISP/router issues could be restricting traffic to the following Dropbox domains.

Have you tried using a different network, ISP or using cellular data to see if the file previews?

timbr

Helpful | Level 5

4 years ago

So indeed, as I try to access the dropbox link through VPN, or on another network, there is no problem. So it is something specific to my network (the provider, the router, ...). If you have any ideas where to look first, I'd be happy to hear that.

Hannah
Dropbox Staff
4 years ago
Hey timbr, sorry to jump in here.

You'd now need to find out which security service/app is causing this.

Do you have any of the services Jay mentioned in his previous message? Maybe you can look through their settings, to see which one's the culprit.

Alternatively, you can temporarily disable them one by one, to find out.
timbr
Helpful | Level 5
4 years ago
Hey Hannah,
Out of "proxy, VPN, firewall, security software, or even ISP/router," I can only see the ISP or router causing problems. I have no proxy, no VPN (using a VPN actually solves the problem), no firewall software, nor security software. Since using a VPN solves the problem, does that mean that my router is also not the culprit? Should I then blame the ISP?
fmy
Explorer | Level 4
4 years ago
As of this morning, this is the fate of any file I try to access:
I've done the enabling-cookies thing (I use Chrome); nothing.

I'll try restarting my computer and see what happens.

My guess is that someone in Dropbox made some "improvement" that is the polar opposite of progress. Please unimprove things!
fmy
Explorer | Level 4
4 years ago
Doing a system restart seems to have repaired this glitch. Fingers crossed that it will stick. I find that more and more websites have become prisoners of developer-inflicted glitches--making the Internet and personal computing harder to use with ease. Such is the lot of the 21st century.
Editor-br146SIR-Call
New member | Level 2
3 years ago
Hope you don't mind someone else adding their two cents to this problem... it is still here on 01/24/2023... I just got it when I tried to view the photos I had just moved into a dropbox folder. Rather perplexing since I had just put 20+ photos in!

I read the comments and decided to try something. Was connected directly to the internet through my home Comcast/Xfinity internet when I got this message. So... I started up my VPN, connecting to an out of state location (I'm in California). Presto, chango it all works and I can see the pictures now that dropbox can't see me. Go Figure!

One of the many reasons I don't use dropbox for anything important!
Jay
Dropbox Staff
3 years ago
Hi Editor-br146SIR-Call, if this helped to resolve your issue, then it could indicate that something on your network was preventing the connection to the Dropbox servers.

As you changed your location via VPN, it meant that the files were synced via a different network to Dropbox, so the default network settings are somehow blocking it. Do you have any proxy, firewall, security software, or even ISP/router settings that could be affecting the traffic?
lahaina22
Explorer | Level 3
3 years ago
Hello
I am having this same issue for the past two days and cannot access my files, this is urgent as I have files I normally share with my clients. I've tried the incognito window as per one of your messages and still shows the same way. Can you please help? The chat options is also not working for Dropbox support
Jay
Dropbox Staff
3 years ago
Hi lahaina22, do you have any VPNs on your machine, as in my previous reply?

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I get this on Chrome, on Firefox and on Safari, so this is not a browser specific issue. Here's one exampl...","body@stringLength":"951","rawBody":"

Hi,

Since a while, I see this message when trying to view a dropbox link shared by others. I get this on Chrome, on Firefox and on Safari, so this is not a browser specific issue. Here's one example link where I get this problem. Even clicking download doesn't do anything. This thread on the forum seems to be related to my issue, but the problem seems to always get solved in direct communication with the customer, and no solutions are posted on the forum. When I Google this error message, there are no results, and neither is there any explanation of this specific error message on the dropbox site.

Kind regards,

Tim

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\n
\nHave you tried using a different network, ISP or using cellular data to see if the file previews?","body@stringLength":"591","rawBody":"Hi , there is a possibility that a proxy, VPN, firewall, security software, or even ISP/router issues could be restricting traffic to the following Dropbox domains.
\n
\nHave you tried using a different network, ISP or using cellular data to see if the file previews?","author":{"__ref":"User:user:330248"},"isEscalated":null,"postTime":"2022-01-11T10:37:19.180-08:00","solution":false,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Revision:revision:571121_1":{"__typename":"Revision","id":"revision:571121_1","lastEditTime":"2022-01-17T06:34:25.175-08:00"},"QueryVariables:ReplyList:message:571121:1":{"__typename":"QueryVariables","id":"ReplyList:message:571121:1","value":{"id":"message:571121","sorts":{"postTime":{"direction":"ASC"}},"useAvatar":true,"useAuthorLogin":true,"useAuthorRank":true,"useBody":true,"useKudosCount":true,"useTimeToRead":false,"useMedia":false,"useReadOnlyIcon":false,"useRepliesCount":false,"useSearchSnippet":false,"useAcceptedSolutionButton":true,"useSolvedBadge":false,"useAttachments":false,"attachmentsFirst":5,"useTags":false,"useNodeAncestors":false,"useUserHoverCard":false,"useNodeHoverCard":false,"useModerationStatus":true,"usePreviewSubjectModal":false,"useMessageStatus":true}},"ROOT_MUTATION":{"__typename":"Mutation"},"CachedAsset:text:en_US-components/community/NavbarDropdownToggle-1744039679000":{"__typename":"CachedAsset","id":"text:en_US-components/community/NavbarDropdownToggle-1744039679000","value":{"ariaLabelClosed":"Press the down arrow to open the menu"},"localOverride":false},"CachedAsset:text:en_US-components/customComponent/CustomComponent-1744039679000":{"__typename":"CachedAsset","id":"text:en_US-components/customComponent/CustomComponent-1744039679000","value":{"errorMessage":"Error rendering component id: {customComponentId}","bannerTitle":"Video provider requires cookies to play the video. 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This file cannot be previewed because you are offline","moderationData":{"__ref":"ModerationData:moderation_data:571244"},"body":"Hey timbr, sorry to jump in here.
\n
\nYou'd now need to find out which security service/app is causing this.
\n
\nDo you have any of the services Jay mentioned in his previous message? Maybe you can look through their settings, to see which one's the culprit.
\n
\nAlternatively, you can temporarily disable them one by one, to find out.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2022-01-17T17:40:50.361-08:00","lastPublishTime":"2022-01-17T17:40:50.361-08:00","metrics":{"__typename":"MessageMetrics","views":13503},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001012/message:568717/message:571244","repliesCount":7,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:571689":{"__typename":"ModerationData","id":"moderation_data:571689","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":"member"},"ForumReplyMessage:message:571689":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:1507030"},"id":"message:571689","revisionNum":1,"uid":571689,"depth":10,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"parent":{"__ref":"ForumReplyMessage:message:571244"},"conversation":{"__ref":"Conversation:conversation:568717"},"subject":"Re: This file cannot be previewed because you are offline","moderationData":{"__ref":"ModerationData:moderation_data:571689"},"body":"

Hey Hannah,

Out of \"proxy, VPN, firewall, security software, or even ISP/router,\" I can only see the ISP or router causing problems. I have no proxy, no VPN (using a VPN actually solves the problem), no firewall software, nor security software. Since using a VPN solves the problem, does that mean that my router is also not the culprit? Should I then blame the ISP?

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":1,"postTime":"2022-01-19T10:21:44.415-08:00","lastPublishTime":"2022-01-19T10:21:44.415-08:00","metrics":{"__typename":"MessageMetrics","views":2883},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001012/message:568717/message:571689","repliesCount":2,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:1525528":{"__typename":"User","id":"user:1525528","uid":1525528,"login":"fmy","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2022-03-11T09:25:39.397-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-10.svg?time=0"},"rank":{"__ref":"Rank:rank:45"},"entityType":"USER","eventPath":"community:mxpez29397/user:1525528"},"ModerationData:moderation_data:583027":{"__typename":"ModerationData","id":"moderation_data:583027","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":"member"},"ForumReplyMessage:message:583027":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:1525528"},"id":"message:583027","revisionNum":1,"uid":583027,"depth":11,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"parent":{"__ref":"ForumReplyMessage:message:571689"},"conversation":{"__ref":"Conversation:conversation:568717"},"subject":"Re: This file cannot be previewed because you are offline","moderationData":{"__ref":"ModerationData:moderation_data:583027"},"body":"

As of this morning, this is the fate of any file I try to access:

I've done the enabling-cookies thing (I use Chrome); nothing.

I'll try restarting my computer and see what happens.

My guess is that someone in Dropbox made some \"improvement\" that is the polar opposite of progress. Please unimprove things!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"228","kudosSumWeight":1,"postTime":"2022-03-11T09:29:11.562-08:00","lastPublishTime":"2022-03-11T09:29:11.562-08:00","metrics":{"__typename":"MessageMetrics","views":2819},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001012/message:568717/message:583027","repliesCount":1,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:583043":{"__typename":"ModerationData","id":"moderation_data:583043","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":"member"},"ForumReplyMessage:message:583043":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:1525528"},"id":"message:583043","revisionNum":1,"uid":583043,"depth":12,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"parent":{"__ref":"ForumReplyMessage:message:583027"},"conversation":{"__ref":"Conversation:conversation:568717"},"subject":"Re: This file cannot be previewed because you are offline","moderationData":{"__ref":"ModerationData:moderation_data:583043"},"body":"

Doing a system restart seems to have repaired this glitch. Fingers crossed that it will stick. I find that more and more websites have become prisoners of developer-inflicted glitches--making the Internet and personal computing harder to use with ease. Such is the lot of the 21st century.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2022-03-11T10:11:45.577-08:00","lastPublishTime":"2022-03-11T10:11:45.577-08:00","metrics":{"__typename":"MessageMetrics","views":2813},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001012/message:568717/message:583043","repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:1611945":{"__typename":"User","id":"user:1611945","uid":1611945,"login":"Editor-br146SIR-Call","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2023-01-24T15:02:59.649-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/m_assets/avatars/default/avatar-11.svg?time=0"},"rank":{"__ref":"Rank:rank:47"},"entityType":"USER","eventPath":"community:mxpez29397/user:1611945"},"ModerationData:moderation_data:653645":{"__typename":"ModerationData","id":"moderation_data:653645","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":"member"},"ForumReplyMessage:message:653645":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:1611945"},"id":"message:653645","revisionNum":1,"uid":653645,"depth":10,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"parent":{"__ref":"ForumReplyMessage:message:571244"},"conversation":{"__ref":"Conversation:conversation:568717"},"subject":"Re: This file cannot be previewed because you are offline","moderationData":{"__ref":"ModerationData:moderation_data:653645"},"body":"

Hope you don't mind someone else adding their two cents to this problem... it is still here on 01/24/2023... I just got it when I tried to view the photos I had just moved into a dropbox folder. Rather perplexing since I had just put 20+ photos in!

I read the comments and decided to try something. Was connected directly to the internet through my home Comcast/Xfinity internet when I got this message. So... I started up my VPN, connecting to an out of state location (I'm in California). Presto, chango it all works and I can see the pictures now that dropbox can't see me. Go Figure!

One of the many reasons I don't use dropbox for anything important!

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":2,"postTime":"2023-01-24T15:08:31.700-08:00","lastPublishTime":"2023-01-24T15:08:31.700-08:00","metrics":{"__typename":"MessageMetrics","views":1643},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001012/message:568717/message:653645","repliesCount":1,"readOnly":true,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:653769":{"__typename":"ModerationData","id":"moderation_data:653769","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:653769":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:330248"},"id":"message:653769","revisionNum":1,"uid":653769,"depth":11,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001012"},"parent":{"__ref":"ForumReplyMessage:message:653645"},"conversation":{"__ref":"Conversation:conversation:568717"},"subject":"Re: This file cannot be previewed because you are offline","moderationData":{"__ref":"ModerationData:moderation_data:653769"},"body":"

Hi Editor-br146SIR-Call, if this helped to resolve your issue, then it could indicate that something on your network was preventing the connection to the Dropbox servers.

As you changed your location via VPN, it meant that the files were synced via a different network to Dropbox, so the default network settings are somehow blocking it. Do you have any proxy, firewall, security software, or even ISP/router settings that could be affecting the traffic?

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Hello

I am having this same issue for the past two days and cannot access my files, this is urgent as I have files I normally share with my clients. I've tried the incognito window as per one of your messages and still shows the same way. Can you please help? The chat options is also not working for Dropbox support

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Hi lahaina22, do you have any VPNs on your machine, as in my previous reply?

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