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lucidity's avatar
lucidity
Helpful | Level 6
2 years ago

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

  • 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.
  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff

    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's avatar
      lucidity
      Helpful | Level 6

      Hi Hannah

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

      Thanks

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff

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

  • Jay's avatar
    Jay
    Icon for Dropbox Staff rankDropbox Staff

    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's avatar
      lucidity
      Helpful | Level 6

      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's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff

        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?