Can't Close A File

[Ryan A]

Can anyone help?  Myself and 2 colleagues are not able to close a page/document once previewing, we have to restart dropbox every time.  Can anyone please advise?

[Jay]

Hi @Ryan A, thanks for bringing this to our attention.

Could you clarify what you mean about closing a file, or what error you're getting?

Any other info or screenshots would be helpful!

[Ryan A]

Hi,

When we open a file to preview it, we then hit the "X" to close the preview to get back into the folder, it will not close and remains on the preview and then the page becomes unresponsive.  This happens on all our devices both in our offices and at home on separate devices.

[Nancy]

@Ryan A, is this happening when previewing a specific file, or all files, in general?

Have you also tested this on different browsers/via incognito mode?

[saima1412]

One thing you can try is clearing your browser cache and cookies. This can often help resolve issues with web-based applications like Dropbox. Another thing to check is if there are any pending software updates for your web browser. Updating to the latest version can sometimes help fix issues with web-based applications. If neither of these solutions work, you can try reaching out to Dropbox support for further assistance. They may be able to provide more specific troubleshooting steps based on your particular issue.

[Chic PR - Sam]

We are having the same issue at my organisation. It seems to be limited to chrome only and we cannot close any files without the window going non responsive. This is affecting the entire team andmaking it nearly impossible for us to work.

[Megan]

Hi @Chic PR - Sam, welcome to our Community! 

You mentioned that this happens with Chrome specifically. 

Would it be possible for you to check if Chrome is using any plug-ins, or restore it back to its default settings, and let us know how it goes? 

Keep me posted, and we'll take it from there!

[Chic PR - Sam]

The only plugin active is an adblocker which I have tried pausing on the site, but it has not made any difference. We are experiencing the same issues on Safari, but not on Firefox.

[Hannah C]

Hi all, 

Chiming in here and apologies for the inconvenience this has caused.

We found an issue that may have caused the issues described in this thread. We have fixed the  root cause - could you check that you are able to successfully preview files now?

Thank you!

[Chic PR - Sam]

Hi Hannah,

It had fixed it briefly when I checked last night but now the same issue is back again.