Can’t open a .pdf file in a shared link.

[Demir2]

I can’t open a pdf file from a sharedlink (iPhone). But I can view it with my another phone. I have tried many ways. Like logging out and deleting the app, rebooting my phone, logging in with another account. It still says ‘Couldn’t load the file’ with a cat on the background. It is a non downloadable link, just for viewing docs for work. I hope someone can help me.

[Mark]

What OS version / Dropbox version etc. you using?

[Demir2]

Dropbox 380.3.2 and iOS 17.5.1

[Mark]

Is it a particularly large or complex PDF?

[Demir2]

It’s a small file, just 2,3 MB.

[Megan]

Hey @Demir2, let's jump right into this! 

Have you tried using your mobile's browser in order to preview the file there? 

Would you mind sending me a screenshot of the error message you mentioned, in order for me to have a visual? 

Keep me posted! 

[Demir2]

Hey Megan, yes I can view the file with my browser.

I don’t know how to upload a screenshot but I will write it down what dropbox exactly says: ‘Couldn’t load the file, There was an error loading the file.’

[Megan]

So, it seems it's just the app giving you trouble with that, right @Demir2?

Have you tried accessing the app's settings and clearing its cache? Also, is that a shared link that you own? 

[Demir2]

That’s right. I already cleared the cache multiple times. The shared link is not owned by me but by my employer. I can access the link with my another phone. It has an older version: 378.2.6.

[Megan]

Odd indeed @Demir2.

You should be able to click on the camera-like icon when replying back to me, and attaching your screenshot in order for us to have a visual too.

If you have any trouble doing that, make sure you either use a laptop, or request a desktop view of the Dropbox site on your browser.