Forum Discussion

dleigh73's avatar
dleigh73
Explorer | Level 3
2 years ago
Solved

This file cannot be previewed because you are offline

Why can't I see the documents I received?
Error Messages
Preview
Share
View
  • Megan's avatar
    Megan
    2 years ago

    Hi dleigh73, I see.

     

    However those security walls could in some cases be interfering with the way you preview the shared link. And it would help us narrow down the cause, if you could try to disable them, and then check if the link previews the way it should. 

Megan's avatar
Megan
Icon for Dropbox Staff rankDropbox Staff
2 years ago

Hi dleigh73, are you the only one that has access to this link?

 

If not, does it work for other people as it should be?

dleigh73's avatar
dleigh73
Explorer | Level 3
2 years ago

Don't know. I'm the only person here who should be able to access it.

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hi dleigh73, do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

  • dleigh73's avatar
    dleigh73
    Explorer | Level 3
    2 years ago

    We do have a firewall and security software but I don't think they would block access. I'm not getting anything from them stating that it is being blocked.

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hi dleigh73, I see.

     

    However those security walls could in some cases be interfering with the way you preview the shared link. And it would help us narrow down the cause, if you could try to disable them, and then check if the link previews the way it should. 

  • dleigh73's avatar
    dleigh73
    Explorer | Level 3
    2 years ago

    I can't disable our companies firewall or security settings. 

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey dleigh73, sorry to jump in here, but would it be OK if we reached out via email to  investigate a bit further internally at this point?

  • dleigh73's avatar
    dleigh73
    Explorer | Level 3
    2 years ago

    Thanks for the help but I was able to get our IT dept access the docs and download them for me.

About View, download, and export

Need support with viewing, downloading, and exporting files and folders from your Dropbox account? Find help from the Dropbox Community.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!