Unable to open docx file on Dropbox preview page so I cannot see what the comments are referring to

[trueocean]

I shared a .docx file with my collaborators for commenting via Dropbox, and I think they commented using the Dropbox comment function. I am aware of the issue that Dropbox comments on a Word file are only visible on the website and not when the file is opened via the desktop app. However, my issue is that now the docx file does not open in the Dropbox website viewer, and I can only see the comments, but not which line they are referring to. The page just says '.docx files are supported but something went wrong'. When I download the file or open it in Word for the web, I cannot see any of the comments. Is there any solution to this? 

[Jay]

Hi @trueocean, thanks for bringing this to our attention.

Does the Word document have any macros, scripts or special items/features in it that might not be supported by the Dropbox previewer?

How large is the file when viewing the size on the site?

This will help me to assist further!

[trueocean]

Hi @Jay. Thank you for the reply! 

The file size is only 6 MB, but it has EndNote and Zotero macros. Maybe that one is causing the problem? I am also not able to download the file as a PDF from the previewer. I there any workaround for this?

Thanks!

[Jay]

If the document has complex macros or other such items, it can prevent the Dropbox Preview page from loading. There wouldn't be any workaround for this, since the document would be too complex for it to load correctly. 

Are you referring to converting the file as a PDF using these steps?

[trueocean]

I tried opening another file, which has the same macros, and I can preview it and convert it to PDF using the steps you mentioned. But these steps don't work for the first file. I can see the comments on the side panel, but I don't know if there is any way to know which line they are pointing towards without the preview loading. 

[Hannah]

Hey @trueocean, are you seeing the same error, when trying to preview the file from a different browser or a private browsing window?

[trueocean]

Hi @Hannah. Yes, I tried a different browser and private windows in both browsers, but get the same error.

[Walter]

Thanks for clarifying that for us @trueocean 

Could you send us a screenshot of the screen you get stuck on, so that we can have a visual too?

[trueocean]

Hi @Walter, here is the screenshot. 

[Walter]

Thanks for the screenshot @trueocean - much appreciated! 

Could you try creating a copy of the file to the same location and let us know if you get the same results? 

If you're using the Dropbox mobile app as well, are you able to open it there with no issues?

Also, were you able to preview the file on the website at some point  in the past?