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? 

[trueocean]

Hi @Walter! 

I tried making a copy, but it displays the same error and will not open either. Same with the mobile app. I was able to preview the file about a week or two ago. 

[Walter]

And was that before or after adding the macros you mentioned @trueocean? 

[trueocean]

@Walter , it was after the Macros. I didn't change anything in the file recently. The Macros were added before I sent the file to my collaborators and I could see the text and which line they had commented on until a couple of weeks ago.

[JohnnyDogman]

Hi trueocean, here are some steps you can try to resolve the issue:

1. Refresh the Page:
2. Clear Browser Cache:
• Clear your browser’s cache and cookies, then attempt to open the file again in the Dropbox preview.
3. Try a Different Browser:
• Switch to a different web browser (like Chrome, Firefox, or Edge) to see if the issue persists.
4. Download the File:
• Since you're unable to view comments in the web viewer, download the .docx file to your computer. Open it in Microsoft Word to see if the comments appear there. Ensure you're using the desktop version of Word.
5. Check for Updates:
• Make sure your web browser and any software you're using to open the file are updated to the latest versions.
6. Access Comments via Dropbox:
• If you can’t see the comments in the Word document, try accessing the comments directly through Dropbox:
• Click on the comment icon on the Dropbox page (if available) to see the comments without needing to open the document.

[trueocean]

Hi @JohnnyDogman. Thank you for the tips! I tried all of them, but unfortunately, none solved the problem.

As for the last one, I can see the comments on Dropbox but not what line in the text they are referring to, which makes it difficult for me to edit the document as I have no idea where I should make the changes suggested in the comments. 

[Walter]

Thanks for getting back to us @trueocean 

If you've ensured that this isn't caused by a web browser plugin or extension too, may we reach out via email to have a further look internally? 

[trueocean]

Hi @Walter. I've tried opening this in a private browsing window, and other similar documents open in preview, so I think the problem is only with this particular file. If we can solve this via email, it would be great. Thank you!

[Walter]

Sure thing @trueocean - I've just sent you one, so please have a look at your inbox and we'll take it from there.