".pdf files are supported but something went wrong"

[gbeca]

Hello, i'm having the same issue.  This is only happening in one office.  If i try to open the same link in another office, it opens.  This affects all pdf files.  I can open all other sites.  I've compared the ip settings and the dns settings are the same.  Incognito mode makes no difference.

[Megan]

Hi @gbeca!

Would you mind sending over a screenshot of the error message you get on your end, in order for us to have a visual? 

Have you also tried previewing them from an incognito tab on your browser? 

[bacarruth]

They are small in size - kb.  I think because they are corrupted.  

[gbeca]

Incognito mode makes no difference.

[Nancy]

@bacarruth, so, if I get this right, the files can’t be previewed on the Dropbox website, and they can’t be opened after being downloaded either. Correct? 

Were these files shared with you or were they personal files that you had saved on Dropbox? 

If you have the mobile app downloaded on your mobile device, can you export them there too and let me know if they throw the same error?

Thanks for the screenshot, @gbeca! When was the last time you were able to preview this specific file on your Dropbox account? Was it previewing at first? 

If this shared link was sent to you by another user, can they check if it previews on their end?

[gbeca]

We are not able to preview the PDF files.  We can download them and then open them.  We have tried personal files and shared files.  
Mobile app has no issues.

[Nancy]

One last question, @gbeca; I know it's a long shot, but have you also cleared the cache of the default web browser on your computer? 

If this doesn't make a difference either, I'll check what else we can try next.

[gbeca]

Yes, we have cleared the cache and it makes no difference.

[bacarruth]

I can't access these on any devices or on the web.  I scanned them myself from my scanner, and I usually look at the scans right after I scan because I know after I scan, I will likely shred the documents.  Part of my physical paper purge project. 

[Nancy]

@gbeca, since you mentioned the issue basically occurs when the shared link is opened at a specific office, can you check your device(s) there and make sure they all have the exact same configuration and permissions as the office(s) where you don’t have this issue?

@bacarruth, do you remember how long ago you were able to open these files normally on Dropbox? I’m wondering if you see an option to restore an older version of these files this way.

[gbeca]

The configuration and permissions should be the same.  I've compared the IP addresses, dhcp settings, dns settings.  All looks good.