Hi, Since a while, I see this message when trying to view a dropbox link shared by others. I get this on Chrome, on Firefox and on Safari, so this is not a browser specific issue. Here's one example link where I get this problem. Even clicking download doesn't do anything. This thread on the forum seems to be related to my issue, but the problem seems to always get solved in direct communication with the customer, and no solutions are posted on the forum. When I Google this error message, there are no results, and neither is there any explanation of this specific error message on the dropbox site. Kind regards, Tim

Hope you don't mind someone else adding their two cents to this problem... it is still here on 01/24/2023... I just got it when I tried to view the photos I had just moved into a dropbox folder. Rather perplexing since I had just put 20+ photos in! I read the comments and decided to try something. Was connected directly to the internet through my home Comcast/Xfinity internet when I got this message. So... I started up my VPN, connecting to an out of state location (I'm in California). Presto, chango it all works and I can see the pictures now that dropbox can't see me. Go Figure! One of the many reasons I don't use dropbox for anything important!

Hey Hannah,Out of "proxy, VPN, firewall, security software, or even ISP/router," I can only see the ISP or router causing problems. I have no proxy, no VPN (using a VPN actually solves the problem), no firewall software, nor security software. Since using a VPN solves the problem, does that mean that my router is also not the culprit? Should I then blame the ISP?

As of this morning, this is the fate of any file I try to access: I've done the enabling-cookies thing (I use Chrome); nothing. I'll try restarting my computer and see what happens. My guess is that someone in Dropbox made some "improvement" that is the polar opposite of progress. Please unimprove things!

Hi MeganI haven’t tried a different wifi network because we only have the current one. There’s no reason for this to change my Dropbox settings. I am super discouraged by the fact that m also unable to access phone help.I have clients waiting on receiving materials and communication with Dropbox to fix this issue is taking days to o or get responses. It’s just not viable as a solution for businesses when there’s no immediate support.

I'm experiencing the same issue with some of my clients as well. It's a dealbreaker for me if this doesn't get resolved I'm going to switch to another service.

This file cannot be previewed because you are offline

45 Replies

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Nancy
Dropbox Community Moderator
4 years ago
Thanks for posting here today, timbr!

I am afraid l can’t open the shared link you have provided, due to security reasons.

Is it possible though to send a screenshot of the exact error you keep receiving on your web account? I’d like to have a look for you.

Please make sure that no personal info is showing on your screenshot, before uploading it to the Community.

Keep me posted!
timbr
Helpful | Level 5
4 years ago
Sure, here's a picture. Note also that opening the same link on chrome on my android phone does work.
Nancy
Dropbox Community Moderator
4 years ago
That’s interesting, indeed.

Can you take one more step and try to preview this file via an incognito window on your computer instead? Do you still see the same error?

Let me know how it goes!
timbr
Helpful | Level 5
4 years ago
Well, I'm not sure if you guys did something behind the scenes, but since posting to this forum, it works again. It hadn't worked for a while, and restarting computer or browser, nor switching to incognito or different browsers had made any difference. Anyway, I'm glad it works again.
Walter
Dropbox Community Moderator
4 years ago
Glad to hear this works again for you and thanks for keeping us in the loop too timbr

See you around the Community and have a lovely weekend!
timbr
Helpful | Level 5
4 years ago
Unfortunately, the issue came back as before. The message comes up on any browser (Chrome, Firefox, Safari), also in incognito in Chrome. Any ideas as to what may be causing this specific error message that I can't find any information about on the internet?
Jay
Dropbox Community Moderator
4 years ago
Hi timbr, there is a possibility that a proxy, VPN, firewall, security software, or even ISP/router issues could be restricting traffic to the following Dropbox domains.

Have you tried using a different network, ISP or using cellular data to see if the file previews?
timbr
Helpful | Level 5
4 years ago
So indeed, as I try to access the dropbox link through VPN, or on another network, there is no problem. So it is something specific to my network (the provider, the router, ...). If you have any ideas where to look first, I'd be happy to hear that.
Hannah
Dropbox Community Moderator
4 years ago
Hey timbr, sorry to jump in here.

You'd now need to find out which security service/app is causing this.

Do you have any of the services Jay mentioned in his previous message? Maybe you can look through their settings, to see which one's the culprit.

Alternatively, you can temporarily disable them one by one, to find out.
timbr
Helpful | Level 5
4 years ago
Hey Hannah,
Out of "proxy, VPN, firewall, security software, or even ISP/router," I can only see the ISP or router causing problems. I have no proxy, no VPN (using a VPN actually solves the problem), no firewall software, nor security software. Since using a VPN solves the problem, does that mean that my router is also not the culprit? Should I then blame the ISP?