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kiersten_s's avatar
kiersten_s
New member | Level 2
7 years ago
Solved

Files won't open in Chrome

When I click on files on the Dropbox website in Chrome, the page shows loading symbols, but then goes blank as soon as it finishes loading, and doesn't display the document, or even an error message....
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  • kiersten_s's avatar
    kiersten_s
    7 years ago

    After a whole run around where nobody was really sure what was going on, clearing my cache and cookies ended up solving the problem!

Hschultz's avatar
Hschultz
New member | Level 2
7 years ago

I am having this same issue. Started last week.

Celeste's avatar
Celeste
Icon for Dropbox Staff rankDropbox Staff
7 years ago

Welcome to the thread Hschultz, and thank you for the update kiersten_s! 

Let's see what we can find!

Do the Chrome browsers have any pending updates that need to run, perhaps, after the OS update was run?

Could you also confirm if this happens only on Chrome, and only for .docx and .ppt files specifically? 

Let me know which OS update this was, as well, as that may help with looking into this further. 

Thanks in advance!

  • kiersten_s's avatar
    kiersten_s
    New member | Level 2
    7 years ago

    Chrome isn't showing any pending updates, and the browser has restarted multiple times since the issue began.

    I opened files without a problem in Edge and Firefox, and also on Chrome on another computer.

    DOC, JPG, JPEG and XLSX files open fine. Those are all the types I can find in my folders. (Also, I just realized I meant PPTX and not PPT as a file type that won't open - I don't have any PPT files to test.)

    The update was Windows 10 version 1903.

    • Celeste's avatar
      Celeste
      Icon for Dropbox Staff rankDropbox Staff
      7 years ago

      Thanks for the update, kiersten_s!

      Is there any chance your Chrome browser has any other plug-ins or extensions (like an ad blocker or pop-up blocker) of any kind? 

      Also, could you send me a screenshot (without any personal information) of what the browser preview looks like when you try to open a .pptx file? 

      Thanks in advance!

      • kiersten_s's avatar
        kiersten_s
        New member | Level 2
        7 years ago

        I have a few Chrome extensions, but no ad or pop-up blockers and none that are new or have been updated recently.

        The loading screen goes away faster than I can get a screenshot to go through, but it's two grey rectangles that go toward each other and then merge and the word "loading". Then after that the page goes entirely white. It doesn't show that I'm on Dropbox or anything, it's just the entire webpage below the URL bar is white.

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