Dropbox Paper - "Dropbox refused to connect" when inserting video on paper

Hi Nancy, 

I've followed all of the advice in the thread, but the problem persists. 

It happens for the entire team here (8 people), so it's no an isolated computer incident. Any documents loaded onto Paper from our Dropbox display on screen ok, but when you click on them to look at them in full size we get the Dropbox failed to connect error message. 

Like I said in my previous message, we can right click the file and open in a New Tab and it works fine, but it really would be preferable for a fix to be rolled out so that we can go back to viewing the content on screen the way we used to be able to.

Thanks

Matt

Hi Matt85, thanks for the added info! 

Does this happen with all the file types that you add to the Paper documents, or specific ones? 

And how large are they?

Also, do you access your files using paper.dropbox.com or are they located inside your Dropbox account?

Hi Megan, 

It happens with all files, with the exception of video files and all sizes. The smallest is a couple of MB, the largest is several hundred but they all react the same. It also happens on old Paper pages where documents used to load fine, suggesting it's a back-end issue as opposed to something we're doing differently. 

The documents we link to are in our Dropbox Account and we use the Insert Dropbox Files option on the Paper Toolbar to add them to our documents. 

Thanks

Hi Matt85, can you clarify the version of the browser you're using on your end?

Have you made sure your browser is up-to-date? 

Also, for the sake of troubleshooting, can you let me know some example file types this happens with?

Hi Megan, 

I think most of us use Chrome (I'm on 120.0.6099.109), although the issue occurs in Safari, albeit without an error message - the previews just don't load and you get an empty grey screen. 

Yes the browser is up to date. 

File types include PDF, Doc and Excel files. Since this issue began in August (at the same time as the original poster opened this thread) I've not found a file that works, with the exception of video files which play fine on the paper pages. 

Hi Matt85, are you all in the same building using the same network? Are you able to access those files when not on that network connection?

Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

Hi Jay,  

No, we all work remotely and we're spread out across the UK, Canada & the USA. All users experience the issue, no matter where they're located. 

We can access Dropbox fine and as I mentioned before we can open the file directly by right clicking and opening in New Tab without any issues - it's purely when files are loaded via Dropbox Preview.....you can see them on the page, but when you click on them to view in full size, you get the dropbox fails to connect error message. 

On the second question, I can't speak for all users as we all have different ISPs, but at my end there's nothing that I can see that would restrict the domains.

Slight correction to some earlier info too - it seems most doc files do work fine on preview, but PDFs don't (and we largely deal with PDFs on Paper). All sizes of PDF are affected. 

Thanks for the info, in order to look into this matter in more detail, would it be possible to reach out to the email associated with your forum profile?

Hi Jay

Yes, of course. Look forward to hearing from you

Matt

Hey Matt85! Please check your email address, and reply back to me. Cheers.