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This file cannot be previewed because you are offline

This file cannot be previewed because you are offline

timbr
Helpful | Level 5

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

16 Replies 16

Re: This file cannot be previewed because you are offline

Nancy
Dropboxer
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!

Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Re: This file cannot be previewed because you are offline

timbr
Helpful | Level 5

Sure, here's a picture. Note also that opening the same link on chrome on my android phone does work.

 

Screenshot 2022-01-06 at 22.32.07.png

Re: This file cannot be previewed because you are offline

Nancy
Dropboxer
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!

Nancy
Community Moderator @ Dropbox
dropbox.com/support


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Re: This file cannot be previewed because you are offline

timbr
Helpful | Level 5

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.

Re: This file cannot be previewed because you are offline

Walter
Dropboxer
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!

Walter
Community Moderator @ Dropbox
dropbox.com/support


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Re: This file cannot be previewed because you are offline

timbr
Helpful | Level 5

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?

Re: This file cannot be previewed because you are offline

Jay
Dropboxer
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?

Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: This file cannot be previewed because you are offline

timbr
Helpful | Level 5

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.

Re: This file cannot be previewed because you are offline

Hannah
Dropboxer
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.

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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