Unable to load word document after clicking open document using Word for the Web in dropbox

[Weimin Toh]

Hi,

I am unable to load word document after clicking open document using Word for the Web in dropbox. It just shows "loading" followed by a blank page.

Please help me.

[Walter · Accepted solution]

Hi @Weimin Toh, thanks for joining our Community!

Could you please try clearing your browser's cache or another browser?

Let me know how it goes!

[Weimin Toh]

Thanks, I am able to load the MS word document on another browser. 

I am still not able to load the MS word document after clearing cache on Chrome.

[Niklas-Tmpl]

I have the exact the same problem in Chrome, and it happens when the session has timed out. For example if I've left a document open (any document "open for web" this is) for a few hours or even over night. When I try to open these kind of documents it doesn't load and I get a blank page.

Happens to these document in Chrome

• Excel for the web
• PowerPoint for the web
• Word for the web

When I'm stuck in this "dead zone" of session timed out/logged out I can't keep clearing cache every time this problem occurs. It doesn't even work when I logout from Dropbox and login again.

It has never happened with Google documents, but with online web documents opened from Dropbox I get session timed out many times during a week, and the 'clear cache past 24h button' has never been used as often as it has been for the past two months (since I've been forced to work with Dropbox).

Please advice on another (synchronizing?) solution instead of clearing cache. I want to leave web documents open over night and I want it to work when I come to work the following morning, without having to clear my cache. 

Thanks!

[WillM]

I am having the same issue, having cleared my cache the documents still don't appear after the 'Loading' screen.

[Megan]

Hi @WillM, let's look into this! 

Have you tried switching browsers by any chance? Do you notice the same behavior when you do that?

Keep me posted! 

[WillM]

It works OK in firefox, but that's not where the rest of my work, saved details, or extensions are set up, so i'd hope to avoid using it just for dropbox.

[Megan]

Hi @WillM, good thing is that this seems to be related and narrowed down to your browser. 

You can try to restore your browser to its default settings and disable any browser plugins. What you're experiencing may be the result of a security setting or a plugin that you have installed on your browser.

[WillM]

I've tried viewing a word document with all extensions turned off, and still no luck, so that doesnt seem like it. Any idea what Chrome setting could be responsible?

[Megan]

Hi @WillM, can you send me a screenshot of what you see on your end when you click the files and they don't preview? 

Do you get any messages?