I'm getting the ".xlsx files are supported but something went wrong" error when previewing my files

[denise31]

I keep getting the message

.xlsx files are supported but something went wrong.

[Nancy]

Hi @denise31, and thanks for posting this here. 

Is your Excel file password-protected perhaps? 

Are you receiving this error for all Excel files, or even Word documents and PowerPoint presentations? 

Finally, is it possible the file you’re trying to preview is more than 40MB in size?

Keep me updated, and we’ll have a look.

[denise31]

Hi

no not password protected

All excel files on this dropbox (it's specific to my daughters NDIS Plan) which I access via the web won't open

I downloaded the file then uploaded it to my personal dropbox which I guess is through an app on my computer and it works ok

[Walter]

Hey there @denise31 - sorry to jump in here, but could you clear your browser's cache or try another browser and let us know if you still get the same results?

If you do, we'd appreciate a screenshot of the error you get too.

[denise31]

Hi Walter here's a screenshot

I tried it on my daughter's computer and got the same result.

When I do "open in excel for the web", the file opens up and I can work on it.

However I find it hard to trust!! 

I've downloaded the file and I'm using it outside the dropbox.

What do you think?

thanks 

Denise

[Nancy]

Hi again, Denise! Just to clarify, are you seeing the same error if you test this via different browsers on your daughter’s computer? 

It may be worth checking this via an incognito window on her default browser, as well. You can do this by clicking on the 3 dots that should be showing on the top right corner of the browser and selecting a private window instead.

[denise31]

Hi Nancy

I tried the incognito window on my daughter's computer - same error message. Could still open it with "open in excel for the web".

I have 3 dropbox accounts - my personal one via app, my daughter's personal one via app and the NDIS one via web. I will try a few things on each of them. It may only be the one via web that has a problem.

Busy now - back later.

many thanks

Denise

[denise31 · Accepted solution]

So....now its working. I think it's a strategy called "just looking at it long enough and persisting". Or that other strategy when the IT expert finally comes and stands behind you as you try, once again - and of course it all works. 😂

I think the excel file is very big so I'm going to get rid of some material from years ago, archive it for audits, but have a smaller file that I work on.

Thanks for your help and at least I know about this community of help now.

best wishes

Denise

[Megan]

It seems this happens to the best of us @denise31!

We've all been in the same "let me show you the issue" type of thing, where the issue is finally resolved.

In any case, if you need anything else, we'll be one post away! 😎