This file cannot be previewed because you are offline

[timbr]

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

[Nancy]

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!

[timbr]

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

[Nancy]

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!

[timbr]

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.

[Walter]

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!

[timbr]

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?

[Jay]

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?

[timbr]

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.

[Hannah]

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.