Re: "Couldn't Load" error when accessing a file through a shared link

CarlsB

When accessing a file via a shared link, we are getting an error:
"Couldn't Load Something went wrong on our end"

with a link to a Download button, but nothing downloads.

Any idea how we can fix this please?
Thanks.

CarlsB

I can open it on my mobile phone.
The links are for GIF files.

Nancy

Hi from me too, @CarlsB! May I suggest asking the owner of the shared link to delete it and create it again? I’d like to see if the issue will persist then.

Do you have any other shared links that throw the same error?

Nancy
Community Moderator @ Dropbox
dropbox.com/support

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CarlsB

Hi,
We have deleted, re-created the links. Even tried them in a new folder.
We have 10 links for the same type of files (GIFs)
I have tested links for other files/links in dropbox, just seems to be an issue with the GIFs from what I can tell.

Nancy

Thanks for giving that a go, @CarlsB! Are all GIF files under 100MB in size or 50 megapixels?

You also mentioned in the beginning nothing happens when trying to download them via the shared link. Are you having similar issues on different browsers?

Nancy
Community Moderator @ Dropbox
dropbox.com/support

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CarlsB

Hi again,
these are the files we have the issue with, all under 5MB.

I seem to be able to download some files, even though the error message comes up (tried in Edge as well) but not all.

Jay

Hi @CarlsB, could you try forcing the file to render by changing the DL=0 to raw=1 in the shared link as mentioned in these steps?

Jay
Community Moderator @ Dropbox
dropbox.com/support

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CarlsB

Hi, so changing the end of the link to raw=1 worked to display the gif, but it doesn't go to the link in Dropbox, which is what we ideally need.
But, my manager is happy with that work around for now.

Thank you for your assistance 🙂

T_theresa_A

Hi @CarlsB !I'm Theresa, one of the community managers here at Dropbox. I’m so glad to hear that your issue got sorted out! I couldn’t help but notice the adorable .gif files of dogs being groomed that you’ve included in the thread - how cute! 🥰 I’d love to hear more about how you’re using Dropbox if you’re up for sharing.