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I am a member of two different box groups and in both of them, I am unable to view/download pdf files.  I am able to view microsoft word, excel, and powerpoint files, but I am not able to open pdf files.  Process of steps to open pdf before error:

  • Selected “More Options”
  • Open with…
  • Adobe Acrobat (web)
  • Pop up box arrives that says, “Get the world’s best PDF and e-signature tools embedded inside Box with Adobe Acrobat for Box.  This third party application is requesting the ability to: Read from file xxxx.pdf. You will be taken to a 3rd-party application.”
  • Select Okay
  • New tab for Adobe Acrobat opens but then receive the following error message, “File preview error.  File preview not available, please reload to try again.”
  • All reload attempts do not open pdf

Also tried Open with: Open with Adobe Acrobat but get error message, “Unable to open.  xxx.pdf could not be opened because you are not connected to the internet. Please check your internet connection and try again.”

Also tried downloading but nothing happens and no downloads are made

 

Please assist!!

👋 Hi ​@Carly-Metallus, welcome to the Box Community! Sorry to hear you're experiencing issues viewing or downloading PDF files.

 

We’ve received a few reports last week related to internet connectivity affecting users’ ability to access files. While the latest update on status.box.com mentions scheduled maintenance, we can't confirm if it's directly related—but it may be contributing to the issue. We apologize for any inconvenience this may have caused.


Have you already tried opening your files using Adobe Acrobat to see if the issue has been resolved?


If the problem persists and you haven’t already done so, please try the following steps. These usually resolve common issues in the web app and accessing tools within Box:


Thanks, and looking forward to getting this resolved. 😊

Hello Jey,

Unfortunately, none of the steps you detailed have resolved the issue.  I am receiving the same error messages whenever I try to open a pdf within Box.

Thank you

Carly

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