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Question

Canvas page won't load

  • November 18, 2025
  • 2 replies
  • 6 views
K
  • KY72
  • New Participant
  • 1 reply

I get this error with the a download button, “This preview didn’t load because the file type is unsupported. Please try to open or download the file to view.”
I’ve downloaded the file and it doesn’t open.
I’ve made the browser extension changes recommended and nothing happens.

Help!

2 replies

C
  • crenaud Box
  • Box Employee
  • 6 replies
  • November 18, 2025

I don't think Canvas has a “Download” button.  But if you chose the “Export” option, it should save the diagram as a PNG file, which should be viewable in any web browser or imaging tool.  Could you provide a step-by-step on what you’re doing (screenshots would help) and confirm that your diagram is saving as a PNG file?  Could you also try testing with a new Canvas diagram and see if that works okay?

K
  • KY72
  • Author
  • New Participant
  • 1 reply
  • November 18, 2025

thanks for the response!
I just went back to the same page and it miraculously opened. Not sure why as I didn’t do anything different.
BTW, the download button I believe was to get a PNG of the canvas I couldn’t see, and only appeared when I got the error message.
I’m guessing it was a bug or something on the backend that was needing time to resolve. 
Just hoping it doesn’t happen again.

Step-by step is just: 
1. go to my Files
2. open my Canvases
3. open the canvas I want to work in
4. error


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