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One of my employees has been having an issue viewing PDF Previews in Box.  We use Box integrated with our CRM Wealthbox.  When my employee is redirected to the Box folder she is trying to view, the preview for the file she wants will not load, and she is receiving the below error message and is prompted to download the file in order to view.  The files she is trying to access are NOT protected as we have uploaded them ourselves,  She has an admin/editor role, and I have had other employees follow the same steps that she does, even those with viewer roles, and they are not having the same issues with the same files.  What is causing this error for her? Is it some sort of permission level in Box, or on the file itself, or is it an issue with the PDF reader?  We cannot determine the cause but need to resolve asap.

 

Hi ​@SashaD, 

Welcome to Box Community! Looks like you’re encoutering errors with content preview, and we’re glad to assist! 

For now, could you follow these troubleshooting steps?

  • Is this a recurring issue in all PDF files, both owned and shared?
  • Did you try to access the affected file in your alternate browser?
  • Updating your browser to the latest version
  • Please clear your browser’s cache and cookies. 
  • Using Box with an alternate browser, computer, or network. 
  • Temporarily disabling any internet security/firewall programs to test whether they conflict with Box (Note: you may need clearance or assistance from your organization’s IT department/helpdesk to do this)
  • Temporarily disabling any plugins/extensions in your browser
  • Removing unwanted extensions, plug-ins, ads, pop-ups & malware:Chrome, Edge, Firefox, Safari

 

Hope it works, and please let us know how it goes.

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