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Question

'the preview didn't load'

  • May 23, 2025
  • 2 replies
  • 90 views
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Hi there - I'm trying to open a document shared by a colleague and it's not working.

The file loads for a while and then gives me the error:

We’re sorry, the preview didn’t load. Please refresh the page

We’re sorry, the preview didn’t load. This document may be protected

We’re sorry, the preview didn’t load. Please re-upload the file or contact Box support.

We have re-uploaded the file, resent the sharing link, refreshed the page, rebooted the computer, tried on various web browsers - each a multitude of times - but each time no joy. 

Please can someone help us as we have already lost a lot of work time which we can ill afford.

Many thanks,

Robbie Garlands

 

    2 replies

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    Hi there, 

    Welcome to the Box Community!

    I would like to have you try clearing the cached data that is stored in your browser to see if this resolves the issue for you. Here is an article that walks through how to do this on the different browsers that Box supports.

    Please Note: Our list of supported browsers and versions is also located here on our Community Site.

    If the above does not work, please temporary disable plug-ins or extensions in chrome.

    Thanks!

    C
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    I have just had this same issue. What I did to get around this obvious bug, is take an outside collaborator out of sharing, then make a copy of the document, (I was only able to open it after removing the non-member collaborator.) The original file seems to be doomed to remain locked forever but at least we can continue on.

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