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

Hi there, 

Welcome to the Box Community! 

For me to check, may I know if you have tried to access the file on a different browser? Does it happen to other file type? Can you provide a screenshot? 

Looking forward in assisting you.

I am getting the same error when trying to preview a pdf (download works)... on chrome using win10, win11, and android as well as MS edge on multiple computers accessed from within and outside of our LAN.

I was able to get the preview to work after following the suggestion in a forum post from June of 2019 that read:

"The box.net website isn't responding properly to the browser / operating system type that it sees. It is responding properly to mobile Safari (ipads, iphones etc) but not to some browsers on Windows.

You can get it to respond or not respond as simply as changing the browser type ID in one of the browsers that allow you to do that. So if you are running Chrome in Windows, type CTRL SHIFT I, click on the three dots, More Tools > Network Conditions. Scroll down, uncheck "User Agent" "Select Automatically" then change the browser ID to (say) Safari - ipad.

Your Chrome browser will now tell box.net that it is really Safari on an ipad and box.net will serve up the files and they will play okay.

You have to make sure you open box.net in the same Chrome tab where you changed the user agent - this setting only applies to the current tab. You will also have to refresh the page.

Box.net need to fix this."

Obviously, this is only a temporary work around.  Does Box have a permanent solution to the problem?

Hi, some users experiencing problem with a public shared box file. 

After some seconds a screen reads “We’re sorry, the preview didn’t load. Please refresh the page.”

https://austincc.app.box.com/s/d4v58igvqmg4zeycvcifqaio9yjulamp/file/909204177402

When this happens, user also not able to download file with the ‘download’ button

Experiencing this with browser Microsoft Edge and Chrome 

After reloading the page some users are able to preview and download, for others message is persistent

Please advise

I was able to recreate the issue opening link in a new incognito window (or opening link in a browser not already used to get files with box) sharing screenshot with the console open 

1445.5650d4e5c1.js:2 
 POST https://austincc.app.box.com/app-api/enduserapp/elements/tokens 401
1445.5650d4e5c1.js:2 
 GET https://austincc.app.box.com/app-api/shield-web/file/909204177402/malware-scans/results?format=default 403
909204177402:1 Access to XMLHttpRequest at 'https://api.box.com/2.0/files/909204177402?fields=permissions,shared_link,s…sentations,watermark_info,authenticated_download_url,is_download_available' from origin 'https://austincc.app.box.com' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource.
1445.5650d4e5c1.js:2 
 GET https://api.box.com/2.0/files/909204177402?fields=permissions,shared_link,s…sentations,watermark_info,authenticated_download_url,is_download_available net::ERR_FAILED 401
909204177402:1 Access to XMLHttpRequest at 'https://api.box.com/2.0/files/909204177402?fields=permissions,shared_link,s…sentations,watermark_info,authenticated_download_url,is_download_available' from origin 'https://austincc.app.box.com' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource.
1445.5650d4e5c1.js:2 
 GET https://api.box.com/2.0/files/909204177402?fields=permissions,shared_link,s…sentations,watermark_info,authenticated_download_url,is_download_available net::ERR_FAILED 401
1445.5650d4e5c1.js:2 
 GET https://austincc.app.box.com/app-api/enduserapp/realtime/subscription 400
909204177402:1 Access to XMLHttpRequest at 'https://api.box.com/2.0/files/909204177402?fields=permissions,shared_link,s…sentations,watermark_info,authenticated_download_url,is_download_available' from origin 'https://austincc.app.box.com' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource.
1445.5650d4e5c1.js:2 
 GET https://api.box.com/2.0/files/909204177402?fields=permissions,shared_link,s…sentations,watermark_info,authenticated_download_url,is_download_available net::ERR_FAILED 401
1445.5650d4e5c1.js:2 
 GET https://austincc.app.box.com/app-api/enduserapp/realtime/subscription 400
909204177402:1 Access to XMLHttpRequest at 'https://api.box.com/2.0/files/909204177402?fields=permissions,shared_link,s…sentations,watermark_info,authenticated_download_url,is_download_available' from origin 'https://austincc.app.box.com' has been blocked by CORS policy: No 'Access-Control-Allow-Origin' header is present on the requested resource.
1445.5650d4e5c1.js:2 
 GET https://api.box.com/2.0/files/909204177402?fields=permissions,shared_link,s…sentations,watermark_info,authenticated_download_url,is_download_available net::ERR_FAILED 401
1445.5650d4e5c1.js:2 
 GET https://austincc.app.box.com/app-api/enduserapp/realtime/subscription 400
1445.5650d4e5c1.js:2 
 GET https://austincc.app.box.com/app-api/enduserapp/realtime/subscription 400