Troubleshooting
Troubleshoot an unavailable document preview
Recover from a queued, failed or inaccessible preview.
Last reviewed
Check the file status
- Return to Files and inspect the selected file’s status.
- For Office documents, wait for the PDF conversion to finish.
- If Retry conversion is offered, use it after checking the allowance or temporary service issue.
- Reload the review page and confirm the intended version is selected.
Check access
Your membership or guest link may have changed. Sign in again when required, or ask the link sender to confirm that access has not expired or been revoked. A deleted file cannot be recovered through a review link.
Try a clean export
For an Office layout or conversion problem, export a PDF from the original application and upload it as a deliberate new version or separate file. For a persistent PDF rendering problem, contact support with the file type and browser; do not send the file unless support arranges an appropriate private process.
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