Overview of Problem
Some files may fail to preview due to conversion issues. This affects your ability to view file contents directly in Box. You will see a blank preview or an error message when attempting to preview the file.
Process for Resolution
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Obtain a HAR File:
- Open the browser’s developer tools (usually F12 or right-click and select “Inspect”).
- Go to the “Network” tab.
- Reproduce the issue and export the HAR file.
- Export the HAR for analysis.
- Browser-specific instructions in How to Generate Network Captures for Troubleshooting.
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Analyze the HAR capture:
- Look for requests to the particular file ID’s “representations” endpoint.
- Check if the conversion process is initially "pending".
- Verify if the last “representations” call shows that the conversion has failed.
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Reupload the file:
- Check if the file converts properly on the second try.
Outcome
- The file should now preview correctly after reuploading.
Alternatives
- If you continue to experience any of the symptoms listed above, open a support ticket at support.box.com for further assistance.