Box Status
Print

Troubleshooting Content Preview - Previews Do Not Load

Box Preview , Not Loading

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

  1. 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.
  2. 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.
  3. 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.