We’re sorry the preview didn’t load. This file could not be converted.

I'm using box to hold my word document manuscript, in docx format. It is shared(view only) with collaborators. Yesterday I could view and edit, but today  I cannot, I get the message:

"We’re sorry the preview didn’t load. This file could not be converted."

Box prompt suggests downloading the file , but when I do that all of my figures are lost or corrupted. What changed between yesterday and today? I have an agency license, my organization pays to use Box. I see from the forum that this problem happens for others too, and it seems that in some cases the problem is never resolved.

There is a second related problem: the version of Word that I use in Box isn't the same as desktop Word, meaning that I can't replicate table formats- very inconvenient and unsuitable for my needs. This second problem, along with the first, is making Box a poor collaborative platform