Web page, can't see document previews

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Emma McKie (hold)

• 2022年12月07日 13:23

Suddenly happened a few days ago but when I click on a file and go to edit it from the box desktop page I can't see the document. I also no longer get the option to open it with Word/Excel online anymore. This was a really helpful feature so having to download and re upload documents after editing is a real hassle. 

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  France

  • 2022年12月07日 16:48

  Hi Fadeke, 

  Welcome to the Box Community, I'm happy to help!

  To make sure that every angle is checked, can you try these initial troubleshooting steps and see if it helps?

  • Please ensure the web browser is the latest version.
  • Try clearing your browser's cache. If this does not resolve the issue please proceed to the next step.
  • Try different browser such as Internet Explorer, Safari, Firefox or Chrome or use incognito mode.
  • Try disabling plugins/ extensions from your browser.

  Let us know if goes and if the issue persists, can you confirm if you are collaborating on the document with 'Editor" access?

  Looking forward to hear from you!

  Regards, 

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  Emma McKie (hold)

  • 2022年12月07日 17:13

  Hi I was able to view the documents when logging in on Chrome. However still no luck on safari even though it is the up to date version and I have cleared the cache. 

   

  Thank you!

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  France

  • 2022年12月07日 18:07

  Hi Fedeke, 

  You may have plugins or extensions on your safari browser that is preventing you from viewing files in Box.

  Can you try disabling those following this article: https://support.box.com/hc/en-us/articles/360044196613-How-To-Disable-Plugins-Add-Ons-Extensions-In-Multiple-Browsers 

  Feel free to write back in if you have questions!

  All the Best, 

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