Error message "preview didn't load, please re-upload the file" due to encoding

Hi, we use Box to preview files in our webapp and mobile (iOS and Android) apps.

With some pdf files we get the error message "We're sorry, preview didn't load, please re-upload the file or contact Box support".
re-uploading the file does not work, but if we re-encode the pdf then the preview works (convert to .docx > open with Office word > save as .pdf > upload).

I have 3 pdf that generate the same result, unfortunately I cannot find a way to upload them here, they'll be available for 1 week at wetransfer: https://we.tl/t-0d6KBLiXyk

The main problem is that we don't understand what is causing the issue, I don't know how the pdf is supposed to be created to work fine.

What exactly is causing this issue? Is it fixable?

Thank you!

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