PDF files are not opened with error messages

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Jackie Kwon

• 2022年04月04日 17:24

I cannot open any PDF files in the folders.

Whenever I have tried to open PDF files in the folders, I found the following error messages:

 “Preview error - We're sorry, the preview didn't load. This document may be protected.”

Also, I saw that there are no incidents currently although I still have trouble in accessing and opening PDF files. Please solve this problem ASAP.

Thanks

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  France

  • 2022年04月05日 19:37

  Hi there, 

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

  To confirm, are these PDF files password-protected? If yes, then this is expected behavior, password-protected files cannot be previewed in Box. 

  Otherwise, can you check if the watermark is enabled on these files or the folder they are located? Depending on your permission on the collaborative folder, contents may or may be inaccessible on preview when watermark is enabled. Please check out this article for further details: https://support.box.com/hc/en-us/articles/360044195253-Watermarking-Files 

  Hope it helps. If you have any questions, please let us know and we will do our best to assist you!

  Regards,

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