A document will not open or preview

“Preview not available”

Not every format previews in the browser. PDFs and images do; a DOCX or XLSX generally has to be downloaded and opened in the application that made it. The document is fine — only the preview is missing.

The document is blank or will not render

In order:

1. Reload the page. A preview interrupted while loading stays blank until it is asked again.
2. Download it and open it locally. If it opens on your machine, the file is intact and the problem is in the browser.
3. Try a different browser. This separates an extension or a PDF setting from a genuine fault.

A PDF that is also broken after downloading was probably broken before it was uploaded — ask for it again rather than debugging the portal.

A client says they cannot see it

Usually access rather than a fault. Check, in this order:

1. Is the document actually assigned to them, or shared with them?
2. If it is in a folder, are they on the folder, and at a level that allows what they are trying to do?
3. Are they trying to download something shared at view only?

See Document permissions and sharing.

The editor will not open a file

The PDF editor opens PDFs. A scan saved as a JPG has to be converted to PDF first. Editing also requires edit access — somebody with view or download sees the document without the editing tools.

A signed document looks wrong

Download it and open it in a desktop PDF reader before concluding anything. Browser previews occasionally render placed elements imprecisely; the downloaded file is the authoritative version.

Still wrong

Contact support from Help & Support in the portal with the document name, what you were trying to do and what you saw instead.