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 assigned to them? This is nearly always the answer. Filing it in a folder named after the client does nothing — folders are for your staff and clients cannot see them.
2. Are they signed in to the right account? Clients sometimes have a personal address and the work address you invited.
3. Is it waiting on approval, so it has not joined the working set yet?

See Who can see a document.

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. Clients do not get the editing tools at all unless an admin has turned that on for their own uploads.

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.