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benjamin.simonson
Participating Frequently
September 14, 2023
Question

Share for review links hang at 100%/File Preview Error

  • September 14, 2023
  • 2 replies
  • 392 views

Share for review links aren't working for my team. They hang at 100% loading for several minutes then end in "File preview error."

 

Version of the app:
25.0.0 20230906.r.37 b14e317 x64

 

Platform & OS version:

Microsoft Surface Laptop Studio
Processor 11th Gen Intel(R) Core(TM) i7-11370H @ 3.30GHz 3.30 GHz
Installed RAM 32.0 GB (31.8 GB usable)

Windows 11 Pro 22H2

 

Basic steps to reproduct the problem:

  1.  Create a Share for Review link from a PSD with multiple artboards (20 to 30)
  2.  Open link in browser (Chrome, Firefox or Edge)

 

Expected result:

  1. Link opens in browser
  2. Work is reviewed
  3. Comments are left

 

Actual result:

  1. Loading screen hangs on "Opening Document 100%" for several minutes
  2.  "File preview error File preview not available, please reload to try again."

 

Steps we've attempted to alleviate the issue:

  1.  Clearing the browser cache
  2.  Opening the links in Chrome, Firefox and Edge
  3.  Opening the links in incognito mode
  4.  Deleting and recreating all share for review links
    This topic has been closed for replies.

    2 replies

    B
    benjamin.simonsonAuthor
    Participating Frequently
    September 15, 2023

    Thanks, @Pete.Green! Much appreciated. Sending you a link via DM now.

    Yes, this issue seems to have begun with 25.0. Periodically we'd run into similar issues in past versions but they were all fixable following these steps:

    1.  Clearing the browser cache
    2.  Opening the links in Chrome, Firefox and Edge
    3.  Opening the links in incognito mode
    4.  Deleting and recreating all share for review links
      Pete.Green
      Community Manager
      Pete.GreenCommunity Manager
      September 14, 2023

      Hi @benjamin.simonson,

       

      First, what a great bug report you've written. Thank you for such a clear report!

      Also, Sorry for the trouble you're seeing with Share for review. I just tried it out with one of my own cloud documents and was able to share, and open it within Chrome on my end.

       

      If you'd like to send me a DM with a link to one of your documents, I'd be happy to test your link out and see if I have similar results to you.

       

      Did this just start for you with 25.0? Did you have this same behavior with 24.7 previously?

       

      Regards,

      Pete

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