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

[benjamin.simonson]

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

[Pete.Green]

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

[benjamin.simonson]

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