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We're sorry for the delayed response and inconvenience caused. The error comes when a PDF file is corrupt or damaged and Adobe Reader tries to open it, but when it finds that there is an issue with the PDF, it throws the error.

It seems that the email server has corrupted the file by encoding it incorrectly. Please ask the original sender to zip the PDF file, or share it using cloud storage like Dropbox or Google Drive or Adobe Send instead of email.

Customers on Dropbox Professional, Essentials, Standard, Advanced, Business, Business Plus, and Enterprisecan set passwords and expiration dates for shared links. This is a way to password-protect files without setting a password in the app you used to create it.

Error: Files without extensions cannot be previewed

What happened

If you're seeing the error message Files without extensions cannot be previewed, it's because the file doesn't have a suffix attached to the filename. File suffixes (or "extensions") indicate the type of file, and help your computer understand which application to use to open it. If you remove this extension, the file won't preview.

Examples of file extensions include .xlsx, .mov, and .txt.

How to fix it

If you see this error message, add the extension back to the file name and save it again.

Error: File is uploading

What happened

If you're seeing a message that says File is uploading, it's because the file hasn't finished syncing to Dropbox. A file must be fully uploaded and saved (or "synced") to Dropbox before it can be previewed.

This error message often occurs in the following two scenarios:

  • You copy a Dropbox link to a file directly from Finder or Windows Explorer, before sync is complete.
  • You attempt to preview a screenshot.

How to fix it

Wait for the syncing process to complete before trying to preview a file.

Error: This file cannot be previewed

What happened

If you're seeing the general error message This file cannot be previewed, there may be several possible reasons.

How to fix it

First, verify that your file hasn't been corrupted. To do this, try to open it with some other application on your desktop. If the file doesn't open with another desktop app, then it has likely been corrupted.

Next, verify that the file has the correct extension. If an extension is incorrect, the file won't preview.

If you verify that the file isn't corrupted and has a valid extension, and it still won’t preview, download and open the file on your computer to view it.

Problem: Video file previews without audio

What happened

If your video previews without audio, then the video file may have multiple audio streams. Dropbox doesn’t support previewing multiple audio streams on video files.

If a video has multiple audio streams, Dropbox tries to preview audio. The preview will play the audio stream that's marked as "default". If no audio stream is marked as "default", the highest-bitrate stream will preview. If your video has multiple "default" audio streams, we preview the first of these as it appears in the video’s metadata listing.

However, sometimes the audio stream that previews is poor quality or has no sound, and the video will preview without audio.

How to fix it

Check that you video file has either:

  • One audio stream
  • One audio stream marked as default

If you can’t change the audio streams, download the video to watch it.

Problem: A .txt file isn't previewing correctly on a phone or tablet

What happened

In some cases, you may have trouble previewing a .txt file on a phone or tablet. Specifically, the file may preview incorrectly, or you might not be able to edit the file.

If you're experiencing either of these issues, it's likely due to special, non-Latin characters in the file. For example, if your .txt file contains characters from a non-Latin language like Thai, the file preview will appear garbled on a mobile device.

How to fix it

If you encounter this issue, please resave the file with UTF-8 unicode encoding. You can also convert the file using an free, online file converter. This should fix the preview, and allow you to edit the file on a mobile device.


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