Preview Failed functionality not working

  • 2
  • Problem
  • Updated 2 weeks ago
When trying to preview any documents, ShareFile fails to preview or gives us a "Preview Failed". Tried PDFs, DOC, XLS, all formats seems to be having issues, tried IE and Chrome, tried several different file sizes as well. Any thoughts?
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Mike

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Posted 2 years ago

  • 2
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Tracy Garon Hojka

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Do you password protect your files?  If so, that is more than likely the cause of the preview error.

Our firm password protects documents all the time and I've noticed that those files are the ones that I am unable to preview in the online viewer.  I have not found a "work around" for this, but it does not cause us any problems because in most instances we need to download the document anyway so we are bypassing the viewer all together.
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Mike

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No password protection on these document, that I'm aware of. Downloading them directly, no prompt for a password, and they open without issue.
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Arjan Boekestijn

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We have the same issue with our internal users (collegues) and external users (partners) since March 22th. I have logged a call at ShareFile support (reference 72441282) but the problem is not solved yet. Our users are complaining about ShareFile and the issue must be solved as soon as possible.
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Arjan Boekestijn

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ShareFile support, please can you fix this issue soon?
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Arjan Boekestijn

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Is the issue solved with ShareFile Web Application 17.7?
See this link: https://community.sharefilesupport.co...
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Corvyn steel

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Our workplace is also unable to see previews in the browser, even for file types which Citrix claims are supported. We are on Macs, for whatever that's worth...
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Tyler Emmott

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Our workplace is also experiencing this issue with PDFs. Sharefile support, is there anything we can do to remedy this?
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Corvyn steel

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When I had a Citrix employee on the phone (on an unrelated matter) last week, he said that the functionality of previews has to do with whether the files in question are being stored on the Sharefile cloud or on a server owned by the client. He thinks it's something to do with security?
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Ross Bender

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We have had a ton of issues with Sharefile preview. After several months of back and forth with support on this we still have no remedy. We have one storage zone and it is Citrix owned (e.g. in the cloud). We have now been recommended to try enabling Microsoft previewing instead of Citrix previewing. This is definitely not desirable as it would mean loosening security requirements to allow data to be accessed by Microsoft.
Sharefile previewing has been the biggest source of issues for us and we have not had any help from Citrix on remedying the issue. The issues are intermittent and--as far as we can tell--completely based on the load on Citrix servers (which is a factor based on all of Citrix's clients). We have had their support confirm this, and been able to reproduce the issue when we are experiencing it. Then, after the issue goes away by itself (server load decreases), support tells us that they can no longer reproduce and they need to wait until the issue happens again before they make any progress on it.
I would really like to know how others are handling the previewing issues. We have had to resort to allowing users to download files, which is completely the opposite reason of why we started using Sharefile in the first place (to reduce document drift).
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Tess Reddecliff

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This issue will force me to find another service.  I'm sure others have this inclination.  PLEASE FIX THE PROBLEM!
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Marques Deane, Employee

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Hi Tess,

Has this issue been resolved for you?

Thanks,

Marques Deane
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Matt Dover

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I'm having the same issue with my on-premise SZC. Any update??
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Matthew

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When you attempt to preview through the web what is Dev Tools saying? Any errors in network or console tab?
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Marques Deane, Employee

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Hi Matt,

Sorry to hear, are they all thumbnails or do they start at a specific time?

Thanks,

Marques Deane