Overview

An agenda document may fail to open because of a temporary connection issue or because the specific uploaded file did not load or convert correctly. This article explains what to check and how to fix the document so it can be opened from the agenda.

This issue applies to the web version of OnBoard.

Errors you may see

You may see one of these messages:

• "Network error when loading agenda document"
• "Your connection to the server was lost. Please ensure you are connected to the internet and try again."
• "Server timed out. Please try again."
• "There was an issue loading the page. Retrying..."
• "Meeting Not Found - The meeting you're looking for doesn't exist or has been removed."
• "Unable to Load Meeting - Something went wrong while loading this meeting. Please try again."
• "Unable to load meetings."
• "Failed to load your agenda."
• "There was an error getting your Agenda File Details (Agenda Section). If this error persists, please contact support"

Symptoms

Common signs of this issue include:

• An agenda document will not open.
• The message "Network error when loading agenda document" appears.
• The agenda or meeting page does not load correctly.
• Hyperlinks in the document appear broken or do not work as expected.

Resolution

First, refresh the page and try opening the document again. If the issue continues, check whether it affects only one document or multiple agenda items.

If only one document is affected, the file may not have converted cleanly. If you are the meeting admin, open the document from your local files, print the file to PDF, then re-upload it to the agenda. Otherwise, contact your meeting admin to correct the file.

Troubleshooting steps

1. Refresh the agenda page and try opening the document again.
2. Confirm that your internet connection is working.
3. If possible, try opening the agenda from a different network, such as a mobile hotspot.
4. Check whether other agenda documents open correctly.
5. If only one document is affected, return to the original file and export it as a new PDF.
6. Upload the new PDF to the affected agenda item.
7. If the document opens but contains incorrect characters or broken links, recreate the affected content from the original source file, then upload the corrected version again.

Additional notes

If the issue continues after trying these steps, contact Support. Include the meeting URL, the document that will not load, and your status log.

To view your status log errors: Click your name in the bottom left corner, then select Status Log from the menu.