Overview

If a document will not open, preview, or download, the issue may be temporary or related to your browser, connection, or the specific file. This article explains the steps to try before contacting Support.

This applies to web and mobile.

Errors you may see

You may see one of these messages:

• "File download failed"
• "File upload failed"
• "Server timed out. Please try again."

Symptoms

Common signs of this issue include:

• A document will not preview, download, or open.
• The document viewer is blank.
• The document viewer shows an error.

Resolution

1. Refresh the page or screen, then try opening or downloading the document again.
2. Check your internet connection and try a different network if one is available.
3. Try another supported browser or open the site in a private browsing window.
4. If you are using the mobile app, fully close the app and reopen it.
5. Clear your browser cache. For more help, see Clearing Browser Cache.
6. If only one file is affected, ask the meeting or resource admin to re-upload the file.

Additional notes

If the issue continues, contact Support with:

• Where the document is located, such as the meeting agenda or resource
• Any error messages you receive opening the document