There are a few common issues that may result in errors when opening files for online viewing. In this article, we will cover the following general errors:
Something went wrong
Sometimes unexpected errors may occur while preparing the file for secure online viewing. This type of error means that our system failed to read the file at some point. In this case, either use the button Refresh, reload the browser tab, or close and open the document again.
If the system fails to prepare the file after numerous attempts, eventually you will see a corresponding error indicating that the file couldn't be converted for secure online viewing.
File is corrupt
Our system converts most of the commonly used file types into the protected version for viewing online in the data room.
If we fail to convert the file due to issues with the original version, users will get one of the following error messages, depending on their document permissions.
The most common reasons for this error are:
The original document is corrupt.
The original file contains damaged or interactive content.
Password or any other protection is enabled in the original document.
In this case, check the original file on the computer and make sure that it is opening properly without any error message. Also, check that the file does not require a password to open and does not have any protection enabled.
To check the protection settings in PDF, go to File => Properties => Security tab.
In MS Office, click File, and find any protection settings listed next to Protect Document:
Try re-saving the document if it opened with errors, remove any protection, and then re-upload it to the data room.
If none of the above helps, contact support@idealsvdr.com and provide the names and/or indices of the documents that the system could not convert.
File is too large
While the data room doesn't have restrictions on the upload size, there are limitations on the supported file size to convert it for secure online viewing.
If the file is too large for conversion, users will face a corresponding error message upon opening it.
ℹ️ The download option is available only to users with the corresponding document permissions.
Conversion limitations depend on the file type, according to the table below.
File type | Maximum convertible size |
2 GB or up to 1000-3000 pages | |
Microsoft Word and Powerpoint
| 500 MB |
Microsoft Excel
| 100 MB |
Images
| 1 GB |
Videos
| 10 GB |
Webpages and AutoCAD files
| 50 MB |
Text files | 25 MB |
To successfully convert your files, check their original size and ensure they don't exceed limitations. For example, if you have an Excel file with a size of 125 MB, you will need to split it into 2 smaller ones, so each doesn't exceed 100 MB.
Spinning logo or blank page
Upon trying to open your item within the project, you could be met with a loading logo or blank page. Here there are a number of possible reasons for this issue:
Cache or cookie issues - we recommend you clear your browsers cache
System requirements not met - we recommend you double check your system mets our products system requirements
Browser issues - if your browser is causing issues, we recommend you try a different browser just to rule this out as a possibility
Corporate restrictions - it's always possible there are issues with corporate restrictions and we recommend this is double checked also
File uploaded recently - we recommend you wait for up to 30 minutes for files uploaded on the same day
Nothing happens
If you find that nothing happens, we recommend that you try a different browser. This is because it's possible your browser and security system might be blocking a new browser tab from opening. We have found that using a different browser can often be a good problem solver in this case.
No option to view file
In this case, there may be the option to download it only.