Overview

Customers report that they cannot preview or download Office files in their instances. The following error shows up when attempting to preview:

We're sorry! We were unable to convert this document for viewing.

When trying to download the files, the following error is observed:

A general error occurred while processing your request.

 

Information

Environment

Jive Interactive Intranet-Jive Core

 

Root Cause

The document file is corrupt. In this instance, the Shared Services team checked and confirmed the document corruption.

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Process

Follow these steps to resolve this issue:

1. Go to Admin Console > System > Document conversion status. 
   
   
   
2. Identify the last saved version, which was uploaded without an error.
3. Retrieve the last not corrupted version of the document.
4. Re-upload the retrieved document to the instance.

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Confirmation

The restored version of the document previews and downloads on the instance without any errors.

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