Symptom: you open a document in your project and see a gray screen with a small icon of a page with a sad face, instead of the document.
- Most likely cause
- Try a different browser
- Download the document to your computer
- Still stuck
01 | Most likely cause |
The gray screen comes from your web browser, not from the portal. It means the browser couldn't display the PDF. The document itself is usually fine. This often happens when a browser update is waiting to install.
What to do: restart your browser.
1 | Look in the top corner of your browser for a message such as Relaunch to update or Update. |
2 | If you see it, select it. If you don't, close every browser window and open the browser again. |
3 | Sign in and open the document again. |
02 | Try a different browser |
If the gray screen is still there, open the portal in another browser, such as Microsoft Edge, Google Chrome or Mozilla Firefox, and open the document again.
03 | Download the document to your computer |
If the document still won't display in your browser, download it and open it from your computer instead.
1 | Open your project and go to Documents. |
2 | Select the box next to the document. |
3 | Select Download. The file saves to your computer, usually in your Downloads folder. |
4 | Go to your Downloads folder and open the file. It opens in the PDF program on your computer, such as Adobe Acrobat Reader. |
5 | If the file doesn't open, install a free PDF reader such as Adobe Acrobat Reader and try again. |
04 | Still stuck |
Contact support and include:
- The project name
- The name of the document
- Which browser you're using
- A screenshot of what you see
Those four things usually let us find the problem on the first try.
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