Hey folks, I'm facing a strange issue that I can't seem to replicate myself, and I'm hoping someone here has encountered something similar. Some of our users are receiving PDF attachments via email, but when they try to preview these PDFs in Outlook, they receive an error saying, "Something went wrong while the document preview was being created. Please try again later." Even downloading the file and opening it in Microsoft Edge results in another error: "We can't open this file. Something went wrong." The odd part is, it works just fine for me—I can preview and open these files without any problem. It's affecting only some users, and I've already checked that the file isn't corrupted, everyone is up-to-date with Windows and Edge, it's not related to specific senders or file sizes, and it happens in both the Classic and New versions of Outlook. Any ideas on what could be causing this? Could it be a caching issue, profile corruption, or something related to Edge's PDF handlers?
2 Answers
It sounds like your users might be experiencing a caching issue. Sometimes cached data can cause conflicts with how files are opened. You might want to suggest that they clear their browser cache and see if that helps. Also, checking if their Adobe Reader (if they're using it) is updated might make a difference too!
Profile corruption can definitely cause these kinds of issues. If clearing the cache doesn’t work, consider having affected users create a new Outlook profile to see if that resolves the PDF preview problem. It might sound tedious, but it can sometimes fix underlying issues without much hassle!
Good point! It’s also worth checking if they have any browser extensions that could interfere with PDF files. Sometimes, those can mess things up.