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Problems with file previewing
Problems with file previewing

Some tips for when document viewing isn't working

James Sharp avatar
Written by James Sharp
Updated over a week ago

GovernorHub uses the Box platform and Microsoft Office for the web to show you previews of files and documents. 

Opening a document for the first time

The first time a document is opened it may take a little longer to load, but any time it's opened afterwards will be a lot quicker. 

This is because the first time a file is opened we need to process it before it can be displayed.

"Sorry, there was a problem and we can't open this document" in the Office Online viewer

We've seen issues when trying to view a Microsoft document (e.g. a Word document, Powerpoint presentation, or Excel spreadsheet), which give the unhelpful error message: "Sorry, there was a problem and we can't open this document". This often seems to be due to an issue on Microsoft's end with a Microsoft or Office account.

To fix it:

  • Sign out of all Microsoft accounts, by going to, clicking the person icon in the top right hand corner and clicking "Sign out". If you have multiple accounts signed in you may have to do this for each of them.

  • Sign out of all Office accounts, by going to and again clicking the icon in the top right, followed by "Sign out"

If that doesn't work then please do get in touch with us

Network settings

Some corporate and school IT networks may block access to the Box service and consequently file previews may fail to display. If this is the case then please ask your IT department to allow traffic to any sub-domain of the following: 

  • *

  • *

  • *

  • *

For more details, please see this article.

Less likely is that your corporate and school IT networks are blocking access to Microsoft Office for the web, but it may also be worth checking that the addresses described here are available

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