File won't open or preview
What to do when Preview or Download doesn't show a document or report — unsupported file types, disconnected storage, missing files and permission problems.
Overview
Each document or medical report with a file has Preview (opens it in your browser) and Download (saves it). If nothing useful appears, the cause is usually the file type, the storage connection, or the file itself. The message you see tells you which.
Before you start
- Note where the household keeps its files: Personal360 storage, Google Drive, OneDrive or a Synology NAS. You'll find it on File Storage.
- Note the exact message you see, if any.
Steps
- Check the file type. Browsers can preview PDFs, images (PNG, JPG, WEBP, GIF) and plain text. Word files (
.doc,.docx) can't preview — they download instead. Open them with Word or a similar app. - Read the message. If a page shows a short error instead of the file, match it here: | Message | Likely cause | Fix | |---|---|---| | No file attached | The record has no file yet | Click Attach file, or link one from storage | | File unavailable | The stored file can't be found | Use Replace file to upload it again | | Storage provider not configured | The record points to a drive or NAS, but the household no longer has one connected | Reconnect storage on File Storage | | Remote fetch failed | Personal360 couldn't reach your Drive, OneDrive or NAS | See step 3 | | Forbidden | Your role can't read this household | Ask an Owner for access |
- Test the storage connection. Go to File Storage and run the connection test. For a NAS, follow Live troubleshooting — it lists fixes in order, each with I did this — test again.
- Check the file still exists. If you moved, renamed or deleted it in your own Drive, OneDrive or NAS, Personal360 can no longer find it. Put it back, or link the new location with the storage link button on the record.
- Sign in again. If your session expired, links stop working. Refresh the page and sign in.
- Try another browser. Some browser extensions block PDF previews. A private window is a quick test.
Example
Anil Kapoor clicks Preview on his health insurance policy and sees "Remote fetch failed". On File Storage the NAS test reports The NAS is not reachable from the internet. He follows the first fix, clicks I did this — test again, and the test passes. Preview now opens the PDF.
FAQs
Does Personal360 keep a copy of files in my Google Drive or NAS?
No. Connected storage is read-only and streamed on demand, so if the source is offline, the file can't open.
Why does a Word file download instead of previewing?
Browsers can't display Word files. Download it and open it in a word processor, or save it as PDF for previews.
Can a Member preview files?
Yes. Any role that can read the household can preview and download files.
Troubleshooting
Preview opens a blank page
The file may be damaged or password-protected. Download it and try opening it on your computer. If that fails, replace it with a fresh copy.
"This household has no cloud/NAS storage configured."
You tried to link a file from storage, but none is connected. Set storage up on File Storage first. See Storage troubleshooting.