🚨Error: File Preview Does Not Load – "Oops! Something went wrong!" / "Loading content failed – Document could not be found

When opening a file preview in amber, you may encounter an error overlay stating "Oops! Something went wrong!" along with a toast notification: "Loading content failed – Document could not be found". This means amber was unable to render the file preview. The file content itself may still be intact — only the in-app preview is affected.

Possible Causes

  • Data source is no longer connected: The connector linking amber to the original data source (e.g. SharePoint, network drive, Confluence) may have been disconnected, reconfigured, or its credentials may have expired. Without an active connection, amber cannot retrieve the file for preview.

  • File was recently deleted from the original data source:If the file has been removed or moved at the source, amber's index may still reference it, but the actual content is no longer available for rendering.

  • File is too large to load in time:Very large files (e.g. extensive PDFs, high-resolution images, large spreadsheets) may exceed the preview timeout, causing the loading process to fail before the content can be displayed.

  • Unstable internet connection:A slow or intermittent network connection can interrupt the data transfer between amber and the source system, resulting in a failed preview.

Solutions

  1. Download the file instead of using the preview
    Click the "Download" button shown in the error overlay (or use the download icon in the top-right corner of the preview window). This bypasses the in-app rendering and saves the file directly to your device, where you can open it with a local application.

  2. Jump directly to the file in the original data source
    Instead of relying on the amber preview, click the source link to open the file directly in its original system (e.g. SharePoint, Confluence, network drive). This avoids any preview-related issues entirely.

  3. Check your internet connection
    Ensure your connection is stable. Try refreshing the page or switching networks (e.g. from Wi-Fi to a wired connection) and attempt the preview again.

  4. Wait and retry
    If the issue is caused by a temporary timeout or server load, wait a moment and reload the preview.

  5. Report the problem
    If none of the above steps help, click the "Report problem" button in the error notification. This sends diagnostic information to your administrator or the amber support team for further investigation.

For Administrators

  • Verify connector status:Ensure the relevant data source connector is active and properly authenticated in the amber admin panel.

  • Check if the file still exists:Confirm the file has not been deleted, moved, or renamed at the source.

  • Review file size limits:Large files may require adjusted timeout or size settings.

  • Monitor connector logs:Look for sync errors or permission issues that could prevent file retrieval.

If the issue persists across multiple files or users, contact amber support with details on the affected data source, file type, and error timestamps.