A document won't open or keeps loading

Do you click a file and the screen stays blank, or does Euro-Office keep loading? Usually a few simple steps will fix it. Try them in this order.

Step 1: reload the page

Press F5 (Mac: Cmd + R) or click your browser's reload button. Then wait a moment: a large file can take a bit longer to open.

Step 2: try a private window or a different browser

Open a private window (in Chrome and Edge Ctrl + Shift + N, in Firefox Ctrl + Shift + P), log in to your WebOké Nextcloud and open the file again. Does it work there? Then something in your regular browser is the cause, such as old files in the cache or an extension. Clear the cache, as described in Pop-ups, the clipboard and your browser's cache, or temporarily disable extensions such as an ad blocker.

Are you using an older or less common browser? Update it, or try Chrome, Edge, Firefox or Safari. See Which browsers and file formats work with Euro-Office?.

Step 3: read the message

Do you see a message on screen? It often tells you exactly what's going on. The most common ones:

• The document has not been edited for a long time. Reload the page. You had the document open for a long time without doing anything. Reload the page; nothing is lost.
• The editing session for the document has expired. Reload the page. Again, reload the page.
• The file size exceeds the limit set for your server. The file is too large to open online. Make it smaller, for example by resizing large photos or moving an old archive to a separate file. If that doesn't work, contact support.
• The file is protected with a password and cannot be opened. The file is encrypted with a password. Ask the creator for a version without a password.
• The contents of the file do not match the file extension. The extension after the name is incorrect, for example an old Word file named .docx. Ask the creator to save the file again in the correct format.

You'll find an overview of all messages in Euro-Office notifications and what they mean.

Step 4: doesn't the file open in Euro-Office?

Does nothing happen in Euro-Office when you click a document, while colleagues can open their documents fine? Then you may not have an Office Suite licence yet. Ask your Nextcloud administrator to assign you one. You'll find out how in Ordering and assigning Office licences to users.

Is the administrator currently updating to Euro-Office? Then your Nextcloud is usually unavailable for 5 to 15 minutes. Wait a moment and try again afterwards. See Switching to Euro-Office.

Step 5: check whether the file itself is in order

Download the file from Nextcloud and open it on your computer. If it doesn't open there either, the file is probably damaged. In that case, restore an earlier version in Nextcloud, as described in Versiegeschiedenis: een oudere versie terugzetten.

Tip: still no luck after these steps? Then get in touch with us. Read When you contact support to find out which details help us solve it quickly.