Buzz: Questions & Answers

"We can't open this file."

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Mike

We have a teacher from a particular school who is experiencing an issue accessing files. 

Most of the time, they can access files successfully, but at other times they receive this error.

Could this be just an issue with the device or internet connection, or is there also an issue with Buzz to factor in?

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Andrew Price
  • Agilix team member

Hey Mike,

Thanks for reaching out and for including that screenshot. It's hard to say without more context, but I believe that message comes from the Microsoft viewer Buzz uses to preview Office files, so it's usually a preview problem rather than the device or file itself. When the preview has trouble loading a file, it can show that error even though the Buzz itself is fine, which would explain why it only happens some of the time.

To help investigate, I would need one or two specific examples. Could you provide:

  • The location in Buzz where the teacher encountered this, along with any ID's pertaining to the teacher's enrollment and the activity they were viewing (enrollment ID, course ID, activity ID)?
  • The file type and roughly how large the file is?
  • Whether this happens with the same files each time or seemingly at random?

This will enable me to take a closer look and provide better insight.

Thanks!

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Mike

Hi, Andrew! Thanks for the prompt response. For further context:

  • First, this happens to random files -- not just one. 
  • Since it's not just one, the file sizes vary. But the most recent one that had an issue is roughly 28MB.
  • The files in question are uploaded PDFs via 'course resource'. I can provide the activity ID for the parent folder in the master/parent course we created. (4e0de17c0e824ea888b8eed2d37ec4f1)
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Andrew Price
  • Agilix team member

Hey Mike,

Thanks for the additional details. Since these are PDFs, the Office viewer I mentioned earlier wouldn’t be involved here. It's more likely a browser PDF viewer. Because this is happening sporadically across different files and file sizes, I would need more specific information to investigate such as the course ID, file name, browser being used, and approximate time it happened. Details like this are best handled through an official Agilix Support ticket rather than the community forum.

I recommend reporting this to your organization's authorized support representative. If needed, they can submit a ticket to Agilix Support with the necessary details so that we can take a closer look.

I hope this information helps. Let me know if there's anything else, and have a great day!

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