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When something gets stuck

A source, original, or share link will not open

Find out whether the file is unavailable, still processing, or no longer shared.

1 min read

Read the state

A source still processing may not have a usable preview yet. A deleted or unavailable original cannot be restored by generating another answer. Read the viewer's message before retrying.

If someone sent you a link

A shared-source link can expire, be replaced, or be stopped by its owner. Ask the sender for a fresh link if you still need access. An unavailable share doesn't reveal the owner's other material.

Try the available recovery

If the problem is a temporary connection failure, retry. If the card still offers Save the original, try it in a compatible local viewer. Contact support with the source type and visible error if the file should be available; do not post a private share link publicly.

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Opening a card and its originalSharing one thing with a linkA file is still processing or won't upload