A File Won't Preview, or a Page Looks Broken
A spreadsheet that won't render in Peony's viewer, a video with sound but no picture, or a room page that won't load. What to try for each.
Last updated October 23, 2026
The file is in the room, but it won't open in the viewer, or the whole page looks wrong. Start with the page, then the file.
1. The Page Looks Broken or Won't Load
Reload the page. If it still looks wrong, open the link in an incognito window, which runs without your browser extensions and saved site data. If it works there, an extension such as an ad blocker is the likely cause. If it fails in incognito too, send a screenshot to support.
2. An Excel File Won't Preview
Excel (XLSX) and other spreadsheets render in a secure viewer in the browser. Very large or very complex workbooks can be slow to render or show no preview.
- Allow Download on the visitor's link (Business), or on that one file (Data Room and above), so they can open it locally. See Set view, download and upload permissions.
What visitors see in a spreadsheet, and how formulas behave, is in Excel and Spreadsheets.
3. A Video Plays Sound but No Picture
The file uses a video format web browsers can't show. Convert it to MP4 with H.264 and upload it again. See A video won't upload or play.