This error can occur when opening a shared link and attempting to preview a PDF file. Sync uses end-to-end encryption, which means the PDF must be decrypted in your browser before it can be displayed. Error 2015 indicates that the encryption key required to decrypt the file is missing, invalid, or unavailable.
How to fix this:
1. Try generating a new shared link
If the original link was created while the file was still uploading or being encrypted, the encryption information may not have been written correctly.
- Delete the existing shared link and create a new one.
- Test the new link to see if the PDF preview loads successfully.
2. Verify the file opens correctly in your account
- Sign in to the Sync web panel.
- Locate the PDF and confirm it can be opened and previewed successfully from within your account.
- If the file cannot be previewed internally, the issue may be related to the file itself rather than the shared link.
3. Move the file and create a new link
In some cases, a shared link can become disconnected from the file it references.
- Move the PDF to a different folder.
- Create a new shared link for the moved file.
- Test the new link again.
4. Check if multiple shared links are affected
If several or all of your shared links produce the same error, there may be an issue with your account's encryption keys. Contact our support team with details about what took place when the error occurred so this can be investigated further.