> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://support.firmroom.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to Troubleshoot Document Viewing Issues

If you're experiencing difficulties viewing files or folders, please refer to the following troubleshooting steps:

### Issue #1: Unable to View a File in the Data Room

There may be a couple reasons why you are unable to view a file:
* **Encryption or Password Protection:** If the file is encrypted or password-protected (for example, a file linked from a user's drive), it cannot be viewed in the viewer. This might be the reason for the issue. Please contact your room admin and request download access.
* **File Type Not Supported by Viewer:** Not all file types are supported by the viewer. For example, some files like **.XLSM** Excel files may not be compliant with our platform. Please contact your room admin and request download access.
* **Permissions:** It's possible that you don't have the necessary permissions to view certain files. Permissions are managed by the room admin. To resolve this, reach out to the admin and discuss granting you access to view and/or download specific folders and files. 
![](https://storage.crisp.chat/users/helpdesk/website/-/5/e/4/b/5e4b6de79838d800/screenshot-2025-08-13-at-84901_666j0b.png)

|| Note: Our viewer supports MS Office documents (Excel, Word, PowerPoint), many image formats, and some other basic types like plain text or PDF.

### Issue #2: Unable to View a Folder

If you are unable to view a folder, it indicates a permission restriction. In such cases, you should contact the room admin and request them to grant you the necessary permissions.

| __Tip for Admins__: To grant a user or group permission to view a folder or file, navigate to the Permissions tab. In the left-hand panel, select the specific permission group. Then, in the main panel, click on the Data Room tab. From here, you can set access levels for folders and even individual files. 

![](https://storage.crisp.chat/users/helpdesk/website/-/5/e/4/b/5e4b6de79838d800/screenshot-2025-08-11-at-85426_18uuops.png)

 If you have any further questions or need assistance, please reach out to our support team at support@firmroom.com

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**Relevant Articles:**
[How to set Data Room permissions](https://support.firmroom.com/en/article/how-to-set-data-room-permissions-1g0zjh9/)
[How do I set up a staging folder?](https://support.firmroom.com/en/article/how-do-i-set-up-a-staging-folder-16z5q4l/)