PDF Document Thumbnails Not Displaying (missing image icon shows) in HubSpot Documents Tool—even for

Smart CRM & Sales Hub Sales Hub Tools
1

Hi Community,

I’m experiencing a persistent issue with PDF document thumbnails in the HubSpot Documents tool and would appreciate any help or insights.

Background:

  • Last year, I uploaded a PDF to HubSpot Documents.
  • Recently, I noticed that the thumbnail preview for the title page was missing when sharing the document.
  • When I tried to fix this by re-uploading the PDF (even after optimizing the file), the thumbnail for the preview file disappeared completely.
  • Now, when I go to the document link, all the slide thumbnails in the navigation are missing—just blank or broken images.
  • Clicking on the thumbnail image URLs returns a 404 error (“not found on this server”).

Additional Troubleshooting:

  • I tried uploading a brand new PDF (not just re-uploading the old file), and the navigation still comes up with blank thumbnails—no images are generated for any pages.
  • The PDFs display fine in other viewers.
  • I’ve tested in multiple browsers and cleared my cache.
  • The files are present in the HubSpot file manager and haven’t been deleted or renamed.
  • I’ve checked for any redirects or permission issues.

Has anyone else run into this problem with missing or broken thumbnails for PDFs in HubSpot Documents?

  • Is there a workaround or a known fix?
  • Is this a bug or a limitation with certain PDFs or HubSpot’s thumbnail generation?

Any advice or suggestions would be greatly appreciated!

Thank you!

2

Link one of the many PDFs: https://hubs.ly/Q03vHwjf0

3

Hi @JackDal ,

This sounds like it could be an issue with compatibility, file corruption, or rendering. I would try one or both of these, if you have not already:

  • Generate your pdf at a higher level of compession to see if that helps.
  • Where possible, use a different method or app to generate the pdf file.
  • Make sure the resolution on the document is 1920 x 1080.

I hope this helps!

4

Thanks, Trevor. I would have thought the same, however, all of the thumbs worked for at least 7 or 8 months before I took a break from HubSpot, and on my return, they were no longer working.

5

Cancel that - they are back!

Just a glitch I suppose.

Thanks for the help!!!

6

Hi, I ran into this too recently—thumbnails not showing for PDFs in HubSpot Documents, even for new uploads. It seems to be a bug on HubSpot’s end, especially if the preview images return 404 errors.

What I found helps:

  • Try converting the PDF to a different version (like PDF/A or PDF 1.4) before uploading.
  • Make sure the first page doesn’t have transparency or unusual fonts.
  • If that doesn’t work, contact HubSpot Support—they confirmed it was a known issue in my case and regenerated the previews manually.

Hope this helps!