Why is the preview not working? It shows the PDF as a link not an image

On the production side we can only see the file link. When we go to edit the attachment it shows that preview is checked and in the viewer on the right it shows that it will preview the image. What am I missing?

prod.pngmacro.png

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Same issue here, the option 'Show previews' on or off does not make any difference.

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