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.JPG Files are Supported but Something Went Wrong.

Hi there, I'm a freelance photographer / creative and I use Dropbox for most of my clients simply because it's fast and it is always fuss-free when it comes to sharing across deliverables or photographs. I never had a problem with Dropbox for the past 4 years or so and now I'm constantly facing this issue which really annoys me and I might change Cloud if this problem persists or if there isn't any solution to this. I've went through most parts of this forum and google-d for solution but none of it works. If anyone could help - this would be greatly appreciated.

Some information that you all might need or ask.

Screenshot of the problem:

*This is a screenshot that my client(s) sent me. I though it might be a one-off thing but I'm getting the same problem from 2 or more clients already.

Details:

- I am using Dropbox Professional - I am only utilizing 256GB out of my available 2TB Storage.

- I am using Windows and not Macbook/Apple.

- The photographs are viewable on my end, I can open them in Preview / Photo Viewer

- The files are not extremely large, each photo is about 2-3MB only.

- I've tried re-exporting photographs in even lower-resolution and my client still are unable to view the photographs.

- My clients tried using 2 different phones (Apple), a Windows Computer but they're unable to view the photographs still.

- I sent them with an "anyone with the link" can view or access the folder option.

- File names do not have funky lettering or data / titles. They are all named - DSC1001.jpg (and so on..)

- Photographs are not uploaded via external storage. All internal storage HDD, then uploaded onto Dropbox folder (newly created folders)

- I've tried clearing my browser cache and I still face this problem

*I won't say this is a solution but with the same folder and files, I used another cloud platform and it worked for my client.

PLEASE HELP.

I LOVE DROPBOX AND I WANT TO CONTINUE BEING A USER

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Comments

Megan

Hi @Iniesta, I'd be delighted to see what we can find together on this one!

When you try opening the link on your end using an incognito tab on your browser, do you still see the same error?

If I were you, I'd try deleting the link, and then re-creating to see if that changes the narrative there.

In any case, keep me updated!

Iniesta

Hi @Megan

I've tried opening the link in an incognito webpage and I see the same error.

But if I accessed it from my own end (logged on) I don't see this error.

The solution was to delete the previous link and to create a new one.

But then comes a question - do I have to constantly do that for EVERY one of my folder I'm sharing out?

Because I do a lot of folders w different files sharing to all of my clients - it will be very tedious to repeat this process over and over.

Megan

Hi @Iniesta, glad this was resolved like so!

Do you notice the same kind of behavior with more than one link? If yes, what are the file types this is happening to?

Iniesta

Hi there,

I mainly deal with .jpg files only.

And yes it is re-occurring, I have had 4 similar issues prior to this and it only happened just a week before.

A week before, I never had such issue and this issue only happens to people who receives the link and views it - not on my end when I'm logged on.

Jay

Hi @Iniesta, how many megapixels are the images you're trying to preview? This is the width x height of the image in pixels.

mrbrock21

I am having this same issue and can't find a solution. I send folders to two clients and they both sent me screenshots of this message ".jpg files are supported but something went wrong". I send dropbox folders to many clients and this is a first.

Nancy

Hi @mrbrock21, I’m sorry to hear you’re also having this issue.

Have you tried all of the suggestions provided above? Do you get the same type of error on your end, as well, when opening your shared links via an incognito window?

Also, is this happening for other filetypes, besides .jpg?

Iniesta

Hi, on my initial thread / topic starter I've already included this information.

But my files (.jpg) are usually 2-3MB, sometimes up to 5MB at most.

For width x length pixels - 3750 x 2500 or 1920 x 1080.

Not too sure why would the pixel length be of an issue to this, even if its 10MB-500MB / whatever pixel dimensions, it should be able to be shared across

to my clients.

Megan

Hi @Iniesta, for .jpeg files to be able to preview without an issue, they should be up to 100 MB or 50 megapixels.

That could be the culprit here. Can you try resizing them and sharing them again?

As for the sharing, it seems they are able to share, however the problem is when people try to open and view them, right?

Jay19741

I've been posting pictures to a group in a hiking forum for years and have never had a problem until yesterday when I received the same error message.

Here is the link to the photos. If you click on an individual photo it will appear for an instant before the message pops up.

removed link

Iniesta

Hi Megan,

That is absolutely not the culprit here.

I just mentioned that my files are usually 2-3 MB and up to 5MB.

So the files should be able to be previewed to whoever I share with, and I am still facing this issue with .jpgs that are < 5MB. And there are more people in this thread that are all facing this issue too.

Mentioning 100-500MB was a possible situation and not what is ongoing currently but yes if we’re talking about 100-500MB then I agree that previewing could be a problem.

But pls fix the “not supported issue” for <5MB files.

Megan

Hey @Jay19741, thanks for posting here!

I've removed your shared link, to avoid any traffic to your account. Have you by any chance tried the above steps provided in the thread?

Also, @Iniesta, your comments on this have been quite helpful, and I will do everything I can to ensure that your voice is heard.

Can you give me an example of how many megapixels your images are while they don't reach the size limit?

Jay19741

Megan,

The size of the photos is unchanged from prior postings but the number of pictures in the file is much greater than on prior occasions. I suspect that is the reason for the issue. We'll see how it works out next week. Thank you for your reply and thanks for removing the link!

Iniesta

Thanks for that.

Like I mentioned, the file sizes are less than 5MB.

Each image is different in the exact megapixels dependent on the image too.

For example - (actual numbers)

Image 6303 - 2.55MB

Image 6304 - 2.43MB

Hannah

Sorry for the delay here, @Jay19741 and @Iniesta.

Can you let me know if you're still having trouble with this?

Iniesta

Yup @Hannah

It hasn't been fixed.

The only solution was to delete the first link generated, re-create a new link.

But like I mentioned previously, I can't possibly repeat the solution every single time I'm pushing out a folder.

Regards

Jay19741

No problem Hannah. Everything seemed fine last week and there were no photos this week so I'm guessing that was the problem. Thanks!

CharissaJ12

I read through the thread about many people having an issue with viewing .jpg files in dropbox and after downloading them, the last post was 2 years ago so I just wanted to know how did this issue get resolved?

I am having the same problem today. I uploaded all of my wedding photos to Dropbox a few years ago to keep them somewhere I could always access them and now I can't view any of them. I typically use Chrome but tried Firefox and incognito browsers and still got the same issue. I can't preview the files within Dropbx and once downloaded I get the "unsupported" error.

These files were viewable when I first uploaded them. I have other folders with .jpg files that I can preview/download and view. It is just this one, very important folder that I can't access.
Dropbox Issue.png

Vicker

Hi, @CharissaJ12 ,

I notice that the browser's URL is pointing to the filename that starts with "._1209.....". May I ask if the files that you are trying to upload really begins with a dot? Or that only happens after uploading the file to Dropbox?

The dot prefix for a file usually refers to hidden files, so I am not sure whether the file is incorrectly named or there are some file upload issues. In case it is the former, you may try to rename the file locally without a dot prefix to see if the problem could be resolved.

Hope this helps.

Cheers

Vicker

CharissaJ12

The files when originally uploaded were viewable, it has been a few years so I don't know if they were uploaded with a ._ originally, I am assuming no since I was able to view them when originally uploaded. Is it possible that there was a dropbox update that effected/corrupted these files? Not sure why it would have effected one folder and not another but I don't have the original files to reupload so I am hoping there is a way to get these images back into a viewable format.

Hannah

I'm happy to see this is resolved for you so far, @Jay19741!

@Iniesta, I do understand that your images are quite small in size, but if they exceed the 50 megapixel limit, I'm afraid they cannot be previewed.

As for you, @CharissaJ12, have you tried restoring these files to a previous version, to see if that helps?