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PSD thumbnails are not displaying

Dropbox enables me to see my Tiff photos. However, I cannot see my PSD photos. There are no thumbnails for the PSD files.

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Hannah

Hey @jpeterka, thanks for bringing this to our attention.

Are you having this issue in your local Dropbox folder, on dropbox.com or our mobile app?

Can you please send us a screenshot of how your PSD thumbnails appear, compared to your Tiff files?

Thanks in advance.

jpeterka

Hi Hannah,

Thank you for your reply!

My issue is with the iPhone and Web apps. The Tiff files display fine. However, the PSD files only show the size in MB and how long ago they were modified on the iPhone 12 and only the file name on the website.

jpeterka

Hi Hannah,

Thank you for your reply!

Do I need to purchase a full-blown plan to get the functionality I am looking for from Dropbox or should the aforementioned features be working with the plan I am using?

jpeterka

I did a little more testing...ironically, the virtual drive on my Windows 11 PC shows both the PSD and Tiff preview images when I sign in as Administrator. Otherwise, I do not see the preview; I see icons and filenames.

Logged in as Administrator

The Dropbox website and iPhone app only show the Tiff preview image.

Megan

Hi @jpeterka, thank you for reaching back to us, I hope you enjoyed your weekend!

What is the file size of the .PSD files you're referring to? Can you give me some examples?

jpeterka

All my test PSD files were 148.6MB.

jpeterka

Hi Megan and Hannah,

Thank you for getting back to me!

My PSD test files were all 148.6 MB. I thought I read that Dropbox could display up to 50MP or up to a gig in size.

The Tiff files ranged from 97 MB to 127.5 MB and all displayed well.

Megan

Hi @jpeterka, thanks for your speedy reply!

Do you happen to know if the .PSD files are larger than 50 megapixels too?

jpeterka

I just loaded one into Photoshop to examine the file information and confirm the camera used. All my test PSD files were taken with a Fujifilm X-t4, a 26MP camera.

We normally use our Fujifilm X-T4s (26MP) or Canon R3 (24MP).

jpeterka

I had modified an old Kodak Carousel to digitize 35mm slides with the XT-4. There was no need for a flash because the slide projector's bulb back lit the images. That is why my psd test files are all 148.6MBs. I have since purchased a slide scanner to do the job.

I can see the PSD file previews on my virtual PC drive, but I cannot see them on the Dropbox website or in the iPhone app.

Megan

Hi @jpeterka, keep in mind that you can see the thumbnail preview on your computer as normal, most likely because it's the OS that's generating the preview, and not directly Dropbox.

As for the web, can you try a different browser too, just to see if you get the same results there? Also, can you clarify if you can open the .PSD files using the web?

jpeterka

Hi Megan,

The website does not open my PSD files. It shows the files have been uploaded to Dropbox, but there are no previews like there is with my Tiff and JPG files.

Relative to trying different browsers, I tried Chrome, Mozilla, Brave, and Edge. Results were the same...

jpeterka

Today, I deleted all my test files from Dropbox. I loaded the software on my PC and tried to simply copy a PSD file to the Dropbox folder. The PSD file displayed find in my PC's Dropbox folder. However, the PSD does not preview on the Dropbox website or on the iPhone app. See screenshot.

jpeterka

More testing - I found a legacy cake topper photo that was a 39.94MB PSD file and uploaded it to Dropbox. What do you know, Dropbox previewed the file! The only conclusion I can make at this time is that Dropbox limits free accounts to lower MB threshold photo previews. Does anyone know beyond a doubt that Dropbox paid account enable PSD previews for photos up to 50MP and/or 1GB? Also, is it possible to get a personal account greater than 2TB?

Thank you!

Megan

Hey there, @jpeterka!

Can I send you an email, in order for us to have a closer look into this?

jpeterka

Yes, email me at [email removed as per Community Guidelines]

Thank you.

Megan

Hi @jpeterka, I just sent you an email.

Reply back to me as soon as possible, and we'll take it from there. Cheers!

jpeterka

Hi Megan and Ben,

My PSD file is 148.57 MB. I used a Fujifilm X-T4 camera (26MP) to digitize a 35mm slide. I pulled the photo into Photoshop, changed my settings as you recommended to “Maximize Capability”, saved it, and then uploaded it into Dropbox. The Dropbox message was “Couldn't preview this file”. I can download it just fine, so I know that the Dropbox server accepted the upload.

I found that my RAW camera files (CR3, DNG, NEF, and RAF) and the Tiff’s preview. However, my PSDs over 100MB do not preview. PSDs under 50MBs do preview. If I half my resolution (600 pixels to 300) on my 148.57 MB PSD file, it becomes a 37.1MB file and it previews in Dropbox. From my reading, Dropbox supports PSD files up to 1GB or 50MP. I prefer not to half the resolution on all my PSD files that exceed 100MBs.

In addition to the above, I have the following questions…

1) Does Dropbox offer AES 256-bit encryption?

2) Does Dropbox have Two-factor authorization?

3) Does Dropbox include zero-knowledge encryption?

4) Is my data stored at Dropbox subject to 5-eyes, 9-eyes, or 14-eyes (government surveillance alliances established across different countries)?

5) In the chat room today, Vencent stated that Dropbox deletes files that have not been used in a year. Is that true? I do not want to use a service that removes my data without my consent.

6) Lastly, what plan enables me to see open tickets or to obtain full functionality? I see no open tickets with the free version nor were they available while I was trying the Plus version.

My concern about security - today Microsoft sent me an email with an attachment of a Christmas Photo from the 2TBs of data I added to OneDrive. They claimed their service was secure. They may have AES 256-bit encryption and two-factor authorization. However, they obviously do not support zero-knowledge encryption because they were able to randomly pull a Christmas photo from my data and email it to me. From my perspective, Microsoft breached my trust.

Thank you.

Kind regards,

John Peterka

Jay

Hi @jpeterka, for your encryption questions, this article should help. Two-factor authentication is offered for all plans on Dropbox.

Regarding government surveillance, this article and the links there might help.

If a Dropbox account hasn't been accessed for 12 months, then it would be marked as inactive and then the account and all files within would be permanently deleted. You'd receive an email before this happens, however, in order to login to the account to keep it active.

Lastly, and paid plan will allow you to submit an email to the support team, and view your current tickets from the support page.

jpeterka

Jay,

Thank you for your reply.

I read that Dropbox acquired an organization that provides Zero Knowledge Encryption. According to the article, the author stated we had to wait to learn which plans might include that feature. Do you know if Zero Knowledge Encryption will be installed in all products? If not, which plans will have it?

Thank you.

jpeterka

Hi Katie,

Thank you for your wisdom.

I have previously sent Dropbox information and continued to do so until I finally decided that technicians either did not see the information sent or frankly did not care. At this point, I only hope that other customers are not affected by the same conditions. I have decided to use a Dropbox competitor that can preview my PSD files. In addition, I do not have to wait on them to install zero knowledge encryption.

For the record (and redundancy), the PSD file in question was generated using a Fujifilm X-T4, a 26MP camera. I used the X-T4 to digitize 35mm slides. After I placed the Fujifilm raw, RAF, file in photoshop, photoshop produced a 148.57 MB PSD file. I checked and then actually resaved the PSD file using the previously recommended checked block for “Maximize Compatibility”. The saved PSD file could not be previewed in Dropbox.

This insanity has lasted a month. Each person that takes over the tickets consistently had me repeat steps in a process. My recommendation, for no more than it might be worth, is for Dropbox to test PSD files against their published guidelines. I suspect Adobe has more insight to the limits than perhaps internal people at Dropbox.

Good luck! I am done with Dropbox, so please either close my ticket or do some testing that might benefit others that find themselves in similar positions.

Kind regards,

John Peterka

jpeterka

How is it that Dropbox can preview (Grid mode display) a 159.04 MB TIF but cannot preview a 148.57 MB PSD? According to your published information Dropbox can preview PSD's up to 50MP or 1024 MB's.