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Cannot open photos files (jpg, .jpeg, *.png)

tonekog

Hi,

I have problem with opening of photos files, stored on Dropbox.

Browser

Using browser logged to Dropbox in preview phase, getting message "Couldn't preview this file",

after downloading and opening, message is "It looks like we don't support this file format".

Explorer

Opening files from explorer side, (Dropbox client is installed) getting the same message : "It looks like we don't support this file format".

Why problem looks like general in Dropbox ?

It might be general problem, related to Dropbox:

all photos, stored in Dropbox
photos file, stored on local disc are openable normal
I have a lot of photos, most of them only uploaded to Dropbox, even never opened from my side
A lot of them was normally openable, the same file more times opened normal, after some moment(I don't know what changed on Dropbox) i faced this issue

It must be some "general" issue from DB side.

Can someone help me on this topic ?

Regards , Tone

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Comments

Hannah

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

No related issues have been reported, but let's see what we can find out about this.

Do all these files have their file extension at the end of their name?

Can you send us a screenshot of the errors you see both online and your local Dropbox folder?

If you try this though a different browser or a private browsing window, do you see the same thing?

Let me know and we'll go from there.

tonekog

Hi,

In explorer
- filename with extensions
- click on file , message during opening

Dropbox via browser

BrTone

Hannah

Thanks for this, Tone!

If, as a test, you try to restore a previous version of one of the files, does that help?

Also, if you download the photos from the website, can you open them locally?

tonekog

Hi,

A try to restore to previous version, but I can't , I hove only this option in screen (for all files)

If I download from website, I cannot open locally.

New photos file, from email or web, I can normally open local, after saving to Dropbox folder(local client for DB) I'am geeting this error.

regards, T

Hannah

Thanks, @tonekog.

And you're seeing the same thing on other browsers as well?

tonekog

Yes.

I can share same sample folder with you, you will se behavior on your side. Should we try?

Regards, Tone

Jay

If the images aren't opening on the site or your computer, then this could mean that the images were corrupted before syncing to Dropbox.

Did you upload these images manually to the site itself, via the mobile app, or did you move the files into the Dropbox folder?

carlosc9

Hi there!

I have the same exact issue. Even though the images are jpg, I am not able to open them in a browser, in the desktop app, or in the mobile app.

It could be that the images were corrupted when uploading them, but why is this happening? And what's the best way to upload images from my iphone to dropbox?

For context, I uploaded the images from the mobile app. I created a folder, then I chose the option to upload photos.

Appreciate your help.

Hannah

Sorry to see that you're having this issue, @carlosc9.

Just to confirm, are you uploading the photos by opening the Dropbox app and tapping on the '+' icon?

Or by sharing the photos to Dropbox through the Photos app?

carlosc9

Hi Hannah. Thank you for getting back to me so quickly.

The first option. I am opening the Dropbox app and tapping on the '+' icon.

After a few tries, I was able to upload a smaller amount of pictures, but the issue seems to still be there as half of those uploads keep showing the same issue. I am not sure why this is happening.

Could help me troubleshoot or find the cause of this?

Thanks!

Hannah

Thanks for the update here, Carlos.

It is very strange that they don't open on the website, mobile app or locally on your computer, this definitely indicates that they're corrupted somehow.

But uploading them to Dropbox like that, wouldn't cause them to get corrupted.

If you download them from our website and open the downloaded version on your computer, what do you see?

Try downloading from different browsers too, if you can.

tonekog

Dear all,

Since I have problem also with some other filetypes, not only photos (*.jpg), I investigate more, and I found the "same point" of issues.

All files, which are corrupted was changed at the same time :

Information

Modified : 28 April 2020 at 17:47.

All files, which are damaged are modified at this time. There are *.jpg, *.xls, *.xlsx, *.pdf.

At this moment files are modified only inside Dropbox area on my harddrive, out of Dropbox area there no any file on my hardrive damaged.

It looks like something was demaged inside Dropbox storage. Is it some how restorable or recognizable, what was executed at that moment.

Let me know,

Thanks,

Regards, Tone

tonekog

@carlosc9 ,

can you check, when your damaged file was modified, is any relation with time from mine case ?

Can you check please ?

Br, Tone

michael_j

I have exactly the same problem.

Has there been a resolution to this?

Here are my steps:

Take photos on an iPhone. When I send the photos to a windows device e.g. via Slack or email, I can view the photos without error
Use the Camera Uploads feature on the Dropbox iPhone App to sync my photos with Dropbox cloud storage
Open the sync'd Dropbox/ Camera Uploads folder on my laptop and attempt to open any image and receive the same error message.

Hannah

Hey @michael_j, sorry to hear about this.

I tested this on my end, and I'm not having any issues, so let's see what we can find.

Just to confirm, you're adding the photos to your Dropbox with Camera Uploads, right? Do they open fine when you preview them in the Dropbox app on your phone?

On your computer, if you move them out of Dropbox, do they open?

tonekog

@michael_j

can you check, is the same modification time on all files with this issue?

In my case, all files with this issue (not only photos, even, pdfs, excels, word,... all of them) have the same time of modification. In my case this time is Modified : 28 April 2020 at 17:47.

Can you check if you have same pattern on all error cases ?

br Tone