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Gifs sometimes don't animate at all, or if they do, they are very slow.

I have the problem that gifs sometimes don't animate at all, or if they do, they are very slow. (much slower than the original)

I have an Iphone 15 Pro and using the App. (It works perfectly on the browser, but dont want to use the brower, cause everything is slower)

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Megan

Hi @ilyasnsir, let's jump right into this!

Can you clarify the exact version of the OS you're using, along with the version of the Dropbox app that you have installed on your device?

Do you use WiFi, in order to preview the .gif files, or cellular data? Have you tried switching, just to examine the behavior of these files?

Let me know if it's the same or not.

I'll be waiting for your updates!

ilyasnsir

Thank you for the fast reply.
OS Version: 17.2
Dropbox Version: 358.2
Im using WiFi(i have good WiFi)and tried both, yes. But no difference.
And what i noticed is, that if i have the gif in my gallery, then it works(but in slow motion), but if i do not, then it wont work at all.

Walter

Hey @ilyasnsir - sorry to jump in here, but have you tried clearing the app's cache since you first noticed this?

TERRACE_87

Clearing cache does not fix the issue. I just tried it

Nancy

Did this start happening after a specific update of the Dropbox app, or has it always been like this more or less?

If the issue persists after clearing the app’s cache (and you’re also using iOS), please follow these steps to reinstall the app:

1) Uninstall the Dropbox App

2) Sign out from the App Store

3) Restart your device

4) Sign into the App Store

5) Download and Install Dropbox

6) Try to sign into your Dropbox account

Let me know if that seems to help.

TERRACE_87

@Nancy - I followed those steps and GIFs still do not consistently load. This started in the past week or two with the most recent iOS app versions.

TERRACE_87

It’s a problem with the app. When I load Dropbox on my phone through a web browser all of the gifs load fine.

Hannah

Thanks for checking that, @TERRACE_87.

Can you please check one more thing?

Do you get the same behavior if you connect to a different network, like, a different WiFi or mobile data?

TERRACE_87

It occurs on different WiFi networks as well as cellular. Doesn’t matter what internet I am connected to.

Nancy

@TERRACE_87, can we log a ticket for you at this point? It looks like we’ll need to investigate this further.

TERRACE_87

Sure

Jay

Hi @TERRACE_87, I've sent you an email, please could you reply to it when you get a chance!

blablablablabla

I had same problem and came up with 2 solutions:

Click on the info button to bring up info about the image. Wait for it to load. Go back to the file list. Open the image again and it should work now.
Enable "make available offline". This is the best solution as you can download an entire folder.