Many thumbnails disappear as soon as I select a picture.

Hey @kenternst - sorry to hear you're having issues with this.

Can you please clarify if you're referring to the Dropbox website or the desktop app and your Dropbox folder on your computer?

If you could also send us a couple of screenshots so that we can have a visual too, I'd appreciate it.

Thanks!

Thumbnails take a long time to load and if I select a picture file after they appear, many thumbnails disappear again. This is on your application on my Android Samsung S8 tablet and my Samsung S22 phone. T

I see, thanks for clarifying that for me @kenternst - much appreciated.

Could you clear the app's cache and let me know if the issue persists?

To clear the cache on your Android:

Open the Dropbox Android app.
Tap the menu icon in the top left.
Select Settings.
Select Clear cache.

Once you’ve cleared the cache, log out of the Dropbox app, restart your device, then log back in.

Did what you suggested. No improvement

Megan

Hey @kenternst, do you notice this behavior only when you preview content using your Files tab, or it's the same on your Photos tab too?

Can you also clarify your OS, and the app's version that you're using at the moment?

Photos and as I mentioned, it's a problem on both my Android S8 tablet and my Android S22 phone, Android version 14

Megan

Hi @kenternst, if you connect to a different network or use your cellular data, do you notice the same behavior?

Yes. BTW we travel full-time in a motorhome and use Starlink at 40 to 120 MBPS. The problem began on your last up grade. I've been a customer for several years. There is no problem at my end, unless there are new settings or application changes I need to be aware of. I can't be the only one having problems on multiple devices on Android equipment.

Jay

Hi @kenternst, we've not seen similar reports like this. Have you tried connecting to a stable WiFi connection to see if the issue persists?

Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

As I've mentioned, we have a very fast Starlink setup (30 to 110 MBPS speeds). We do everything on line daily. The only change was your last update when all this started. We travel full-time in a motorhome and do research, banking, communications, etc. with no problems. However, Dropbox has become unmanageable after your last update. If you can't offer any solutions, I will have no other option but to move my backup to another company. I'd rather not but trying to put the problem at my end isn't helping. This is a Dropbox software upgrade problem.

I'm having this exact same issue, Galaxy s22 Ultra, Android 14.

Thumbnails either don't load when i open the folder or they'll load but when i hold on 1 to start marking them for deleting or to move them, all the thumbnails change to generic icons, so unless i remember what each photo looks like before i start marking them, its impossible to move or delete multiple files at once.

neptunejcn

I am having the same problem after upgrading the app last night.

Glad you're joining in on this problem. Tech support, so far, thinks the problem is me

BenDBX

Hi Everybody,

A recent Dropbox for Android update addressed a thumbnail loading issue. Please update your app to the newest version. If thumbnails are still failing to load and disappearing, let me know and we can investigate further.

Thanks,

Ben

App Updated, Cache Cleared, Phone turned off, left for a few minutes then turned back on again. Problem still exists unfortunately.

BenDBX

Thanks @Lakeysan, I'll pass this along this and we'll continue to investigate.

Sorry, but no change after updating your app and rebooting my tablet. Still difficult to get thumbnails to load and thumbnails still disappear after making one selection.

Is there an update coming to fix this issue? This has been going on way too long.

Nancy

Hi everyone! I just wanted to mention that our team is currently working on a fix, so they’ll update you here as soon as possible. Thanks for your patience.

Digitalmithy

I'm having the same issue on Android 14. Has Dropbox made any announcements regarding this problem or an ETA to being fixed?

Hi all, I just wanted to mention that this should be resolved now.

Could you try again and let us know if this is still an issue for anyone?

That problem has been resolved. I hope you're looking into improving the login problem of having to re-log in multiple times when using "save to device" on your Android application. The lack of a feature to manage duplicate files is very frustrating and causes me a great deal of time organizing over 10,000 photos. Are improvements coming?

I'm still having the same issue unfortunately. Thumbnails are loading but when i attempt to mark multiple either (a) all the Thumbnails break or the ones i am selecting break 1 after another.

Demonstrated this with screenshots to your support team approximately 2 hours ago and its currently being investigated by your App department.

neptunejcn

Alas, I am still having the same problem.

Nancy

Hey all! Can you make sure you’re running the latest v378 app version and let me know if the issue persists?

Fixed on this end. Thank you as always for your continued support.

neptunejcn

So far, so good. Thumbnails are slow to load but once they load they day visible. Thanks.

Krugerbooger

I have the same problem. I get a "can't load photo" after I click the photo I want to open or delete.
I'm trying to delete pictures to clear up space, however when I try to delete inget a "delete failed"

Running iOS - Dropbox app and on website via Chrome

Hey @Krugerbooger, have you tried clearing the app's and the browser's cache since you first noticed this?

If you did and this persists, please send us a screenshot of the exact error you're getting so that we can have a visual too.

Thanks so much!