No images will load in Paper app on my iPhone 13. All works fine on my Mac computer using Safari. The message is “Couldn't Load Preview.”
Hi Everybody,
Thanks for letting us know it's working again! Our engineering team recently implemented a fix for previews in the mobile Paper app.
Your feedback on the lack of updates on this issue is duly noted. We can't always share information on how a fix is progressing, and we do try to provide updates wherever we can.
Thanks,
Ben
Welcome back to our forum, @johnweidner!
Out of curiosity, is this happening with all Paper docs or just one/a few of them?
Have you tried reinstalling the Paper app on your iOS device?
Let me know, and we can go from there.
It seems to be all of them. And I reinstalled the app, with no change
Hey @johnweidner, when did this start happening?
Also, do you have a problem only when trying to preview your Paper files?
No, I OPEN the file on my iPhone. All the text is still there, just right. But every picture is replaced with a message that starts with "Couldn't load preview. The file may have been moved or deleted." (All the pictures are still there when I open the same file on my computer.)
HI @johnweidner, could you try using a different network connection to see if this helps when previewing the files?
I tried turning off Wi-Fi on my phone, and using Cellular Data. Same problem exactly
Crazy question: I'm using hundreds of pictures in my Paper documents. Could there just be a limit to how much the iPhone Paper app can handle?
Approximately how many pictures do you have in one document? If you create a new Paper doc with only a few images, does it load normally?
Approximately 10 to 20 pix, not very large in size. I just made a test document with two pictures, but it had the exact same problem.
Thanks for the info, please could you contact the support team by following this link, for them to investigate further.
I'm having the same issue - any apple product (phone/ipad) not showing the image. However on a PC or android - everything is working fine.
I've started a support ticket with DB and will keep you posted
Same issue here but only have a basic plan so can't open a ticket. Watching this thread with interest!
Hi all, thanks for bringing this to our attention.
We've passed it on to the appropriate team and we'll let you know as soon as we have more updates to share.
Thanks for your patience.
I'm still working through the ticket with DB - Checking off the straightforward troubleshooting items. App reinstall, etc. Again, just to reiterate, Paper (for me) is working on every platform, except the IOS app. Through Safari, works, through Android app, works, on PC, works.
I'v got my ticket going too. Now turned over to the big kids, I think. Hope an answer turns up. I'll post if I find anything out.
Unfortunately I've been told that there is no update on the situation and no timeline either. So I guess I'll have to look for an alternative solution - Google docs or MS something??? Very disappointed.
This is not serious for a Nasdaq-listed company like Dropbox. Dropbox users have documents on Paper that we mostly share with third parties, either to showcase our work or as part of the work itself (plans, reports, projects, tasks...). So if now all the images are not displayed on mobile devices (and they are not being displayed), documents generate a very bad image to our collaborators, followers or clients.
I have a 2TB plan and this still happened to me. Only on IOS - android & any browser, no problem. Works, but so should the app.
I am having the same problem. Has anyone gotten it fixed?
Hi @Nancy
I have exactly the same problem. I have a paid Dropbox Essentials account which I typically use on my iPhone 15 Pro or Windows PC. Using Chrome on my PC I can view the contents of my monthly reports with no problem. On my phone using the Paper App I get the same response as @johnweidner.
From this thread it appears that the issue is not resolved. I use Paper to prepare monthly maintenance reports with input from my team in the field. They too use iPhones. I have note been able to complete my May or start my June reports. Please could you provide a timeline for the resolution of the issue.
Kind regards
Hi Hannah, I'm having the same issue. The images shows in browsers, but on the iPhone app and iPad app - it comes up as broken links.
Welcome back to our forum, @Mosse!
Do you use the Paper app, or Dropbox app? And if so, then have you tried reinstalling the Paper app on your iOS device?
Hi! Looks like it's in all the documents when using the apps. I'm using the Paper apps, and yes - I've tried to re-install the app but unfortunately, it hasn't resolved the issue.
I have been waiting for almost 2 months for Dropbox support’s “engineering team” to fix a very elementary issue on the Paper app (images not showing). Has anyone else had a similar experience dealing with their laughable “customer support”?@DropboxSupport Ticket #23691158: DB Support Chat
Hey @Mosse, thanks for the update.
This is actually an ongoing issue we're investigating.
I moved your post to the relevant thread, which will be updated, when our team has a resolution, so make sure to keep an eye out.
. The message is “Couldn't Load Preview.”
