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".jpg files are supported but something went wrong."

Two years ago I uploaded my entire engagement photo album to Dropbox. Today, when I tried to view the photos, I get an error message for each image: ".jpg files are supported but something went wrong."

I tried this on my phone and got the same message. I have been unable to access the photos for 2 days. Please help! Does anyone know how to fix this?

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Mark

Can you download the file to your desktop say and view them once downloaded via File -> Open in preview or something?

Brashley

Unforunately, I already tried that. When I try to download I receive the message, " it looks like we don't support that file format."

Lusil

Hey @Brashley, thanks for reaching out to us about this.

Could you provide us with some additional info to ensure troubleshooting? For example:

Do you get this error message with a specific file or for all .jpg files?
How large is the file you're trying to preview?
Could you also send a screenshot (without any personal info) of the error messages?

Keep us posted!

Brashley

Hello, thanks for your help! I have noticed that I am receiving this error message in at least two folders that include only .jpg files. I am able to see other jpg. files in my dropbox. I can't figure out why I cannot access the .jpg files in the specific folders.

Below is the error message I am receiving:

.jpg files are supported but something went wrong.

._ab (4 of 47).jpg · 4 KB

Open ▾

5 of 95

Lusil

Thanks for the screenshot, @Brashley! It definitely points us to the right direction.

Dot-underscore (Apple Double) files are created by Mac OSes and appear when copying files with extended attributes metadata into a file system that doesn't support them.

Depending on the info stored in the metadata, you may or may not need these files.

From your screenshot, it seems that the file may be the metadata of the actual file you're trying to preview.

To avoid this in the future, if you have your Dropbox folder on an external drive, we generally recommend ensuring that the drive is formatted in the default file system format for the OS installed.

I hope it info helps!

Brashley

Thanks Lusil. I have the files on an external drive and I am trying to re-upload to dropbox, but I keep getting the same error message once uploaded on dropbox. Do you know how I can successfully upload the files from my external drive?

Lusil

Thanks for getting back to me, @Brashley.

Since files with ._ are hidden system files, you should still be able to upload the actual files to your Dropbox account as per normal.

You can have a look at this thread and this one where other users have discussed similar concerns.

Give me a shout if you have any other questions!

KGmarie

I’ve previously synced my android phone to Dropbox and all my photos were uploaded, now on an iPhone I can no longer see most of the photos in this folder (Last synced 2014). The error message “.jpg files are supported but something went wrong” shows up when I click the thumbnail to view. I’ve tried on my laptop as well but nothing seems to be working.

Daphne

Hey @KGmarie, thanks for reaching out to us here!

Just to clarify, when you mentioned that you tried viewing the files on your laptop, was this via the website or locally downloaded files from the desktop app?

If you try and export the file on your phone to your device's storage, are you able to view the file correctly there? Can you try downloading a file from the web on your laptop?

Also, can you let me know if you see this for all your .jpg files? Can you let me know the size of these files?

Let me know what you find and we'll go from there!

KGmarie

Yes I tried downloading them from the website (Windows laptop - chrome; and iPhone - chrome/safari) + iPhone app and when trying to view it says it can’t view the file type.

Most of the images are around 1.8mb or more. Only around a dozen of a couple hundred are loading and viewing fine. All are jpgs.

Daphne

Thanks for getting back to me here @KGmarie!

Can you send me a screenshot of the error message that you're receiving when trying to view one of the files?

Also, would you mind if I reached out to the email linked with your profile so that I can look into this a bit better with you through our Support channel?

Keep me posted!

KGmarie

Hi Daphne
Yes please if you can email me on the linked email I’ll reply with a screenshot. Look forward to hearing from you.

Daphne

Awesome!

I've just sent you an email, please just check your inbox when you have a moment and we'll go from there.

Cheers @KGmarie!

NaomiM1976

I'm having same issues.. all of a sudden it says the thumbnail can't be viewed and it says jpg. files are supported but something went wrong.... some pictures are showing, some aren't...

NaomiM1976

same here....

Sanchez

Hey @NaomiM1976, sorry to hear about that.

Are the files you’re having trouble with the same as mentioned above, ._?

Can you send me a full-screen screenshot of what you’re seeing there?

Let me know!

GeorgeZoopy

Hello,

I am accessing an old shared dropbox file I had with my classmates where we shared moments from college and there were multiple JPG images in this file. Most of them know are damages and they show the following message ''.jpg files are supported but something went wrong.'' . Some pictures open and they are completely damaged, they are blank or they have weird colors, and some others are fine. When I download the corrupted ones I cannot open them with any application and I receive the message that the file is corrupted or unsupported.

Any help?

Its weird because this shared dropbox file has remained intact throughout the years, its just old and we would like to access these photos now.

Thank you

George

Daphne

Hi @GeorgeZoopy, I'm sorry to hear you're having issues with these files!

Can you let me know if you were able to view these files correctly from the shared folder before? Also, were you able to download them before without issue too?

Would you mind sending a screenshot of the error message you get when you're trying to open the file locally after downloading it?

Let me know - thanks!

GeorgeZoopy

Dear Daphne,

Thank you for your reply.

I confirm I was able to view these files and download them properly without any issues in the past.

I am attaching you 3 screenshots. The first one shows the image files which cannot open at all, the second one shows images which are corrupted and show weird colors and lines, and the third one is the first picture after I downloaded it on my PC and tried to open it with windows gallery.

Please let me know if you need any additional information and I am looking forward to your reply.

Thank you

Best Regards PrintScreen 1.JPG PrintScreen 2.JPG PrintScreen 3.JPG ,

George

Daphne

Thanks for the additional info @GeorgeZoopy!

When you download the file locally, can you try opening the file in another app too? Such as Microsoft Paint or Photo Viewer?

For online, can you try the following to see if any of these steps shows any difference?

Use another web browser
Use an incognito/private window
Clear you browser cache and try again

Keep me posted!

GeorgeZoopy

Dear Daphne,

Thank you for your reply.

Unfortunately none of the above works. I tried opening the files using paint, paint 3D, photoshop, movie maker, photos and snip & sketch and seems corrupted.

I, also, tried opening dropbox after clearing cache, from my phone, using incognito etc but the files are still corrupted. I, have, also tried repairing them using JPEG online repair tools but it was impossible.

Is this something that can happen in old Dropbox folders? Is there any way I can retrieve them?

Thank you

Best Regards,

George

Daphne

Thanks for trying out those steps @GeorgeZoopy!

It's not something that should occur if there haven't been any changes made to the files manually.

Could you check the version history of one of these files to see if there was any changes made to it? If you're not familiar with this, you can check out the steps here.

Let me know what you find!

drunreal

Similar problem for me on my Samsung Galaxy S9+ with dropbox from Firefox.

The Dropbox App works fine though, only a problem when accessing folders with photos in dropbox from the Firefox browser.

And I don't have any '._' filenames, just files with dates separated by underscore. Format example: 2005_11_26_13_34_02-001.jpg
But several of the files with that same format CAN be viewed, so it doesn't seem to have anything to do with the underscores. Selecting Download 'Direct Download' on the error page will show the picture though. Albeit, not zoomable.

Lusil

Hey @drunreal, thanks for nudging us on this thread.

Out of curiosity, do you get the same error message when you try to preview the files from another browser?

Let me know what you find, thanks!

macquelm

Has this been figured out? I'm using dropbox for my Etsy shop and one of my customers just messaged me with this problem! I've had a lot of other people download the same files with no problem, so I'm not sure why she's having issues.

macquelm

I just tried to look at the files on my own computer and am having the same error. I had tested the files multiple times a few weeks ago when I first listed my digital downloads on Etsy and didn't have this issue. I am still able to download the files, but this error is confusing my clients into thinking that something is wrong with the file. PLEASE have someone look into this! I might just have to use google drive instead to share these files...

Lusil

Hey @macquelm, thanks for reaching out to us about this and sorry to hear that you're having trouble with previewing your files.

Out of curiosity, does this message persist when you preview it from another browser? How about after clearing your cache and making sure that you're not running any third party plugins/extensions?

Let me know what you find, thanks!

Studiostriver

I having that problem, but with wav files. All of sudden i started getting the very same message. Very frustrating.

Lusil

Hi @Studiostriver, thanks for nudging us on this thread, and sorry to hear that you're also having trouble with this.

Have you tried previewing the files from another browser or an incognito window? How about clearing the cache and making sure that you're not running any third party browser extensions?

Let me know how it goes, cheers!

WebDevJohn

Hello,

I am having the same issues. Yes, I have tried different browsers, clearing cache, using a different device... all of the above. I have the dropbox program installed on my windows PC as well. No luck getting the files. I have provided screenshots for when I try to access the files from your website and also my computer. The file size does not seem to matter. The images show thumbnails and not the actual picture. I have tried to download the picture and view it on different devices and it does not work. I have also tried accessing the file from an incognito window on my cell phone.

No, i do not seem to have any issues with any other files that I have noticed yet. These files were uploaded yesterday.

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