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Previews of CMYK files that look the wrong colour

woofwear

Hi,

I've uploaded to CMYK files to my dropbox so that clients can download them and use them in print catalogues etc. However, in the preview the colour looks nothing like the colour in the file. If I download and open it, it is the correct colour. How can I make it so the preview matches? I don't want to confuse my customers.

Thank you

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Walter

Hi @woofwear - welcome to the Dropbox Community!

Can you please check if you get the same results after clearing your browser's cache and on an incognito window or even another browser (with no extensions or plugins running)?

In case you still see the same, could you let me know if you're noticing this for all the files of this type?

A screenshot would also help so please feel free to attach one in your next response.

Thanks!

woofwear

CMYK dropbox.jpg

Hi,

Thanks for your reply. I have tried clearing the browser's cache and the incognito window and it still looks the same. I have attached a screenshot for you. Not all the files I uploaded look wrong just a handful of the files. I can't try it on a new browser today because I need the admin password from my boss to download it and he is currently on holiday.

Thanks Kate

[IMAGE LINK IS BROKEN AND CANNOT BE DISPLAYED]

Walter

I see, thanks for the screenshots and the additional information Kate - it's much appreciated.

As I'd love to have a further look into this, can you send me a shared link to one of the files that's showing this behavior so I can test it out on my end?

Thanks!

woofwear

Thank you. Here is a link to one of our products that I'm havving trouble with.

Ultra Violet Saddle Cloth

Walter

Thanks for the example link @woofwear!

I think this might be caused by the file's resolution (what device did you take these photos on?) but to be able to get a more concrete view of the matter at hand, I'd like to bring this under the attention of our experts.

Would you mind if I used the email address that's connected to your Community's profile to reach out so we can work on this internally?

Let me know here when you get the chance and we'll take it from there.

Great ****** by the way

woofwear

Hi, I took the photos on a canon camera and edited them in photoshop. Yes, please go ahead using that email.

Many Thanks

Walter

I've already sent you a brief message so we can look into this together @woofwear!

Whenever you get the chance, please take a look at your inbox for my email and we'll take it from there.

Thanks!

ChristinaLearm

Hi, I'm also having this issue, was this resolved?

Walter

Hi @ChristinaLearm; welcome aboard.

Sorry to hear you're also bumping into this little hiccup (as it affects only previewing the file through our website and not the original file, i.e. when you download and open it locally on your devices) and to be honest I'm still waiting for @woofwear's email.

May I reach out to the email address that's connected to your Community's profile so we can investigate with all of my tools at our disposal?

ChristinaLearm

Hi, thanks for replying. If it's only the preview then that's not too much of an issue for me. But yes, please feel free to email.

Walter

Thanks for the swift response Christina; you've got mail :envelope:

As promised, I followed up with an email so as to look into this further.

Whenever you get the chance, please check your inbox for my message and we'll pick this up from there.

tk_OG

I am also having this same problem. I have been using Dropbox for years and it displayed fine. It's been just recently in the past few months that this problem with CMYK images in wrong colors started to happen. RGB images and PDF files display fine. I tested on Safari, Chrome and Firefox and it's the same problem, so it's definitely not the browsers. Image is attached for your reference:

[IMAGE LINK IS BROKEN AND CANNOT BE DISPLAYED]

tk_OG

Please note that in my photo I typed in "RGB", but it supposed to be "CMYK". My file is CMYK.

Walter

Thanks for the report and details @tk_OG!

May I reach out via the email address you use for your Community's profile so we can look further into the matter at hand?

ANGProductions

Hi, I've been having the same issue with this for years, actually...

Dropbox can't ready CMYK files in the preview, but it can view RGB colors correctly. My clients are always asking me about this and I'm getting tired of having to explain it to them that when they download it, it's fine, and the CMYK is for the printers...

It would be nice if Dropbox could update and provide a fix for this!

Thank you!!

Walter

Hi @ANGProductions; welcome aboard and sorry to hear you've also faced this issue for some time now.

May I reach out via your Dropbox associated email address so I can then escalate your report to an expert of my team?

tk_OG

Hi Walter,

Yes, please reach out to my email address.

Walter

Thank you for that @tk_OG!

I just sent you a brief message to your Dropbox associated email address so we can look further into this issue with the previews of your files on our website.

Whenever you find some spare time, please take a look at your inbox and we'll take it from there.

tk_OG

Hi Walter,

I did not recieve any email from you. Please send it again to [email address removed for security purposes and to align with our Community's Guidelines]

Walter

Thanks for letting me know @tk_OG!

I've sent the ticket to the email address that's associated with your Community's profile. I cannot use another one for security purposes.

If you like to though, you can log a ticket with the team and let me know the ticket's ID here so I can locate it on our system and get on it asap.

In either case, please keep me posted Olivia!

emacleoud

I have been having this issue with Dropbox for the last couple of months and it never was an issue before. Its almost as if dropbox can no longer read cmyk files only the rgb looks correct. All of my art files are in cmyk for production purposes and the colors are messed up especially blues and greens. It started with only .jps files and I got bounced around dropbox support with no resolution. Now it's my .tif files too. Its a problem because when I download them to other sites like shopify it still has the messed up the color. Please I hope you resolve this!

Walter

Hi there @emacleoud; sorry for the late reply. Are you still having issues with this?

If so, may I use the email address that's connected to your Community's profile to reach out so we can have a further look into this matter internally?

While we're at it, allow me to re-iterate that this issue is only impacting the preview of those files on our website and not how they should like like locally on your devices after they've been downloaded.

In any case, I'll be waiting for your response.

woofwear

Hi Walter, Are we any closer to reaching a solution for this problem? Thank you Kate

Walter

Hi there Kate (@woofwear); how are you today?

I wish I had an update on this, but as you never got back to my email I wasn't able to escalate your case to an expert for a more in-depth investigation and I can see the ticket I had opened up on your behalf is now closed due to inactivity.

May I reach out to your Dropbox associated email address again to investigate further?

emacleoud

I responded to your email but it bounced back at me. I too would like a resolution to this very ****** problem.

Walter

Thanks for the update and sorry to hear about this @emacleoud.

Can you please log a ticket from your end to avoid the bounce you mentioned this time?

Let me know the ticket's ID (a 7 digit number) here when you get the chance and I'll get on it asap.

kathleenaprior

Hello

I am also having this issue. However, when the photos are being downloaded they are STILL showing dull colours.

It means I am unable to download them and share them on my Instagram.

More importantly, my clients have downloaded them, and then uploaded them to their Image Databases - and the colours are completely off. My photos are now being used on their marketing materials and are not a true reflection of work - and are damaging my reputation as a photographer.

This really is not acceptable.

Kathleen

Walter

Hi @kathleenaprior; thanks for joining the discussion here and sorry to hear about this.

Can you please clarify if this happens for all of your files, some or maybe just one?

Could you perhaps send me a shared link to a problematic file so I can have a look on my end?

While at it, how are you uploading those files in the first place (a desktop device, a mobile one, through an app integration etc.) and what's their exact type (for example are they jpegs, PNGs or something else)?

Let me know what you find!