Thumbnails not showing when files synced

Question

Hi all,

We are having an issue with DropBox, where thumbnails show fine when they file is in online mode, but the moment you double click it to open and the icon changes to the green tick as it's now locally synced, the thumbnail immediately disappears.  This is causing a major problem for users when trying to locate images for large folders.  Is this a known bug?  If so, can it be resolved, even if by installing a BETA/patch?

Thanks

patsabre13 · Answer

I'm also experiencing this exact issue.

I'm also seeing the same blanket response from DropBox Support that it's a third party app issue. How about telling us what app that might be so we can have a shot a fixing it.

Rocket5612 · Answer

Hi,

So if it's a third party issue, and has been investigated like confirmed, please let everyone in the community know what it is, so that we can remove it and resolve these issues..??

This will undoubtedly please many people on the forum asking these questions for the last few years 🙂

Walter · Answer

Thanks for the additional information @Rocket5612 - much appreciated.

I looked this up internally and I can see that after investigation by our team of engineers, it appears this issue is related to 3rd party software installed on the machine, and how it generates previews for files within Dropbox.

Previews are still available while changing the file from being available offline to Online Only.

In order to see the thumbnail preview of the file:

1. Select the file.
2. Right-click and choose  Make Online Only within the context menu.

I hope this helps to some extent.