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can't open jpg on my dropbox app on my phone

Good morning,

I woke up today and I can't open jpg files in the dropbox app on my iphone. My phone has the latest update and so has the Dropbox app.

I have two Dropbox profiles but I can't open jpg's on either of them..... it's really annoying becauase I need to get access to those pics on the go everyday at work....

Anyone has a tip or two about how to solve it? Thanks in advance,

Justin

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Jay

Hi @BBCjustin, thanks for bringing this to our attention.

What mobile device are you using currently?

Are you able to mark the files as offline and then view them?

This will help me to assist further!

BBCjustin

Hi Jay, how are you?

Thanks for looking into this.

At the moment I'm using an Iphone 8 Plus.

I never marked them as off line (if you mean like have them downloaded on my phone) because the folders that I've to consult for work daily contains thousands of pictures and can't possibly download them all.

Jay

Thanks for the reply, I just wanted you to try this on a few photos to see if they were being downloaded to the phone, and then if they could be previewed from there, and then we can continue troubleshooting.

BBCjustin

I see,

Thanks Jay. I'll do it now!.....

So, I've marked them and they gave the impression of being downloaded and a green tick but when trying to open the pic it appears the writing "Couldn't load photo"

eriq c.

I am receiving this error as well on my Dropbox App (iPhone SE) mobile. I can see all of my files just fine on the website. I love Dropbox by the way. 😉

Here are screens of what I am seeing Dropbox-wide. All images are NOT visible and loadable. Even when I "make file available offline."

Jay

Thanks for the info, for the both of you, if you're not on a Dropbox Basic plan with more than 3 devices connected, could you try uninstalling the app, rebooting the device, and re-installing it to see if this helps?

BBCjustin

Hi,

Thanks for the tip.

did what you suggested but it kept not opening the pics I'm afraid.

Walter

Hey @BBCjustin, sorry to jump in here, but could you clarify your device's exact OS version and the version of the Dropbox app installed there as well?

Have you made sure that both of them are up to date?

Also, have you tried clearing the app's cache since you first noticed this?

BBCjustin

Hi Walter,

no need to be sorry and thanks for helping.

My phone is running with iOS 16.3.1 and it doesn't give me an option to update it further. The App Version of Dropbox is 316.3.

Yes, I cleared the app's cache already this morning but it didn't help.

Walter

Did you try another wifi network or cell data perhaps @BBCjustin?

StephenIbbs

Forgive me for jumping in, but I have the same problem: two iPad pro and two iphone 12 devices. All show the same error. Photos display fine in other apps, and OneDrive which has to be installed for work purposes. Dropbox v 316.2.2 on iphone, 316.3.2 on ipad.

photos display fine in dropbox on mac, so I know the files aren’t corrupted.

sincerely

stephen

Zanshin999

I’m also having the same problem. Fine until around 2.5 hours ago. Tried updating iOS app on iPad and iPhone. No change. Tried iOS update, no change. I can access Dropbox by logging on via safari and therefore bypassing the app. My wife’s android phone app is fine.

Lee16

Having the same iOS issue. Have cleared cache... signed out and back in... deleted app and re-installed. Am using the latest version.

Noticed this from earlier - could this be related?

Uploading files might not be working for some iOS users

Resolved - This incident has been resolved.
Feb 22, 01:48 UTC

j_m_martin

I'm having exactly the same problem, both on my ipad and iphone, iOS 16.3.1. This is since I installed Dropbox 316.3 this morning. My photos are png files but when I try and open them "Couldn't load photo" message is displayed. There was an error loading the file. Try again.

Kenda

I use the Dropbox app on my Windows 11 laptop and my iPhone 13 Pro to organize and store my photos in the cloud. The app works fine on my laptop, but I am having a new issue with it on my iPhone: the thumbnail view of JPG and RAW photos is no longer visible. I only see an icon for each photo. When I select a photo to view it, I receive a message that says "Couldn't load photo" and "There was an error loading the file." Tapping the "Try again" button doesn't work. This problem started yesterday (02/21/23) and happens regardless of the network my iPhone is connected to, both Wi-Fi and cellular. However, I can save images from the app to my phone just fine.

I installed the latest iOS update, restarted by iPhone, checked for updates to the Dropbox app - even uninstalled and reinstalled the app. Nothing is fixing this issue. I don't want to make these files available offline because there isn't enough space on my phone. (I have more than 1 TB stored in Dropbox.)

Is anyone else experiencing this issue? Is there setting change within the iPhone that I need to enable?

Thank you in advance for your help!

j_m_martin

Status says this problem is resolved, but I'm still experiencing the problem. Do the Dropbox support team read these messages and respond accordingly?

Jlion029

I am also experiencing this very same issue it started early this morning. I thought hmm okay I’ll try later. Still wasn’t working when I came back. Tried redownloading the app. Made sure it was up to date as well as my iOS. But as of 1 min ago this issue remains and I cannot see any images or download them to my phone.

eriq c.

I'm still experiencing this same issue. Thanks for the updates! I LOVE DROPBOX SO MUCH - 😁. Seriously. I just love love love it. I remember when we didn't have file syncing and backup and I can't even imagine life without Dropbox now. Our fast connections and all - things just seem to magically upload and incrementally update as we go and can you imagine backing up now without services like these??! 🌞

NikZ

…& I too am experiencing the very same problem! Everything up to date, reinstalled & easily viewable with other Cloud based storage platforms!!
Most irritating!

Hannah

Hey @Kenda, thanks for bringing this to our attention.

I checked this on my own device, but I wasn't able to reproduce the issue.

If you tap on "account", then on the gear icon and then on "clear cache", are you seeing any difference?

Also, do you have at least 500MB of storage space available on your device (the device itself, not Dropbox) for the Dropbox app to work correctly?

Let me know what you find.

eriq c.

Yes! We are all experiencing this same issue - see this thread:

can't open jpg on my dropbox app on my phone

Kenda

Hello Hannah,

I cleared the cache, but it did not fix the problem.

I store all files in the Dropbox cloud, not locally, but I do have plenty of of space available in the Apply iCloud (using only 2.9 GB). According to the Dropbox app, I have 81.92 GB of space available for local storage on my phone and I am using zero.

Up until yesterday, the Dropbox app has worked the way it's supposed to on my iPhone.

Thank you,

Kenda

Thank you, Eric.

I guess it's nice to know that I am not the only one with this issue. When the problem started for me yesterday, I had not installed the latest iOS update yet. I installed it this morning, hoping it would fix the problem, but it didn't. I'm just pointing out that this issue was not caused by the 16.3.1 iOS update - in case anyone wonders about that.

meredithcardall

I am having the same issue. Started about 20 hours ago. I’ve cleared cache, uninstalled and installed app, restarted iPhone, etc.

Jlion029

Definitely seems like a Dropbox app issue and not an any individual users issue. Dropbox team hope you’re able to raise a ticket for this issue internally and fix 🙏🏻

Alyssakeyes

I am having the same problem - on an iPhone 13 which has been updated along with the app. I have deleted the app and restarted and redownloaded several different times. I tried making them available offline and nothing is working…

reedy

hello,

i have encountered a problem that i have just noticed about an hour ago, I'm unable to view photos that are in my dropbox folders,

I'm currently using an ipad and iphone however, i am able to view photos when using a laptop with no issues. my iphone and ipad are up to date with the latest ios and so is the app (version 316.3.2) I have tried clearing my cache and logged out and logged back in again to no avail, i have also deleted the app and re-installed, again with no success.

thanks in advance

reedy

apologies, i have just noticed that there are already threads relating to this issue

meredithcardall

My images just came back. I haven’t done anything in the last three hours. I hope it’s working now for everyone.

Kenda

Yes! Everything is working correctly for me now too. Thank you Dropbox Guru’s!