Photos and videos missing in iOS app

Hey @M S.1, thanks for letting us know about this.

Did you manually upload these photos and videos to your Dropbox or did you use our camera uploads feature to automatically upload them?

If you used camera uploads, can you check the camera uploads folder as well?

And do you perhaps see them when you go to your account online? Or in your deleted files page?

Let me know what you find.

Answers to all your questions:

These were auto uploaded through the app.

The files DO exist in the camera uploads folder.

I can see them online in the Camera Uploads folder. They are not deleted.

How does DB determine date on videos? Perhaps there is something there that is not right?

So, they're only missing from the photos tab, right?

If that's the case, can you tap on "account", then on the gear icon, then on "clear cache" and restart the app, to see if that helps?

That did not work.

I did discover that, if I copy the file and paste it elswhere, then delete the original in the DB folder, and then paste the copy I just made, back into the same folder as the original, about half reappear.

If I perform the same process but permanently delete them from the DB website, I can get all of them back. I wouldn't call this a solution.

Thanks for the update here, @M S.1.

Do you see these photos in the photos page online? Or are they missing from there as well?

They are in the photos page online. @Hannah

Does uninstalling the Dropbox app, restarting your device and then reinstalling the app help?

Didn't work.

Jay

Hi @M S.1, do the videos preview normally in the Dropbox mobile app?

Yes but it's hard to quantify due the the sheer amount of photos and videos. There is a 3-4 month period where there was none at all and that is how I initially found it. It's difficult to sort through and verify which is, vs, which is not missing and at this point, It seems the only way to fix is to:

- Make a copy

- Mass delete

- Mass permanently delete

- Mass reupload

Thanks for this info, this indeed a strange issue.

Can you let us know if the file types of the photos and videos that do not show up are different from the ones that do show up?

Meaning, what's the extension (.mp4, .png etc.) of those files?

.mov. If I see more I'll let you know.

Thanks, @M S.1!

Let us know even if you don't find any other file types and we'll see what we can find out on our end.

Hi Hannah, I recently discovered that I have the exact same problem with some photos. They are there in Camera Uploads, they are jpgs in full size with date&time info, but some of them are not showing in the Photos tab in my Dropbox app on Android. Any update on this?

Nancy

Sorry to jump in here, @Siska. Are you able to normally access these photos from your Dropbox account online > Photos tab?

Can you clarify what’s their average size? Is there a photo that’s less than 15KB in size perhaps?

You can also check this Help Center article for more info.

Hi Nancy, I just logged in on Dropbox via the browser on a pc an I can see all photos there, both in the Photos tab and in Files. In the Android app however they stay invisible in the Photos tab. As I mentioned above these are full size jpgs, of over 2MB.

Hey @Siska, sorry to hear about this.

Have you tried clearing the Dropbox app's cache, to see if that helps?

You can find the steps to do that here.

Hi Hanna, I just cleared the app cache and reopened it again afterwards, but it didn't solve the problem

Nancy

Hi again, @Siska! What about reinstalling the Dropbox mobile app, as well? Can you give this a go, and let me know if it helps?