Child Item

Can't open pictures on Samsung tablet (Android OS)

Application Affected

(Dropbox App)
Device

(Samsung Tab S8.)
Operating System/Browser (if using the web)

(Android 15, One UI 7.0.)
Dropbox App Version (if using the app)

(444.2.2)

Question or Issue

I have been having problems open pictures (jpg, png, etc) from the Dropbox app. I can see pictures listed in the app. When I try to open them, they just stuck at the loading screen. Sometimes they may load after a few minutes. Sometime they will load forever. The videos and other documents open just fine. I can open pictures with third party app such as Samsung Gallery with no issue. It seems like the Dropbox picture viewer is having some trouble to load content. I have tried to clear cache and reinstall the App. I'm still having the same issue. Any help to resolve this problem would be appreciated.

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Accepted answers

Walter

I see, thanks for the additional details there @mattp838 - I've just followed up via email to investigate further, so please have a look at your inbox and we'll take it from there.

All comments

Walter

Hi there @mattp838 - sorry to hear about this.

Can you let me know if this persists on another wifi network or via cellular data if possible?

Thanks!

mattp838

It's doing the same thing on both wifi and mobile data.

Walter

And you're able to view all of those files on the website just fine @mattp838?

mattp838

Pictures loads fine on the website. I do have a lot of files

Walter

I see, thanks for the clarification @mattp838 - did you get the chance to try another wifi network and/or even restart your internet router?

Also, do you have enough space on your device? How large are those files?

As a test, can you try tapping on the ellipsis button on the upper right corner on your screen and try to make a problematic file offline?

mattp838

My Internet is fine. I did a test on speedtest.net on the tablet. I was able to get 250mbps download. I have no issue using other apps like Youtube & Facebook. I also use Dropbox app on my phone too. There is no issue using that. There is about 40gb space left on my tablet. I have tried to make some files available offline. They do load after that but they still loads very slowly. Most of my pictures are about 3 to 5mb. thx

Walter

I see, thanks for the additional details there @mattp838 - I've just followed up via email to investigate further, so please have a look at your inbox and we'll take it from there.