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I get an error 'File may be damaged or use a file format that Preview doesn’t recognise'

When I click on some of my high res photo files saved on drop box (our wedding photos!!), a sign pops ups saying 'couldn't load. something went wrong our end'. When I try and download the photo, it says 'could not open'. 'File may be damaged or use a file format that Preview doesn’t recognise'. Can anyone help with this? This impacts hundreds of wedding pictures and it would be such a shame to loose these!

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Jay

Hi @NMTaylor, thanks for messaging the Community.

What is the file extension at the end of the images? Is it .jpg, .PNG, or another file type?

Have you tried opening the images in another image viewer on your machine after downloading them?

This will help me to assist further!

NMTaylor

Hi Jay,
Really appreciate the help!
When I try to open the images in Photoshop, I get the message: "Could not open “Natalie&Sam-768.jpg” because a JPEG marker segment length is too short (the file may be truncated or incomplete)."

I fear the file has somehow become damaged!?
The files are jpg
I am also trying to view in Safari 18.1.1
The file sizes are between 6-10MB so seem to be fully downloaded.

Thanks so much for any guidance you can give!

Jay

It does sound like the image is corrupted somehow. Could you attempt to redownload the file from the site after switching browsers to see if the same behavior occurs again?

Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely.

Megan

Hey @NMTaylor!

Hope things are going smoothly! Just wanted to check if you still need a hand. If all's well, feel free to share what did the trick.