Walter Dropbox Community Moderator

Hey @"Praduman" - sorry to jump in here, but could you try navigating to this file from a web browser and try to open it from there? Do you still the same error? Also, do you have a Microsoft account as well where you're logged in on your device? 

You can change the location of where your captures will be saved through the Capture app's preferences from the 'Advanced' tab, but still they'd need to go through the Dropbox website anyhow @"Joy17" I hope this helps and please keep us posted with any updates! 

We're glad to hear it's sorted now and thanks for keeping us in the loop too @"b. k." See you around the Community and have a lovely weekend! 

In that case, you can let us know your ticket ID so that we can look it up in our system as well @"JC34" 

Hey @"7ererer" - sorry to hear you're having issues with this. If you made sure that the app is 'up to date' and not still syncing in your menu bar, could you check your cache folder and let us know what you find?

I see, thanks for clarifying that for me @"JC34" Would it be OK if I sent you an email to have a further look internally at this point? 

And does this persist after clearing your browser's cache or on another browser, preferably with no extensions or plugins running @"Joy17"? 

Hey @"Gabor V." - thanks for sharing your thoughts on this with us. Just to make sure we're on the same page, could you clarify if you're referring to files you're uploading via the mobile app on your iOS device or were you talking about previewing them? Is this about the automatic camera uploads feature perhaps or for…

So you're not seeing it on the website if you navigate the file's path @"-caffeinated-" ? If you rename the file, does it improve the matters at all perhaps? What options are you getting when you right click on the file? 

This seems like a temp file created by a third party app, namely Ableton in this case - are you able to preview it normally on your computer @"-caffeinated-" ?

Thanks for the cooperation @"HG19911" I just sent you an email, so please have a look at your inbox and we'll take it from there. 

Thanks so much @"Plenum" - you've got

Hey @"-caffeinated-" - sorry to jump in here, but could you send us a screenshot of how those two files look on your end? Also, is the app 'up to date' now or still syncing? 

Hey @"HG19911" - thanks for your feedback on this. I understand that you might not be interested in troubleshooting this further, but if you'd like to, we can investigate further internally. Just let us know here and we'll send you an email to have a better look into this issue. 

When you preview the capture from your Dropbox account, you should be able to see the quality at the lower right corner of your window @"Joy17" Could you give it a go and let me know what you find? 

Hey @"JC34" - sorry to jump in here, but could you clear your browser's cache and/or try another browser, preferably with no extensions or plugins running and let us know if you still get the same error when accessing your Paper docs? When you say you're not allowed to share, can you elaborate a tad for me please? Are you…

Hey @"dbarrett" - sorry to hear about this. May I ask how those actions are logged in your events page? Also, since you got in contact with our support team, could you share your ticket's number so that we can look it up in our system as well?

Hey @"Plenum" - sorry to hear about this. Would it be OK if I sent you an email to have a further look internally? 

Hey @"Joy17" - thanks for using Dropbox and welcome to our Community! Can you please let me know if you're able to preview it normally at 1080p on the website and if this happens with a specific file or all of your captures? Any additional information is more than welcome!

Hey @"alejandro" Q - sorry to jump in here, but could you clear the cache from both of the apps, reboot your device and let us know if you notice any difference? 

Glad to hear it's sorted now and thanks for keeping us in the loop too @"PepperPod" See you around the Community and take care!

Thanks for the additional information @"DavidM07" - much appreciated. Would it be OK if I reached out via email to have a further look internally? 

I see now, thanks for elaborating on your ask @"Pookeyblow" I'll make sure to pass your comments on to the team - thanks so much for the feedback and providing your use-case. Just note that you can post your feature request in our Share an Idea section following these tips if you like other users to share their own…

Hey @"PepperPod" - sorry to jump in here and thanks for the ticket number. I was able to locate it in our system and passed your comments on to the expert who's handling your case. They'll be getting back to you soon, but please let us know if you have anything else to add in the meantime. 

I see where you're coming from and I understand this is far from optimal, but you can also reach out to our support team directly for further assistance on this, since the issue seems to be resolved from some users @"jesus-angeles-from-singapore" As for you @"DanijelD", did you try the 'view sync issues' from the app to…

Hey @"Pookeyblow" - would these steps help with what you had in mind perhaps? 

Hey @"Dboxlux" - sorry to hear about this. Did you get the chance to try any of my previous suggestions per chance? 

Hey @"Userlasvegas" & @"ggg1234567" - sorry to hear you're having issues with deleting your Dropbox account. Can you please clear your browser's cache and/or try another browser and let us know if you still get the same error? If you do, I'd appreciate a screenshot too. 

Hey @"DavidM07" - sorry to jump in here, but could you try with another type of file or renaming the files and let us know if you still get the same results? Keep us posted on the security apps that might be interfering as well!

Hey @"EZTejas" - sorry to jump in here, but we wouldn't be able to help much with this, since it's more of a Microsoft (Outlook) issue and not Dropbox related. We'll leave this thread open for any users who might have something additional to offer though.