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

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

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. 

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. 

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!

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

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??! 🌞

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.