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Tyto's avatar
Tyto
Helpful | Level 6
3 years ago
Solved

Dropbox web app crashes every time I view an image full screen

When I'm logged into my own Dropbox account through the website & double-click an image to view it full size, Dropbox freezes/crashes.

In order to fix this I need to close ALL Dropbox windows, open the folder link again and then it works fine, as long as I don't try to view an image full screen.

Others on my team have experienced the exact same issue. The images we are trying to preview are in folders saved to our own account.

 

The issue does not occur when viewing the folder in incognito mode (while not logged in to the account)

Has anyone else experienced this issue? Any other solutions?

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  • Hannah C's avatar
    Hannah C
    3 years ago

    Hi folks, 

     

    Chiming in here and apologies for the inconvenience this has caused.

     

    We found an issue that may have caused the issues described in this thread. We have fixed the  root cause - could you check that you are able to successfully preview files now?

    Thank you!

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  • CES2's avatar
    CES2
    Explorer | Level 3
    3 years ago

    I have the same issue, photo freeze went ever I exit. Did you got it fixed ?

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hey there CES2, I hope you're doing well! 

     

    Would you mind clarifying if this behavior is happening on a specific browser? Have you tried a different browser, by any chance? 

     

    Keep me posted, and we'll take it from there!

  • Tyto's avatar
    Tyto
    Helpful | Level 6
    3 years ago

    Megan if you read this entire thread you will see the answers to your questions

    This issue happens on Chrome and Mozilla. Clearing the cache did not solve it.

    Please provide us with solutions

  • CES2's avatar
    CES2
    Explorer | Level 3
    3 years ago

    Hi Megan! Same problem on any browser, tried different ones and it still freezes went I try to exit a photo. All ready tried on a clean browser with out plugins no luck. 

  • CES2's avatar
    CES2
    Explorer | Level 3
    3 years ago

    The main Browser that I work with is Google Chrome.

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Hi Tyto & CES2 - since this issue seems to persist for you, I'd suggest getting in touch with our support team for further assistance with device and account specific information.

     

    You can let us know your ticket ID so that we can look it up in our system as well, if needed. 

  • Hannah C's avatar
    Hannah C
    Icon for Dropbox Product Manager rankDropbox Product Manager
    3 years ago

    Hi folks, 

     

    Chiming in here and apologies for the inconvenience this has caused.

     

    We found an issue that may have caused the issues described in this thread. We have fixed the  root cause - could you check that you are able to successfully preview files now?

    Thank you!

  • jessicaspires's avatar
    jessicaspires
    New member | Level 2
    3 years ago

    Hey Hannah,

    I can confirm that me and my team are still experiencing the issue 😞

  • thenetworkchefs's avatar
    thenetworkchefs
    New member | Level 2
    3 years ago

    Still having the same issue for several days now - can't work in the files at all - very frustrating!

     

  • CES2's avatar
    CES2
    Explorer | Level 3
    3 years ago

    Fixed for me, Thank you guys. 🙌

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