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Rocket5612's avatar
Rocket5612
Explorer | Level 4
4 years ago

Thumbnails not showing when files synced

Hi all,   We are having an issue with DropBox, where thumbnails show fine when they file is in online mode, but the moment you double click it to open and the icon changes to the green tick as it...
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Rocket5612's avatar
Rocket5612
Explorer | Level 4
4 years ago

Hi Walter,

 

Windows 10 20H2 (19042.1586)

DropBox 154.4.5363

 

 

This seems very common though upon searching the forums.  Had this conclusively been fixed or is it still patchy?  I don't mind either way, I just need a definitive answer to give to the client.

 

I've tried all the usual things such as indexing DropBox, reinstalling etc.

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

Thanks for the additional information Rocket5612 - much appreciated. 

 

I looked this up internally and I can see that after investigation by our team of engineers, it appears this issue is related to 3rd party software installed on the machine, and how it generates previews for files within Dropbox.
 

Previews are still available while changing the file from being available offline to Online Only. 

 

In order to see the thumbnail preview of the file:

 

1. Select the file.
2. Right-click and choose  Make Online Only within the context menu.

 

I hope this helps to some extent. 
 

  • Rocket5612's avatar
    Rocket5612
    Explorer | Level 4
    4 years ago

    Hi,

     

    So if it's a third party issue, and has been investigated like confirmed, please let everyone in the community know what it is, so that we can remove it and resolve these issues..??

     

    This will undoubtedly please many people on the forum asking these questions for the last few years 🙂

    • patsabre13's avatar
      patsabre13
      New member | Level 2
      3 years ago

      I'm also experiencing this exact issue. 

       

      I'm also seeing the same blanket response from DropBox Support that it's a third party app issue. How about telling us what app that might be so we can have a shot a fixing it.

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