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M S.1's avatar
M S.1
Collaborator | Level 9
3 years ago

Photos and videos missing in iOS app

I just disocovered that many, seemingly random, videos are missing from the photos tab in the dropbox app during a 4 month period.  The files are there, the properties are the same as other videos th...
Dropbox Plus
File access
Mobile
sync
M S.1's avatar
M S.1
Collaborator | Level 9
3 years ago

Yes but it's hard to quantify due the the sheer amount of photos and videos.  There is a 3-4 month period where there was none at all and that is how I initially found it.  It's difficult to sort through and verify which is, vs, which is not missing and at this point, It seems the only way to fix is to:

- Make a copy

- Mass delete

- Mass permanently delete

- Mass reupload

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

Thanks for this info, this indeed a strange issue.

 

Can you let us know if the file types of the photos and videos that do not show up are different from the ones that do show up?

 

Meaning, what's the extension (.mp4, .png etc.) of those files?

  • M S.1's avatar
    M S.1
    Collaborator | Level 9
    3 years ago

    .mov.    If I see more I'll let you know.

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

    Thanks, M S.1!

     

    Let us know even if you don't find any other file types and we'll see what we can find out on our end.

  • Siska's avatar
    Siska
    Helpful | Level 6
    2 years ago
    Hi Hannah, I recently discovered that I have the exact same problem with some photos. They are there in Camera Uploads, they are jpgs in full size with date&time info, but some of them are not showing in the Photos tab in my Dropbox app on Android. Any update on this?
  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Sorry to jump in here, Siska. Are you able to normally access these photos from your Dropbox account online > Photos tab?

     

    Can you clarify what’s their average size? Is there a photo that’s less than 15KB in size perhaps? 

     

    You can also check this Help Center article for more info.

  • Siska's avatar
    Siska
    Helpful | Level 6
    2 years ago
    Hi Nancy, I just logged in on Dropbox via the browser on a pc an I can see all photos there, both in the Photos tab and in Files. In the Android app however they stay invisible in the Photos tab. As I mentioned above these are full size jpgs, of over 2MB.
  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hey Siska, sorry to hear about this.

     

    Have you tried clearing the Dropbox app's cache, to see if that helps?

     

    You can find the steps to do that here.

  • Siska's avatar
    Siska
    Helpful | Level 6
    2 years ago
    Hi Hanna, I just cleared the app cache and reopened it again afterwards, but it didn't solve the problem
  • Nancy's avatar
    Nancy
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Hi again, Siska! What about reinstalling the Dropbox mobile app, as well? Can you give this a go, and let me know if it helps?

  • Siska's avatar
    Siska
    Helpful | Level 6
    2 years ago

    Hi Nancy, that seems to do the trick, I can now see photos that were missing from the Photos tab before.

    Thank you for the help, I do hope that this (uninstalling-installing) is not going to be a regular thing...

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