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Photos and videos missing in iOS app

Photos and videos missing in iOS app

M S.1
Collaborator | Level 9

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 that ARE there, but, when scrolling through the thumbnails they are not shown.  Nothing was different about the device they were taken with and were all uploaded with the DB app.  Not sure how to fix this.

20 Replies 20

Hannah
Dropbox Staff

Hey @M S.1, thanks for letting us know about this.

 

Did you manually upload these photos and videos to your Dropbox or did you use our camera uploads feature to automatically upload them?

 

If you used camera uploads, can you check the camera uploads folder as well?

 

And do you perhaps see them when you go to your account online? Or in your deleted files page?

 

Let me know what you find.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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M S.1
Collaborator | Level 9

Answers to all your questions:

 

These were auto uploaded through the app.

 

The files DO exist in the camera uploads folder.

 

I can see them online in the Camera Uploads folder.  They are not deleted.

 

How does DB determine date on videos?  Perhaps there is something there that is not right?

 

 

 

 

 

Hannah
Dropbox Staff

So, they're only missing from the photos tab, right?

 

If that's the case, can you tap on "account", then on the gear icon, then on "clear cache" and restart the app, to see if that helps?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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M S.1
Collaborator | Level 9

That did not work.

 

I did discover that, if I copy the file and paste it elswhere, then delete the original in the DB folder, and then paste the copy I just made, back into the same folder as the original, about half reappear.

 

If I perform the same process but permanently delete them from the DB website, I can get all of them back.  I wouldn't call this a solution.

Hannah
Dropbox Staff

Thanks for the update here, @M S.1.

 

Do you see these photos in the photos page online? Or are they missing from there as well?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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M S.1
Collaborator | Level 9

They are in the photos page online. @Hannah 

Hannah
Dropbox Staff

Does uninstalling the Dropbox app, restarting your device and then reinstalling the app help?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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M S.1
Collaborator | Level 9

Didn't work. 

Jay
Dropbox Staff

Hi @M S.1, do the videos preview normally in the Dropbox mobile app?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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