cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
Want to learn some quick and useful tips to make your day easier? Check out how Calvin uses Replay to get feedback from other teams at Dropbox here.

Create, upload, and share

Find help to solve issues with creating, uploading, and sharing files and folders in Dropbox. Get support and advice from the Dropbox Community.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

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

M S.1
Collaborator | Level 9

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
Dropbox Staff

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?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

M S.1
Collaborator | Level 9

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

Hannah
Dropbox Staff

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.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

Siska
Helpful | Level 6
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
Dropbox Staff

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.


Nancy
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

Siska
Helpful | Level 6
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
Dropbox Staff

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.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

Siska
Helpful | Level 6
Hi Hanna, I just cleared the app cache and reopened it again afterwards, but it didn't solve the problem

Nancy
Dropbox Staff

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?


Nancy
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

Need more support?
Who's talking

Top contributors to this post

  • User avatar
    Siska Helpful | Level 6
  • User avatar
    Nancy Dropbox Staff
  • User avatar
    Hannah Dropbox Staff
What do Dropbox user levels mean?