Can't load photos on dropbox app - says error loading the file

[akleiner17]

I haven't used Dropbox app for a long time or logged in on computer. I have over 200 photos from 8 years ago that I wanted to look at. I can't access any of them, although my account shows that they are there (greyed out). When I click on the box it says "file can't be previewed" and "couldn't load photo". Please help these are special, meaningful photos. Thank you!

[Daphne]

Hi @akleiner17, thanks for posting!

Just to make sure we're on the same page, which app are you referring to? Eg. the desktop or mobile app?

If you check in your account online, do you receive a similar error?

How about when you download the file to your device locally and try view it then?

Let me know and we'll go from there!

[akleiner17]

Hi and thank you so much for your reply.

The error message is on the mobile app. In fact when I go to my account online on my desktop I don't even see any folder or greyed-out photos at all. Only seems to be "visible" on the mobile app. I assumed I should see the same folders/files on both but doesn't look that way...

How about when you download the file to your device locally and try view it then? - I am not sure how to do this. I tried various things yesterday and was unsuccessful with anything I tried.

What are my next steps?

[Daphne]

Thanks for getting back to me here @akleiner17!

Could you send me a few screenshots of the various errors that you mentioned?

Since you're using the mobile app, can you try exporting a file and see what happens then, if you haven't already tried that?