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Images are cut off for my clients

New member | Level 2
New member | Level 2

I have two clients who have come to me saying the images I have uploaded for them to download are cut off.  Example - a logo has been uploaded, appears fine on my end, the entire image is viewable.  My clients see them on DropBox as a square image and they download the same way.  The entire image is not there.  What might be the issue?  I am on a Mac, they are both on PCs, not sure if that has anything to do with it.

3 Replies 3
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Re: Images are cut off.

Dropboxer
Dropboxer

Thanks for creating a thread to get help from the Community @AMDS

Could we get a screenshot of how things show on your end and how on the receivers end. 

My first thought is that this is a browser issue on their end.

Troubleshooting Ask them to open the file via an incognito window, clear their browsers cache and restore their browser to its default settings. 

Let me know if this helped. 


Fiona
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: Images are cut off.

New member | Level 2
New member | Level 2

Well, some of the instruction was a bit foreign, so while on the phone with the clients we went through their original downloading efforts and got the squared-off files (images were cut off) they had clicked on the shared link I provided them, it brought them to the folder and they clicked download.  This time, I had them go back to the link and to the folder.  I had them open the folder completely to view all files and clicking on all files, they then were able to select "direct download" and files were downloaded as they were intended, not squared-off.  I'm not sure if something has changed with a recent DB update but shouldn't someone be able to just click on a link, go to the folder and download?  They should not have to go through such a process.  If anyone has any insight, suggests, etc, please share.  Thanks.

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Re: Images are cut off.

Dropboxer
Dropboxer

You are right. A shared link should direct them to the folder directly and they should see the download button on the top right. 

I reassure you nothing has changed with shared links. That's why I still believe the issue is browser related. 

Did they try clearing their cache? Steps here. Uninstalling reinstalling the browser would help too, if switching to the default settings is to complicated for them. 

 


Fiona
Community Moderator @ Dropbox
https://dropbox.com/support


Heart Did this post help you? If so, please give it a Like below. 
 Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
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