".jpg files are supported but something went wrong."

[Brashley]

Two years ago I uploaded my entire engagement photo album to Dropbox.  Today, when I tried to view the photos, I get an error message for each image: ".jpg files are supported but something went wrong."

I tried this on my phone and got the same message.  I have been unable to access the photos for 2 days.  Please help!  Does anyone know how to fix this?

[Daphne]

Thanks for the additional info @GeorgeZoopy!

When you download the file locally, can you try opening the file in another app too? Such as Microsoft Paint or Photo Viewer?

For online, can you try the following to see if any of these steps shows any difference?

• Use another web browser
• Use an incognito/private window
• Clear you browser cache and try again

Keep me posted!

[GeorgeZoopy]

Dear Daphne,

Thank you for your reply.

Unfortunately none of the above works. I tried opening the files using paint, paint 3D, photoshop, movie maker, photos and snip & sketch and seems corrupted.

I, also, tried opening dropbox after clearing cache, from my phone, using incognito etc but the files are still corrupted. I, have, also tried repairing them using JPEG online repair tools but it was impossible.

Is this something that can happen in old Dropbox folders? Is there any way I can retrieve them?

Thank you 🙂

Best Regards,

George

[Daphne]

Thanks for trying out those steps @GeorgeZoopy!

It's not something that should occur if there haven't been any changes made to the files manually.

Could you check the version history of one of these files to see if there was any changes made to it? If you're not familiar with this, you can check out the steps here.

Let me know what you find!

[drunreal]

Similar problem for me on my Samsung Galaxy S9+ with dropbox from Firefox.

The Dropbox App works fine though, only a problem when accessing folders with photos in dropbox from the Firefox browser.

And I don't have any '._' filenames, just files with dates separated by underscore. Format example:  2005_11_26_13_34_02-001.jpg
But several of the files with that same format CAN be viewed, so it doesn't seem to have anything to do with the underscores. Selecting Download 'Direct Download' on the error page will show the picture though. Albeit, not zoomable.

[Lusil]

Hey @drunreal, thanks for nudging us on this thread. 

Out of curiosity, do you get the same error message when you try to preview the files from another browser? 

Let me know what you find, thanks!

[macquelm]

Has this been figured out? I'm using dropbox for my Etsy shop and one of my customers just messaged me with this problem! I've had a lot of other people download the same files with no problem, so I'm not sure why she's having issues.

[macquelm]

I just tried to look at the files on my own computer and am having the same error. I had tested the files multiple times a few weeks ago when I first listed my digital downloads on Etsy and didn't have this issue. I am still able to download the files, but this error is confusing my clients into thinking that something is wrong with the file. PLEASE have someone look into this! I might just have to use google drive instead to share these files...

[Lusil]

Hey @macquelm, thanks for reaching out to us about this and sorry to hear that you're having trouble with previewing your files. 

Out of curiosity, does this message persist when you preview it from another browser? How about after clearing your cache and making sure that you're not running any third party plugins/extensions?

Let me know what you find, thanks!

[Studiostriver]

I having that problem, but with wav files. All of sudden i started getting the very same message. Very frustrating.

[Lusil]

Hi @Studiostriver, thanks for nudging us on this thread, and sorry to hear that you're also having trouble with this. 

Have you tried previewing the files from another browser or an incognito window? How about clearing the cache and making sure that you're not running any third party browser extensions? 

Let me know how it goes, cheers!