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Re: Cannot open photos files (*jpg, *.jpeg, *.png)

Cannot open photos files (*jpg, *.jpeg, *.png)

tonekog
Explorer | Level 3

Hi, 

I have problem with opening of photos files, stored on Dropbox.

Browser

Using browser logged to Dropbox in preview phase, getting message  "Couldn't preview this file", 

after downloading and opening, message is "It looks like we don't support this file format".

 

Explorer

Opening files from explorer side, (Dropbox client is installed) getting the same message :  "It looks like we don't support this file format".

 

Why problem looks like general in Dropbox ?

It might be general problem, related to Dropbox:

  • all photos, stored in Dropbox
  • photos file, stored on local disc are openable normal
  • I have a lot of photos, most of them only uploaded to Dropbox, even never opened from my side
  • A lot of them was normally openable, the same file more times opened normal, after some moment(I don't know what changed on Dropbox) i faced this issue

It must be some "general" issue from DB side.

Can someone help me on this topic ? 

Regards , Tone 

 

 

16 Replies 16

carlosc9
New member | Level 2

Hi Hannah. Thank you for getting back to me so quickly.

 

The first option. I am opening the Dropbox app and tapping on the '+' icon.

 

After a few tries, I was able to upload a smaller amount of pictures, but the issue seems to still be there as half of those uploads keep showing the same issue. I am not sure why this is happening.

 

Could help me troubleshoot or find the cause of this?

 

Thanks!

 

Hannah
Dropbox Staff

Thanks for the update here, Carlos.

 

It is very strange that they don't open on the website, mobile app or locally on your computer, this definitely indicates that they're corrupted somehow.

 

But uploading them to Dropbox like that, wouldn't cause them to get corrupted.

 

If you download them from our website and open the downloaded version on your computer, what do you see?

 

Try downloading from different browsers too, if you can.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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tonekog
Explorer | Level 3

Dear all, 

 

 Since I have problem also with some other filetypes, not only photos (*.jpg), I investigate more, and I found the "same point" of  issues.

 

All files, which are corrupted was changed at the same time : 

Information

Modified : 28 April 2020 at 17:47.

 

All files, which are damaged are modified at this time. There are *.jpg, *.xls, *.xlsx, *.pdf. 

At this moment files are modified only inside Dropbox area on my harddrive, out of Dropbox area there no any file on my hardrive damaged.

 

It looks like something was demaged inside Dropbox storage. Is it some how restorable or recognizable, what was executed at that moment.

 

Let me know, 

 

Thanks, 

Regards, Tone 

tonekog
Explorer | Level 3

@carlosc9 , 

 

can you check, when your  damaged file was modified, is any relation with time from mine case ? 

 

Can you check please ? 

 

Br, Tone

michael_j
New member | Level 2

I have exactly the same problem.

 

Has there been a resolution to this?

 

Here are my steps:

  • Take photos on an iPhone. When I send the photos to a windows device e.g. via Slack or email, I can view the photos without error
  • Use the Camera Uploads feature on the Dropbox iPhone App to sync my photos with Dropbox cloud storage
  • Open the sync'd Dropbox/ Camera Uploads folder on my laptop and attempt to open any image and receive the same error message.

 

michael_j_0-1707321153804.png

 

Hannah
Dropbox Staff

Hey @michael_j, sorry to hear about this.

 

I tested this on my end, and I'm not having any issues, so let's see what we can find.

 

Just to confirm, you're adding the photos to your Dropbox with Camera Uploads, right? Do they open fine when you preview them in the Dropbox app on your phone?

 

On your computer, if you move them out of Dropbox, do they open?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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tonekog
Explorer | Level 3

@michael_j 

can you check, is the same modification time on all files with this issue? 

In my case, all files with this issue (not only photos, even, pdfs, excels, word,... all of them) have the same time of modification. In my case this time is Modified : 28 April 2020 at 17:47.

 

Can you check if you have same pattern on all error cases ?

 

br Tone

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