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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

Hannah
Dropbox Staff

Hey @tonekog, thanks for bringing this to our attention.

 

No related issues have been reported, but let's see what we can find out about this.

 

Do all these files have their file extension at the end of their name?

 

Can you send us a screenshot of the errors you see both online and your local Dropbox folder?

 

If you try this though a different browser or a private browsing window, do you see the same thing?

 

Let me know and we'll go from there.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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tonekog
Explorer | Level 3

Hi, 

 

In explorer
- filename with extensions
- click on file , message during opening

 

 

tonekog_2-1685095089525.png

 


Dropbox via browser

tonekog_3-1685095103504.png

 

BrTone 

 

Hannah
Dropbox Staff

Thanks for this, Tone!

 

If, as a test, you try to restore a previous version of one of the files, does that help?

 

Also, if you download the photos from the website, can you open them locally?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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tonekog
Explorer | Level 3

Hi, 

 

A try to restore to previous version, but I can't , I hove only this option in screen (for all files)

tonekog_1-1685432042258.png

 

If I download from website, I cannot open locally.

 

New photos file, from email or web, I can normally open local, after saving to Dropbox folder(local client for DB) I'am  geeting this error.

 

regards, T

 

 

Hannah
Dropbox Staff

Thanks, @tonekog.

 

And you're seeing the same thing on other browsers as well?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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tonekog
Explorer | Level 3

Yes.

 

I can share same sample folder with you, you will se behavior on your side. Should we try? 

 

Regards, Tone

Jay
Dropbox Staff

If the images aren't opening on the site or your computer, then this could mean that the images were corrupted before syncing to Dropbox.

 

Did you upload these images manually to the site itself, via the mobile app, or did you move the files into the Dropbox folder?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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carlosc9
New member | Level 2

Hi there!

 

I have the same exact issue. Even though the images are jpg, I am not able to open them in a browser, in the desktop app, or in the mobile app.

 

It could be that the images were corrupted when uploading them, but why is this happening? And what's the best way to upload images from my iphone to dropbox?

 

For context, I uploaded the images from the mobile app. I created a folder, then I chose the option to upload photos.

 

Appreciate your help.

Hannah
Dropbox Staff

Sorry to see that you're having this issue, @carlosc9.

 

Just to confirm, are you uploading the photos by opening the Dropbox app and tapping on the '+' icon?

 

Or by sharing the photos to Dropbox through the Photos app?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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    tonekog Explorer | Level 3
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    Hannah Dropbox Staff
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    michael_j New member | Level 2
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