Dropbox Paper Message - Oops! We couldn't find this image

[Jenniferwardstudio]

I added a photo to Dropbox Paper and it seemed to load. However, a message popped up saying that Dropbox couldn't find the image, saying that it may have been "moved or deleted or may be temporarily unavailable". I uploaded several images to this file in Dropbox Paper yesterday with no issue. Now, this message displays in lieu of *all* of my images. I saw that someone else also had this issue, and it seemed to resolve on it's own. I can't hope that my images will eventually pop back up, as this is a project I'm collaborating on with a client. Any help is greatly appreciated!

[Jay]

Hi @Jenniferwardstudio, thanks for posting on the Community!

Is this a Paper document that you own on your account, or was it shared to you?

How did you upload images into the document? Were they already stored on your account?

This will help me to assist further!

[Jenniferwardstudio]

Thank you for your help!

It’s an account that I own. I uploaded the images from my desktop - they are png and jpeg files. I moved the files to my Dropbox folder to see if adding them to Dropbox would help. It didn’t work. I can see the photos in a Chrome browser, but not Safari.

[Jay]

Are you on a Mac or Windows device? Have you recently updated your OS to the latest version or patched it recently?

[Jenniferwardstudio]

Yes, my Mac is updated to the latest software: MacOS Big Sur 11.2.3

The images don't show up in the Paper app either.

[Jenniferwardstudio · Accepted solution]

I found a solution! I forgot to mention earlier that, after I set up my Paper documents, I noticed my email was outdated - so, I changed it.

I confirmed my new email, changed my password and logged in with my new email. Everything worked fine for the rest of the day, but I'm thinking now, that Dropbox may have been updating my new information in the background. So when I logged in the next day, it acted as though I wasn't logged in when I was viewing my Paper files.

The fix was when I went into my Paper documents and invited myself with my new email to the documents. Now, it works everywhere! Safari, the Paper app, and Chrome.

Thanks again for your help!

[Jay]

Glad to hear it worked, however, I'm not sure I understand why you had to invite your own account to your Paper docs, since it uses the same email as your own Dropbox account. It would have updated automatically.

If this issue occurs again, please let me know.

[michealatfigma]

We're encountering this issue and error message when an employee leaves the team and their paper files are transferred to their manager.  The error says - "Couldn't load preview - the file may have been moved, deleted or is temporarily unavailable"

Is there a solution to fix this and also prevent it when employees offboard in the future? We're on a research team and it's important to keep the knowledge and images from these reports. 

[Megan]

Hi @michealatfigma, happy Friday! 

What is the process you follow when transferring the Paper files? 

Keep me posted, and we'll take it from there.