I am unable to view my images on the phone, online and even when the images download it.

[Teddy3]

I am unable to view my images on the phone, online and even when the images download it. It reads ‘ couldn’t preview this file’. Any suggestion?

[Megan]

Hi @Teddy3, let's jump right into this! 

Can you clarify the file type you're trying to preview? Does it happen with all the files of this similar file type, or a specific one?

How large are the files, and what is the exact error you get on Dropbox, and the one you get when you download the file and try to preview it. 

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

[Teddy3]

It’s a picture(.jpg) and it does not happen with all my pictures just some.
One of the pictures is 1.1 MB and most of those affected are between 0.9 - 2 MB.
The exact error I get when trying to view in the phone app is ‘Couldn’t load photo there was an error loading the file’. When I use the website I get the error ‘Couldn’t preview this file’. When I download to my iPhone the whole image is gray

[Jay]

Hi @Teddy3, just for clarification, if you download the images onto a computer, do they preview normally?

[Teddy3]

When I download the image it comes as a gray image. Just plain gray image

[Nancy]

Hi from me too, @Teddy3. 

Is it possible to upload a screenshot of the grey image that you mention? I’d like to investigate this further.