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Photos Missing but show as grey icons

Photos Missing but show as grey icons

bill-f1
Explorer | Level 3

I am missing over 1,000 photos from 2004. They can not be opened, edited, or downloaded.

They do not show as Moved or Deleted in Events.

I am not syncing to any computers or phones.

The Photos page shows all but 1 of them as empty grey icons. That 1 photo can be accessed and downloaded. The rest can not. Photos from all other years are fine.

Any ideas?

billf1_1-1669548383264.png

 

 

 

11 Replies 11

Re: Photos Missing but show as grey icons

Jay
Dropboxer

Hi @bill-f1, thanks for bringing this to our attention.

 

Are you viewing these photos from the Photos tab, or the normal Dropbox files tab?

 

Can you navigate to one of those images in the files tab and then view the size of the file itself by changing the columns? How large is the file and does it show any version history on it?

 

Any other info or screenshots would be helpful!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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Re: Photos Missing but show as grey icons

bill-f1
Explorer | Level 3

The previous screenshot was from the Photos view.

Also in the Photos view, the more (three dot) menu shows commands but I cannot select any of those commands, including Download and Version history:

billf1_0-1669650675827.png

I cannot locate these grey'd photos from the Files view, because I cannot determine the file names or any other characteristics.

 

Re: Photos Missing but show as grey icons

Megan
Dropboxer

Hi @bill-f1, could you try accessing your Photos tab through a different browser, by any chance? 

 

You can also try an incognito tab on your browser, just to check if you'll have the same results. 


Megan
Community Moderator @ Dropbox
dropbox.com/support


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Re: Photos Missing but show as grey icons

bill-f1
Explorer | Level 3

Chrome, Chrome incognito, Chrome Beta, Edge, Edge Dev, and Firefox all show the same empty gray boxes.

Switching the view options in Photos from All Items to Photos shows only one file, so I am wondering if there are items that are somehow classified as Photos but are not really photos.

billf1_1-1669818103447.png

 

2022-11-30_14-12-48.png

What concerns me is that there does not seem to be a way to get to the "underlying" data - I can't Open, Download, Edit, or get a Version History from the More menu for those gray boxes. The commands are there but they can't be selected so I can’t really tell what those gray boxes represent.

 

Re: Photos Missing but show as grey icons

Hannah
Dropboxer

Sorry to jump in here, @bill-f1.

 

Can you let me know if these photos were recently uploaded to your account?

 

If that's the case, please make sure you allow 24 hours to pass and then check again.

 

If they haven't been recently uploaded, please also make sure that you don’t have anything blocking your connection to the Dropbox servers such as an antivirus, firewall, security program, proxy or VPN.

 

If you do, either whitelist Dropbox on them or temporarily disable or uninstall them, to see if that helps.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Re: Photos Missing but show as grey icons

bill-f1
Explorer | Level 3

The photos (if they are photos) have been there for years and years.

Nothing seems to be blocking my Dropbox connection - I have full access to other files and folders in Dropbox, just not these specific files.

Re: Photos Missing but show as grey icons

Walter
Dropboxer

Hey @bill-f1, sorry to jump in, but could you try clearing your browser's cache or another browser and let us know if this persists? 


Walter
Community Moderator @ Dropbox
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Re: Photos Missing but show as grey icons

bill-f1
Explorer | Level 3

Hi! Yes, I have tried Chrome, Chrome incognito, Chrome Beta, Edge, Edge Dev, and Firefox all show the same empty gray boxes.

 

Re: Photos Missing but show as grey icons

Megan
Dropboxer

Hi @bill-f1, is it possible that you use any browser extensions or plugins, that could be causing the issue?

 

Also, please make sure that you don’t have anything blocking your connection to the Dropbox servers such as an antivirus, firewall, security program, proxy or VPN.


Megan
Community Moderator @ Dropbox
dropbox.com/support


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    Jay Dropboxer
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    bill-f1 Explorer | Level 3
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    Megan Dropboxer
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    Walter Dropboxer
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