Thumbnails not showing when files synced

[Rocket5612]

Hi all,

We are having an issue with DropBox, where thumbnails show fine when they file is in online mode, but the moment you double click it to open and the icon changes to the green tick as it's now locally synced, the thumbnail immediately disappears.  This is causing a major problem for users when trying to locate images for large folders.  Is this a known bug?  If so, can it be resolved, even if by installing a BETA/patch?

Thanks

[Walter]

Hey @Rocket5612, sorry to hear you're having issues with this.

Can you please clarify your devices exact OS and the version of the Dropbox desktop app installed there as well?

A screenshot of how this looks on your end would also help. 

Also, have you been through this older discussion to see if any troubleshooting mentioned there helps?

Keep me posted!

[Rocket5612]

Hi Walter,

Windows 10 20H2 (19042.1586)

DropBox 154.4.5363

This seems very common though upon searching the forums.  Had this conclusively been fixed or is it still patchy?  I don't mind either way, I just need a definitive answer to give to the client.

I've tried all the usual things such as indexing DropBox, reinstalling etc.

[Walter]

Thanks for the additional information @Rocket5612 - much appreciated. 

I looked this up internally and I can see that after investigation by our team of engineers, it appears this issue is related to 3rd party software installed on the machine, and how it generates previews for files within Dropbox.
 

Previews are still available while changing the file from being available offline to Online Only. 

In order to see the thumbnail preview of the file:

1. Select the file.
2. Right-click and choose  Make Online Only within the context menu.

I hope this helps to some extent. 
 

[Rocket5612]

Hi,

So if it's a third party issue, and has been investigated like confirmed, please let everyone in the community know what it is, so that we can remove it and resolve these issues..??

This will undoubtedly please many people on the forum asking these questions for the last few years 🙂

[patsabre13]

I'm also experiencing this exact issue. 

I'm also seeing the same blanket response from DropBox Support that it's a third party app issue. How about telling us what app that might be so we can have a shot a fixing it.