"This file can't be previewed" Error Message

[KyranisArchitects]

It's probably an issue that has arisen in the past. Since 26/05/2023, I can't open the photos I upload from my mobile phone, but neither can I access the ones I had uploaded in the past and could previously view normally. They are visual materials from my work, and I need them. It's difficult for me to work as I want. If this continues, I will cancel my subscription with the company. Someone needs to do something as soon as possible.

[Jay]

Hi @KyranisArchitects, thanks for bringing this to our attention.

What OS version and you running, is it Android or iOS? What's the version of the Dropbox mobile app?

Are you accessing the files via a stable WiFi network or cellular data?

This will help me to assist further!

[KyranisArchitects]

 

We are running Windows 11 22H2, we have the latest version of Dropbox mobile app, we are uploading files via cellular data and we are  accessing the files via a stable WiFi network. I have attached a ascreenshot of the error message.

[KyranisArchitects]

The operating system we use on our computers is Windows 11 22H2, on our mobile phones, we use Android, and we have the latest version of Dropbox installed on all our devices. The photos are uploaded via cellular data and we are accessing the files via a stable WiFi network. The error message states, "It looks like we don't support this file format."

[Hannah]

Hey @KyranisArchitects, sorry to jump in here. 

Are you able to access and open the photos as normal through our website?

[KyranisArchitects]

No, we are not.

[Megan]

Hi @KyranisArchitects, can you send me a screenshot with the error message you receive, when you try to preview these files online? 

Also, do you use camera uploads to upload these files, or manual uploads?