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BBCjustin's avatar
BBCjustin
Explorer | Level 4
2 years ago

can't open jpg on my dropbox app on my phone

Good morning, I woke up today and I can't open jpg files in the dropbox app on my iphone. My phone has the latest update and so has the Dropbox app.   I have two Dropbox profiles but I can't op...
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Kenda's avatar
Kenda
Helpful | Level 5
2 years ago

I use the Dropbox app on my Windows 11 laptop and my iPhone 13 Pro to organize and store my photos in the cloud. The app works fine on my laptop, but I am having a new issue with it on my iPhone: the thumbnail view of JPG and RAW photos is no longer visible. I only see an icon for each photo. When I select a photo to view it, I receive a message that says "Couldn't load photo" and "There was an error loading the file." Tapping the "Try again" button doesn't work. This problem started yesterday (02/21/23) and happens regardless of the network my iPhone is connected to, both Wi-Fi and cellular. However, I can save images from the app to my phone just fine.

 

I installed the latest iOS update, restarted by iPhone, checked for updates to the Dropbox app - even uninstalled and reinstalled the app. Nothing is fixing this issue. I don't want to make these files available offline because there isn't enough space on my phone. (I have more than 1 TB stored in Dropbox.)

 

Is anyone else experiencing this issue? Is there setting change within the iPhone that I need to enable?

 

Thank you in advance for your help!

 

 

    • Kenda's avatar
      Kenda
      Helpful | Level 5
      2 years ago

      Thank you, Eric.

       

      I guess it's nice to know that I am not the only one with this issue. When the problem started for me yesterday, I had not installed the latest iOS update yet. I installed it this morning, hoping it would fix the problem, but it didn't. I'm just pointing out that this issue was not caused by the 16.3.1 iOS update - in case anyone wonders about that.

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    Hey Kenda, thanks for bringing this to our attention.

     

    I checked this on my own device, but I wasn't able to reproduce the issue.

     

    If you tap on "account", then on the gear icon and then on "clear cache", are you seeing any difference?

     

    Also, do you have at least 500MB of storage space available on your device (the device itself, not Dropbox) for the Dropbox app to work correctly?

     

    Let me know what you find.

    • Kenda's avatar
      Kenda
      Helpful | Level 5
      2 years ago

      Hello Hannah,

       

      I cleared the cache, but it did not fix the problem.

       

      I store all files in the Dropbox cloud, not locally, but I do have plenty of of space available in the Apply iCloud (using only 2.9 GB). According to the Dropbox app, I have 81.92 GB of space available for local storage on my phone and I am using zero.

       

      Up until yesterday, the Dropbox app has worked the way it's supposed to on my iPhone.

       

      Thank you,

      Kenda

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