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Forum Discussion
File explorer having issues displaying .jpg files again
I thought this problem had been resolved, but yesterday, my laptop and desktop both updated with 2023-03 Cumulative Update for Windows 11 for x64-based Systems (KB5023698)
Now, when I bring up any folder that has .jpg files using File Explorer, I only get a generic icon and can't see the photo previews. When I click on one of the icons, I get a black screen that says "Photo can't open this file because the format is currently unsupported , or the file is corrupted"
- Hannah
Dropbox Staff
Hey lesmezei, thanks for reaching out to us.
I moved your comment to a thread of its own, since it seems to be different than the one you originally posted it in.
Are you only having this issue with photos in your Dropbox folder? And is it just photos or other files as well?
What's the sync status and version of the Dropbox app on your computer?
You can see this info, by hovering over the Dropbox icon in your system tray.
Let me know and we'll go from there.
The behavior I described was on my Beelink desktop computer. When I try to open .jpg photos on my Asus laptop, I get a popup message that gives me the file path and says "no such interface supported". Pdf files come up OK but text files give me a popup message that says "Windows cannot find file (path). Make sure you typed the name correctly and try again." My desktop is on Dropbox Capture V96.6.0 while my laptop is on Dropbox version 169.4.5684 and says it's up to date. On the Laptop I show two files synced yesterday. Since I couldn't display sync status on the desktop computer, I tried clicking on the Dropbox icon on its desktop and a second Dropbox icon was added to the system tray. It now shows Dropbox version 169.4.5684 and after it uploaded various files, it now says up to date. Wow, I then rechecked my file explorer and everything is working fine on my desktop.
I tried to run Dropbox from my desktop icon on my laptop to see if it would fix the issues there but it had no effect. The laptop is still showing the same issues.
An observation: Task Manager shows multiple background processes of Dropbox on both systems. Is this normal? Also, what's Dropbox Capture and why doesn't it appear on my laptop's system tray like on my desktop?
- Megan
Hi lesmezei, glad to know that the desktop is now working exactly as it should!
Now, onto the laptop: when you say that Task manager shows multiple background processes of Dropbox, could you send me a screenshot, in order for me to have a visual?
You also mentioned Dropbox Capture. Capture is a tool for users to create and communicate with screenshots, screen and audio recordings, and video messages.
To learn more about Dropbox Capture, please check out the following Help Center articles located here.
Could you send me a few screenshots of the errors you receive, when trying to preview your files using your laptop? Also, if you quit the Dropbox app, and try to preview the same content, are you able to do so?
