Many thumbnails disappear as soon as I select a picture.

[kenternst]

Apparently the last upgrade has caused havoc with picture thumbnails. The file folders have a new look but the problem is when I open a folder it takes a very long time to load the thumbnails for the pictures. Worse yet. Many thumbnails disappear as soon as I select a picture. It's impossible for me to work on pictures when the thumbnails won't appear or disappear. 

[Walter]

Hey @kenternst - sorry to hear you're having issues with this.

Can you please clarify if you're referring to the Dropbox website or the desktop app and your Dropbox folder on your computer?

If you could also send us a couple of screenshots so that we can have a visual too, I'd appreciate it.

Thanks!

[kenternst]

Thumbnails take a long time to load and if I select a picture file after they appear, many thumbnails disappear again. This is on your application on my Android Samsung S8 tablet and my Samsung S22 phone.  T

[Walter]

I see, thanks for clarifying that for me @kenternst - much appreciated.

Could you clear the app's cache and let me know if the issue persists?

To clear the cache on your Android:

1. Open the Dropbox Android app.
2. Tap the menu icon in the top left.
3. Select Settings.
4. Select Clear cache.

Once you’ve cleared the cache, log out of the Dropbox app, restart your device, then log back in.

[kenternst]

Did what you suggested. No improvement 

[Megan]

Hey @kenternst, do you notice this behavior only when you preview content using your Files tab, or it's the same on your Photos tab too? 

Can you also clarify your OS, and the app's version that you're using at the moment? 

[kenternst]

Photos and as I mentioned, it's a problem on both my Android S8 tablet and my Android S22 phone, Android version 14

[Megan]

Hi @kenternst, if you connect to a different network or use your cellular data, do you notice the same behavior? 

[kenternst]

Yes. BTW we travel full-time in a motorhome and use Starlink at 40 to 120 MBPS. The problem began on your last up grade. I've been a customer for several years. There is no problem at my end, unless there are new settings or application changes I need to be aware of. I can't be the only one having problems on multiple devices on Android equipment. 

[Jay]

Hi @kenternst, we've not seen similar reports like this. Have you tried connecting to a stable WiFi connection to see if the issue persists?

Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?