“No preview available” error message, when trying to preview a file on the mobile app

[karkness]

Just today, I started getting this message when opening files that I’ve been able to open in the past, it says “No preview available.  To view this file, open it on your computer.  I use my iPad & iPhone 99% of the time to open my Dropbox files.

[Hannah]

Hey @karkness, thanks for bringing this to our attention.

Are you having this issue on both your iPad and your iPhone? And did it start at the same time for both devices?

Can you tap on "account", then on the gear icon, then on "clear cache" and then restart Dropbox, to see if that helps?

Keep me posted.

[karkness]

Hi Hannah, thanks for the suggestion, I did just do that, cleared the cache, on my iPad and iPhone and logged back in to Dropbox….but it’s still doing the same thing…”no preview available”.  Any other suggestions?

Thanks,

Kaye

[karkness]

I forgot to say, yes, it started today on my iPad and iPhone after I did add a new document to Dropbox from my laptop.  Just normal stuff that I’ve done many dozens of times.  

[Hannah]

Thanks for the update here, @karkness.

Are you on the most recent version of both your iOS/iPap OS and the Dropbox app on your devices?

If not, can you try updating them, to see if that helps?

[karkness]

i just checked, mu iPhone is updated to the latest version, mu iPad wasn’t so I am updating it now.

[Jay]

Hi @karkness, keep us updated with any changes. What file types are you trying to open on the mobile devices?

[karkness]

I have a large recipe folder, so these are all recipes that I’ve saved using the name of the recipe.  But it would be basic file documents.  I’ve updated both my iPad and iPhone to the latest software and I’ve deleted the Dropbox app on both devices and reloaded it.  Those things haven’t helped.  When I open Dropbox, I have the recipe folder, but many of the different recipes files only show “No preview available” now.  

[Jay]

What is the file type for those recipes? What is the file extension at the end of the documents?

[karkness]

They are JPEG files.