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

[BBCjustin]

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 open jpg's on either of them..... it's really annoying becauase I need to get access to those pics on the go everyday at work....

Anyone has a tip or two about how to solve it? Thanks in advance,

Justin

[Jay]

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

What mobile device are you using currently?

Are you able to mark the files as offline and then view them?

This will help me to assist further!

[BBCjustin]

Hi Jay, how are you?

Thanks for looking into this. 

At the moment I'm using an Iphone 8 Plus.

I never marked them as off line (if you mean like have them downloaded on my phone) because the folders that I've to consult for work daily contains thousands of pictures and can't possibly download them all.

[Jay]

Thanks for the reply, I just wanted you to try this on a few photos to see if they were being downloaded to the phone, and then if they could be previewed from there, and then we can continue troubleshooting.

[BBCjustin]

I see,

Thanks Jay. I'll do it now!.....

So, I've marked them and they gave the impression of being downloaded and a green tick but when trying to open the pic it appears the writing "Couldn't load photo"

[eriq c.]

I am receiving this error as well on my Dropbox App (iPhone SE) mobile. I can see all of my files just fine on the website. I love Dropbox by the way. 😉

Here are screens of what I am seeing Dropbox-wide. All images are NOT visible and loadable. Even when I "make file available offline."

[Jay]

 Thanks for the info, for the both of you, if you're not on a Dropbox Basic plan with more than 3 devices connected, could you try uninstalling the app, rebooting the device, and re-installing it to see if this helps?

[BBCjustin]

Hi,

Thanks for the tip.

did what you suggested but it kept not opening the pics I'm afraid.

[Walter]

Hey @BBCjustin, sorry to jump in here, but could you clarify your device's exact OS version and the version of the Dropbox app installed there as well?

Have you made sure that both of them are up to date?

Also, have you tried clearing the app's cache since you first noticed this? 

[BBCjustin]

Hi Walter,

no need to be sorry and thanks for helping.

My phone is running with iOS 16.3.1 and it doesn't give me an option to update it further. The App Version of Dropbox is 316.3.

Yes, I cleared the app's cache already this morning but it didn't help.