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Unable to load photo/Preview not available for jpeg images

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Justin Krug

One of the main benefits of using Box is the ability to see when clients download files or folders. However, one of the big drawbacks is that clients are not able to preview images I send either using the link on a mobile device or on the app. On a mobile device, a message pops up saying "Preview not available" when clicking on the thumbnail icon. The thumbnail icon, by the way, does not show a preview of the jpeg image, but only a standard icon with a green header "jpg." Using the app,  the message changes to "unable to load photo."  I should note that dropbox has none of these display issues. What if anything can I do to ensure clients are able to preview the images, both as thumbnails, and also when clicking on individual images?

I am sending over low res images which suffer the exact same problems.

Thanks.

 

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6 comments

Date Votes
  • France

    Hi Justin, 

    Welcome to the Box Community!
     
    This would be something our Box Support team would like to investigate with you and may require specific account information. 
     
    I've gone ahead and created a ticket for you so that an agent can work directly with you on looking into this. Please check your email for details.

    Thanks for your patience!

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  • Kristi Butler

    I have this same issue, you cannot see a preview of a photo in the Box folder. Did you have a resolution for this?

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  • Justin Krug

    There is no solution. On mobile devices image previews do not load the first time. By the second or third attempt at clicking on the individual image thumbnails, I was able to get them to load, after some delay. Box support had me send over screen shots, videos, and exchange several e-mails just to reroute me to someone who had me also upload videos. The second rep finally said that it's a known issue and several weeks later updated me to say that Box is not working on fixing it. 

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  • Caroline Pinal

    Has this issue been resolved yet? Facing the same challenge. Thank you.

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  • Kristi Butler

    If on a computer you can choose the largest image and they show up better but it is very slow and if a large folder of photos it takes a long time to see the photo and if you scroll up or down it starts all over again. Makes it almost impossible to organize. 

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  • EMMA N STISO

    I am also having this issue, my internal IT office could not figure it out. Thanks, following. 

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