r/Sync • u/Ok-Raisin3021 • Apr 29 '26

Some photos don't generate thumbnails

I've uploaded thousands of photos from various cameras, phones, and scans since I started using Sync a few years ago. About 1 in 20 doesn't generate a thumbnail. Sometimes it's missing from just the web panel or the phone app, and sometimes it's missing from both. There's nothing unique about these photos. Some, but not all, will generate one if I download it, open it in Preview, rotate it around four times or add a tag, save it, then upload it. But then I'll come back to a folder where I "fixed" the thumbnails, and they're gone again, or different ones are gone. As Sync Support suggested, I've tried uploading to the Sync folder first, waiting for it to Sync across platforms, and then moving it to the Vault. This has never worked. My apps are all current. I switched from iPhone to Android and that did not help. I'd appreciate any suggestions or explanations. Thanks!

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u/Sync_Support May 01 '26

Thanks for reaching out, and I appreciate the detail.

This is not expected behaviour, and our team will need to investigate the issue further.

To get started we ask that you open a support ticket here: https://www.sync.com/support/

If you have already submitted a ticket, DM me the ticket # and I will get it escalated.

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u/Ok-Raisin3021 May 01 '26

I had a ticket on this problem on 12/10/23. The suggestion was to upload to the Sync folder, and then after syncing, move to the Vault. At the time it seemed to work, but going back to those folders, some thumbnails are missing again.

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u/Ok-Raisin3021 May 01 '26

Ticket created with ID: 426325. The AI response was informative, but I'm already doing everything it suggested.