Thumbnails not showing image

[pmwomeldorf]

I have ACD See Photo Studio 4.1.(464) and MAC OS High Sierra 10.13.3 and I've added new folders with images and when I looked at that new folder the thumbnails don't show the image. When I go to view they show up fine. Other older folders shows the images fine. What's wrong?

[david@acd]

Hi pmwomeldorf,

Thank you for your feedback. Please assist me in troubleshooting this issue:

First, please try the following:
1. Browse into the problem folder.
2. Refresh (cmd+R, or View|Refresh).

If the issue is not resolved, please try the following:
1. In the ACDSee Folders Pane, select the problem folder.
2. Copy (cmd+C, or Edit|Copy).
3. Select its parent folder.
4. Paste (cmd+V, or Edit|Paste)
5. Browse into the new folder.

If the issue still occurs in the new folder, please try the following:
1. In the ACDSee Folders Pane, select the problem folder.
2. In the ACDSee File List, select the broken thumbnails.
3. Copy the files (cmd+C, or Edit|Copy).
4. Browse to a different folder.
5. Paste the files (cmd+V, or Edit|Paste)
6. Browse into the new folder.

If the issue still occurs in the new folder, please try the following:
1. Close ACDSee.
2. In Finder, select the problem folder.
3. Copy.
4. Select its parent folder.
5. Paste.
6. In ACDSee, browse into the new folder.

Based on the results, I can advise further.

Thank you,
David

[pmwomeldorf]

Thanks for the suggestions. I didn't have to try any one them, as I went to the same folder this morning and the thumbnails were showing pictures again. I will tries your suggestions in the future if I have the same problem.

[david@acd]

Hi pmwomeldorf,

Thank you for the reply. I'm glad it's working now

Best regards,
David

[pmwomeldorf]

Well I just tried it again with some additional new folders and tried immediately to view the thumbnails and I don't see the image. I tried all you suggestions above and none of them worked.

[david@acd]

Hi pmwomeldorf,

I'm sorry to hear that. Please describe how you create these folders. Do you create them in ACDSee? If so, which commands do you use?
If you create them outside of ACDSee, is ACDSee open at the time?

Thank you,
David

[pmwomeldorf]

I'm using finder to move the original documents from my download folder to another folder. ACDSee is not open at the time. When I open ACDSee the folder or sub=folder it shows up but the thumbnails as I said do not say up.

[david@acd]

Hi pmwomeldorf,

Thank you for this information.

What file format are these images? JPG, RAW, or something else? If from a camera, which camera model?
Are thumbnails for this file format always broken? Or have you seen thumbnails work correctly for this file format in other cases?

Please try the following:
1. Close ACDSee.
2. Open Console.app
3. In Console.app, type "ACDSee" in the Search bar to filter the list to only show logs from ACDSee.
4. Open ACDSee.
5. In ACDSee, browse to the folder with the broken thumbnails.

Please provide the Console log output.

Thank you,
David

[pmwomeldorf]

Files are jpg, png, tiff,psd. Attaching console log output.

[david@acd]

Hi pmwomeldorf,

Thank you very much for the quick reply. I will review with the development team and get back to you as soon as I have more information.

Best regards,
David

[david@acd]

Hi pmwomeldorf,

I've reviewed this issue with the development team.

An invalid database entry might be the cause of this issue (specifically, an invalid reference to a component in the problem images' path).

Please try the following and let me know the result:

1. In ACDSee, browse to the folder with broken thumbnails.
2. Select one of the broken thumbnails and Copy.
3. Browse up one folder level and Paste.
- Example: if the image's path is /A/B/C/image.jpg, paste in folder B
4. Repeat Step 3, browsing up each time, until the thumbnail appears correctly.
- Example: if the thumbnail was still broken in B, paste in folder A.

Also, two questions:
1) Where are these images located? Local, removable, or shared volume?
2) If located on a removable or shared volume, do the thumbnails appear correctly if you copy to your local volume?

Thank you,
David

[pmwomeldorf]

I did per your instructions above and kept copying the file into the folder above and still no image. I even did the Refresh and Refresh Folder Pane. All my files are on my local volume.

[david@acd]

Hi pmwomeldorf,

Thank you for trying my suggestions. I'm sorry they didn't help resolve the issue.
A Customer Care representative will contact you shortly.

Best regards,
David

[pmwomeldorf]

I finally decided to backup my database and then Restore my database from that backup and so far I can see all my thumbnails I could not see previously. I also added some new folders with jpgs with ACDSee closed, then went it and was able to see the thumbnails. So I'll see if that has solved the problem unless someone has any other ideas.

[david@acd]

Hi pmwomeldorf,

I just wanted to check in with you about this issue.
Have things been running smoothly since restoring the database?

Regards,
David