Article ID : SX362002 / Last Modified : 01/21/2019

A picture in the Album application shows the 'broken image' icon

    If a picture can't be shown in the Album application, the broken image icon (which looks like a mountain) is shown. The file may be damaged or there may be a problem with the online service to which the picture is synced.

    Try these methods one after the other. Verify whether the problem was solved after each method, before trying the next one.

    • Update to the latest available version of the Album app using Google Play™ Store.
    • Restart the device.
    • Run the Find and fix problems feature in the Album app.
    • Clear data from the Album app, and then restart your phone or tablet.
    • If you're trying to view an online image, make sure that you have a working Internet connection and that you have the correct login details for the relevant online service.

    Running the Find and fix problems feature

    To run Find and fix problems

    1. From your Home screen, tap the Application screen icon.
    2. Find and tap Album.
    3. Drag the left edge of the screen to the right.
    4. Find and tap Settings > Find and fix problems.
    5. Tap FIND AND FIX.

    Clearing data from the Album app

    Android™ 8.0

    To clear data for the Album application

    1. From your Home screen, tap the Application screen icon.
    2. Find and tap Settings > Apps & notifications > App info > Album.
    3. Tap Storage.
    4. Tap CLEAR DATA > OK.

    Android™ 6.0, 7.0, 7.1 or 7.1.1

    To clear data for the Album application

    1. From your Home screen, tap the Application screen icon.
    2. Find and tap Settings > Apps > Album.
    3. Tap Storage.
    4. Tap CLEAR DATA > OK.

    Android™ 5.1 and lower

    To clear data for the Album application

    1. From your Home screen, tap the Application screen icon.
    2. Find and tap Settings > App.
    3. Scroll to the All tab, then select Album.
    4. Tap Clear dataOK.

    Checking a photo online service

    To check the login status for an online service account

    1. From your Home screen, tap the Application screen icon.
    2. Find and tap Album.
    3. Drag the left edge of the screen to the right, then select the relevant online service, for example, Facebook or Flickr.
    4. If prompted, enter your login details.
    5. Tap the update icon .

    Tip: You can also check the accounts settings for your synchronised online accounts under Settings > Users & accounts (Android 8.0) or Settings > Accounts/Account & sync (other Android versions).