Overview
The platform limits the generation of new thumbnails to keep customer support available. An image can remain stored even when its avatar or thumbnail cannot be prepared. The media library and catalog then show a marker; avatars show initials or a marker.
Prerequisites
You need access to the file in the account. Existing file permissions and media restrictions still apply.
Step by step
- In the media library, open the item to view its details.
- Use the action to open or download the original, when available. The marker does not delete the file.
- If you need a thumbnail, reduce the resolution in an image editor and upload the new version.
- If a sticker, message header or group photo cannot be prepared, read the displayed error, try again or choose a smaller image.
Settings & options
There is no user setting to increase these limits. Existing upload format and size restrictions still apply.
Use cases
Full-resolution photos from sensors above 64 MP and panoramas above 64 MP can have no thumbnail. A contract or payment book can be generated without a logo that could not be prepared; the document remains available.
Tips, limits & best practices
New thumbnails accept source images up to 64 million pixels and 32,768 pixels on each side. Very narrow or tall proportions can also prevent a thumbnail. A small file in megabytes does not guarantee a small resolution. Images and animations opened in conversations continue to use the original.
Troubleshooting
If the issue is temporary, try opening the screen again. If it persists, reduce the resolution and upload the image again. A message whose header was refused shows a sending error; check its reason before resending. A refused sticker shows a preparation error instead of silently sending a different file.