Screenshots don't load in Plex Photos or web app

Plex Media Server Remote Access
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1

Server Version#: 1.42.1.10060
Player Version#: 2025.2.0

When trying to load extra long screenshots taken from phone, the app shows error: “An error occurred while trying to load a higher resolution”, while the web app shows: “Unable to load photo”.

Is there anyway to allow these screenshots to load via config changes? We’re talking about image ratio of like 1:5 in width:height.

Thanks

2

What is the resolution of your photos/screenshots like this? are they jpgs or some other file type

I created a 1:5 ratio image and I see what you mean in web. In web it loaded a quick preview thumb but after a second i see the error you mentioned but it worked fine in Plex Photos for me.

3

The one that doesn’t load is 1440x13747. So closer to 1:10. Some other ones that load are about 1:6.