Child Item

iPhone 8 4k 60fps video not uploading

I recently upgraded to an iPhone 8 and enabled the 4k 60fps video option, which by default saves all video files using the HEVC file format. I am aware there are some compatability issues with this format on some platforms, but I only have Apple hardware in my device chain so everything should be fine. Dropbox says it can sync these file types but i only ever receive an unable to upload photo error. No Dropbox app updates are available from the app store and im on the lastest iOS.

Find more posts tagged with

Mobile

Sync

Closed - Partially Delivered

Accepted answers

Jay

Right, since you’re still getting an error message for video uploads, we’d recommend that you email us at https://www.dropbox.com/support/email/dropbox_app/submit so we can check this out here.

Let me know when you’ve done so!

All comments

Jay

Hey there, since 4K videos are generally massive in size, are you using WiFi for them to upload to the Dropbox servers via the iPhone?

Also, are you using the automatic camera uploads or manually uploading the videos into the Dropbox app?

blackfox986

I have tested with very short videos and longer ones. The issue does not seem to be related to file size.

I am trying to upload via Camera Upload, but it gives an error like the file is corrupted. I am able to manually upload the videos, which is my current workaround.

All of the above tested on WiFi only.

Jay

Interesting… Do the automatic video uploads work fine when they’re not in 4K mode?

blackfox986

OK, I’ve just done a load more tests and from why I can tell it doesn’t matter what resolution or frame rate I choose, video uploads just aren’t working for me.

I did also try removing and reinstalling the Dropbox app, still no joy. I might try deleting everything from my camera roll and see if I still get the corruption error, then work up one by one from there to see if I can narrow it down some more.

Any other ideas?

Jay

This is what I was thinking, that there might be a more basic issue at hand. If all video uploads aren’t working, then we need to start from there.

Try first removing the videos from the Camera Roll. You can always manually upload them to Dropbox using the app, or simply use the desktop camera upload for the same behavior.

https://www.dropbox.com/help/photos-videos/camera-uploads-overview

I’m assuming that photo uploads are working fine, however if even photos aren’t working, and all videos were removed, there could be a corrupted image causing the problem.

If photos are fine, try with a basic short video to see if it uploads. Keep me posted!

blackfox986

Ok I just removed everything from my camera roll. Open Dropbox and it says all done for now. Clean slate.

I open the camera and take a photo, check Dropbox and the photo uploads fine, goes back to all done for now.
I repeat with a video at 720p 30fps and most compatible file settings so no HEVC and the app reports the error.

Jay

blackfox986

Request raised

Juunas

Same problem on iPhone X (and what seems to be a number of other models too), my open ticket #6735486.

blackfox986

So I have seen some further development on this issue. I have found that if you wait and I’m not sure how long yet, the videos eventually upload. I don’t know what the reason behind this is, however I suspect it has something to do with some kind of video processing Apple are doing once the video has been captured. They could be putting a lock on the file while they re-encode a HEVC version.

Even if that was the case (and it’s just a personal theory at the moment) it doesn’t explain why you still get the issue if HEVC is disabled with a lower resolution and frame rate, nor why you can manually upload the video immediately but have to wait for it to occure naturally.

I have had an initial response from support, hopefully that progresses to a conclusion and I will update here.

[This thread is now closed by moderators due to inactivity. If you're experiencing a similar behavior, feel free to start a new discussion in the Find Answers section here. ]