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Sound of mp4 videos is weird in mobile app

When I play some mp4 videos in my dropbox app, the sound of it is weird and unclear. I am sure the original videos are fine as I play them on my computer, and it works fine.

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Megan

Hey there, @edmondcr, welcome to our Community!

Does this previewing issue affect all of your .mp4 files, or some of them? Can you also clarify the OS you're using, and the Dropbox app version installed there?

Keep me posted, and we'll take it from there!

edmondcr

Some of them have the issue, but when I remove the files and try to put them into the folder again, the problem is still there. All my iOS version and dropbox app are up-to-date. Thank you.

Megan

Hi @edmondcr, do you use our desktop app, or mobile app?

Provided you're using the mobile app, could you try to save the .mp4 locally to your device, to check how it sounds there?

edmondcr

I use both mobile and desktop app, but only mobile app has the issue.

Yes. I do. It is completely fine when I play it locally. What I meant for the weird is having the buzzing sound or electric sound when I play most of the mp4 files on mobile app.

Walter

Hey @edmondcr, sorry to jump in here, but have you tried clearing the app's cache at all since you first noticed this?

To do so on iOS:
1. Navigate to the “Personal” tab
2. Tap the gear icon in the upper-left corner of the screen
3. Select “Clear Cache”

Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.

edmondcr

I cleaned the cache and logged out from the app, but the problem is still there.

Walter

Thanks for giving that a go for me @edmondcr

May I ask if this happens on a web browser as well or if it's just affecting the mobile app?

Also, could you clarify your device's exact OS version and the version of the Dropbox mobile app installed there as well?

Are only mp4 files affected by this or is this happening with other types of files as well? How large are the files in question by the way?

edmondcr

It works perfectly on the website. I think it is the bug of mobile app. My iOS version is 16.6.1 and app version is 346.2.2. Only my mp4 files have problems. The mp4 files are around 40MB to 80MB. Thank you.

Hannah

Hey @edmondcr, have you tried uninstalling the app, restarting the device and reinstalling it, to see if it helps?

edmondcr

I tried. Still have the same issue.

Megan

Hi @edmondcr, can I send you an email, in order for us to have a closer look?

edmondcr

Yes. Sure.

Walter

Hi @edmondcr - thanks for your cooperation so far.

I've just sent you an email to look further into this issue, so please have a look at your inbox and we'll take it from there.

jwilk17

my .mp4 file is stored on drop box and the audio playback is distorted when i playback on iphone. no problem when playback on computer or if the file is downloaded to my iphone and played back locally

jwilk17

here is the link to the file. this is frustrating. please help tell me what to do to fix this....

[removed]

Hannah

Hey @jwilk17, thanks for reaching out to our Community.

I moved your post to a thread that recently dealt with the same issue; can you try the troubleshooting steps in this thread, to see if they help?

edmondcr

The troubleshooting doesn’t help. The only way to fix that is to export the video to somewhere like files in iOS. Once you do that, the sound of the video is back to normal, but it is annoying that you have to do that to every single video. I hope Dropbox can fix that.

jwilk17

what do you mean export the video to somewhere like files in iOS? do you mean IOS file storage?

edmondcr

Yes. Just save your video which is in your dropbox into iOS storage file/ iCloud drive once. That will do it.

jwilk17

that did not fix my problem.

here is the link

[removed]

thew sound does not work well with when accessed by iphone.

Hannah

Thanks for the update, @jwilk17.

Does the video play fine when previewed on our website?

jwilk17

The file when stored on your website the sound does work well when accessed with my Dell laptop. When the same file is accessed by iphone, it sounds horrible. I sent you the link to the file so you can test it. This is a business video and I am fearful to publish for fear if any Apple user access it on Dropbox will hear the same and frown on my business marketing. Please get this reszolved.

Jay

Hi @jwilk17, is the file being previewed in the Dropbox mobile app, or on the site on a browser on the phone?

strigimusic

Did this ever get answered? I’m struggling with this too. I’m on an iPhone 12 Pro Max running all the latest updates for both Apple and Dropbox. The audio from the video sounds crackly and terrible but sounds great on desktop.

Walter

Hi @strigimusic - sorry to hear you're having issues with this.

Could you please reboot your device and clear the app's cache and let us know if this persists?

If it does, is it affecting all audio files, some or just one?

strigimusic

Hey Walter, I figured out what it was. My video was at a very large resolution. I had to downscale it to a smaller aspect ratio and now the audio works great. 🙂 It even works with a 60fps video.