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The color of my videos changes after being added to Dropbox.

Lately when I have downloaded videos from my iphone 12 to the dropbox app the color in the videos have been distorted and not clear. Does anyone have a fix for this? This is also happening with my wife’s iphone to the dropbox app.

Thank you.

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Nancy

Hey @Doug1580, hope you’re doing well.

From what I understand, you’re uploading these videos from your mobile device to the Dropbox app, correct? If yes, are you uploading them manually or automatically via camera uploads?

Other than that, I’d like two screenshots showing how the video appears originally vs how it is after it’s been added to your Dropbox account via the mobile app.

Ping me when you’re ready.

Doug1580

Hi Nancy

Yes I am downloading from my mobile device (iphone) to my dropbox app.
I am doing this manually.

Megan

Hey @Doug1580, thanks for the info!

Could you also clarify the OS you're currently using, along with the version of the Dropbox app on your device?

Also, I'd also love to see a few screenshots, as Nancy suggested in order for us to have a visual.

Doug1580

OS Version 15.6.1

App version 384.2.4

Doug1580

I have the screenshots but I am unsure how to post them.

Megan

Hey @Doug1580, feel free to access the Dropbox app and its settings, and clear its cache.

If I were you, I'd then uninstall the app, reboot the device, and reinstall it. If you notice the same behavior then, let me know the size of the content you're uploading to your Dropbox account.

Also, don't forget to either try using a different network, or your cellular data just to exclude this from our troubleshooting list too.

As for the screenshots, you should be able to click the camera-like icon when replying back to me, and attach your screenshots here. If you don't see the option please feel free to request the desktop version of our site when accessing through your browser.

arc_land

Hi, thank you for bringing this issue to our attention. We are currently working on a solution.

Doug1580

If I delete the app will I lose my already downloaded content?

Megan

No you won't @Doug1580.

Doug1580

I cleared the cache, deleted the app, turned the phone on and off, reinstalled the app, redownloaded a couple videos and it’s the same thing
One video is 18.3 MB

Not sure if this will make sense but before I push the play button the color is normal, then when pressing play that’s when it’s much more vibrant and blurry, the color is distorted.

Megan

Hi @Doug1580!

As @arc_land mentioned above -one of our Dropbox Staff- it seems our attention is aware of this, and already working on a solution.

Hang tight, and we'll let you know of any further updates!

Doug1580

Do you have any timeline for the solution? Thanks

Megan

At the moment we don't have info as to when this will be restored, but we're doing the best that we can to make sure everything is back to normal.

Once we have more info, we'll make sure to update this thread, thanks!

chuckyatx

Hi Megan,

I'm having the same issue. I also have an iPhone 12 and when my .MOV videos load onto Dropbox, they become reddish and color changes. I have loaded videos from my Sony camera (.MP4), and no issue. Also, when I look at the iPhone video on my phone, it looks great. I'm attaching screenshot from Dropbox and then from my iPhone.

iPhone video on DBiPhone video on iPhoneSony Camera video on DB