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My shared link video preview freezes on Chrome, but not Safari.

raniabys

Hi Dropbox Community,

I’m experiencing an issue with video playback on a Dropbox-shared link in Chrome. Here’s what’s happening:

When I open the link in Chrome, the video plays but intermittently freezes in the middle. However, when I view the same video link in Safari, it plays smoothly without any interruptions.
My internet connection is fast, so I don’t think it’s a connectivity issue.
I’ve tried disabling Chrome extensions, clearing my cache, and even adjusting hardware acceleration, but the issue persists in Chrome specifically.

here's the format of my link: [removed]

Has anyone else encountered this issue with Dropbox videos on Chrome, or is there any recommended solution?

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Hannah

Sorry to hear about this, @raniabys.

If the preview works correctly on Safari, then it does seem to be a browser related issue.

What if you open the link on Incognito? What do you see then?

Also, which version of Chrome are you using?

Let me know and we'll go from there.

raniabys

@HannahThanks for replying. My chrome version is Version 130.0.6723.119 (Official Build) (arm64) and no it doesn't work on Incognito either but it does work on safari and mozilla. I even upgraded my chrome version but in vain

Megan

Hey @raniabys , let me jump in here too!

If I were you, I'd also try to restore my browser to its default settings and try again.

Want to give it a go, and let me know how it goes?

raniabys

Hi Megan

It's not just my browser experiencing this issue — even when I try in incognito mode, the problem persists. Additionally, several other people who accessed the link have encountered the same issue. We're using it in production mode with hundreds of users so please can you help me

here's the link of the video: [ removed as per Community Guidelines]

Megan

Hey @raniabys, does this happen when you use a specific link, or with every single one?

If it happens with a specific link, do you think you could delete it and re-create it from scratch?

Unfortunately, due to security reasons we can't access the link, and I had to remove it in order to avoid it getting too much traffic.

raniabys

It happens to several videos not only one

Nancy

Hi from me too, @raniabys! Do you mind if we log you a ticket and investigate internally? We can contact you to the email address you see here.

raniabys

yes please

Megan

Hey @raniabys! Happy Monday.

I just created a ticket number on my end for you, I'll see you there!