i try to upload longer videos to my dropbox and all i get is an error message saying the files “may have been deleted”. how do i fix this
Hi there, @untiedsocks, welcome to the Dropbox Community.
Sorry to see that you're getting this error.
Can you give us some more info, like how you're uploading them? Is it through our website, the mobile app or the desktop app?
What kind of device are you using?
A screenshot of the error message would also be helpful, if you could send one.
Thanks in advance!
hello! i am using my phone, an iphone 16 which is up to date on software, and yes i can give you a screenshot. basically i just upload them from my camera roll and it just doesn’t work.
Hey @untiedsocks! Are you using camera uploads to add those files to your Dropbox account? Or are you uploading them manually instead?
If you open the video showing in your screenshot directly on your local device, are you receiving any errors that there may be an issue with the file?
If not, I’d like you to reinstall the Dropbox mobile app (with these steps) and let me know if the issue persists.
i’m manually uploading them. i tried a few of those steps, clearing the cache and reinstalling the app. one of my files is uploading but i will see if the weird ones upload too.
Keep us in the loop, @untiedsocks!
Hi @untiedsocks, just checking to see if you saw our last reply. If you still need any help, feel free to reach out to us again.If your issue has been solved, let us know what worked for you!
Hey Dropbox - I have been having this exact same issue. Using a iPhone 15 pro. Have about 50GB of free storage. I have a 59 min video trying to upload from my phone to dropbox via a shared folder with a group of collaborators. It keeps giving me the same error message. And yes I tried uninstalling the app and reinstalling it. I always have issues with uploading my videos to my dropbox folder - it is very frustrating!
Hi @gfriedflooring, thanks for the details.
Are you referring to having 50 GB of free space on your Dropbox account, or on your phone?
Are you connected to WiFi or cellular data when attempting to upload the video to your account via the Dropbox mobile app?
This will help me to assist further!
50gb of free space on my iPhone locally.Wifi
Do you get the same error message when you try to upload any videos from your device, even smaller ones?
No, I can upload smaller files with no issues. Its only larger files (longer videos)...?
Is the WiFi network you're connected to fast and stable, or is it a public WiFi connection?
Are you able to connect your phone to your desktop machine to upload the videos that way to your Dropbox account, using the Dropbox desktop application?
Hey Jay I appreciate the help, but in order to save time can you please ask all the questions you have in one reply so I can answer them all (or most of them) for you...?I am connected to either my home or work network that is private and very stable with hi-speed connections.
I probably can connect my phone but that has many added steps and not as convenient as uploading the files directly from my phone. This would be the reason I am paying for the Dropbox app subscription, the ease of use - to simply select the files I want to upload and they should transfer seamlessly. You should know that alternatively, I had less issues uploading this exact (file) video to my Google Drive which is interesting because I do not pay for that service...*Let me know all your thoughts so we can hopefully find a resolution to the error message I am receiving from Dropbox.
Hi from me too @gfriedflooring - could you just let us know if you get the same results if you use a web browser to upload those large files you mentioned?
Have you tried clearing the app's cache since you first noticed this by the way?
On the web browser it doesn't even want to load from my photos looks like it will take forever. So its actually worse doing it that way.
Yes cache has been cleared.
Hey @gfriedflooring, I recommend contacting our support team next, so that they can investigate this.
You can use this link to get in touch with them directly.
This error often happens because of a timeout during the initial handshake for large files. If the connection dips for a second, the browser loses the file reference and assumes it is no longer there. Try to use the desktop app instead of the web interface for anything over a few gigabytes. The app handles resume states much better and does not rely on the browser session to stay active for the whole upload.
