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Can't upload large video from iphone as I'm getting an error

My pictures on my iphone are automatically uploading to dropbox, but my videos aren't even though I have "upload videos" turned on. I've successfully uploaded smaller videos about 2 min 15 sec, but when I try to upload a 3.5 min video, it tells me "Can't upload file. There was a problem uploading [file name]. Please try again." I'm connected to wifi. Is there any other way for me to get it from my phone to dropbox on my computer?

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Walter

Hey @sarahco4 - sorry to hear you're having issues with this.

Can you please let me know if you're using the camera uploads feature or if you're manually uploading this file via the (+) button within the Dropbox mobile app instead?

Have you tried clearing the app's cache since you first noticed this?

If you did and this persists, I'd appreciate a screenshot too.

Thank you, Sarah.

Megan

Hi @sarahco4! Quick check-in to see if you caught our last reply. Do you need more help?
If yes, then I'm happy to assist. If everything is sorted, we'd love to hear what fixed it.

sarahco4

Sorry for my late response. I missed your reply. I am using the camera uploads feature and have the "upload videos" option turned on, but it has not uploaded any videos.

I figured out what I was doing wrong earlier when I tried to use the + button in the app. This time I was able to get it uploaded from my phone to the "camera uploads" folder. But when I try to open it on my computer, it says I need to get the HVEC Video Extensions codec. I didn't need that with any of the other videos. Is there any way around that?

For smaller videos, I have been able to click on the video and select "save to dropbox" to get it saved but for videos over 2:45 min, that isn't working.

I don't know how to clear the app's cache as you suggested.

Thanks for your help.

Walter

In that case you'll need to download a codec pack for your media player on your computer @sarahco4.

When you say that for videos over 2:45 min can you clarify if you're getting an error or if the app is not responding at all?

As for clearing the app's cache, you can follow these steps:

Open the Dropbox iOS app.
Tap the account icon (person) in the bottom right.
Tap the gear icon in the top right.
Scroll down and tap Clear cache.
Tap Clear cache again.

Let us know of any updates!

sarahco4

I was hoping to not have to get the codec. I would like my videos and photos to be visible on any computer, not only ones that have a special codec. When I set my photos to download automatically, dropbox "fixed" them, so I didn't need the extra download. And when I upload smaller videos, I am able to watch them without the codec.

I have attached a picture of the error message I get when I click on the video, then select "save to dropbox." When I do it this way with smaller videos, I am able to watch them on my computer with no problem.

Thank you for the instructions on how to clear the cache. I got that done.

Jay

Hi @sarahco4, thanks for the information. In order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.