So I've been uploading videos to dropbox and suddenly dropbox just stopped allowing me to view the videos on the site. My other videos play fine but the ones I upload now just won't play. Anyone know the cause for this?
Hey everyone, thanks for your patience on the matter.
This should be resolved now. If you're still having any trouble with it though, don't hesitate to let us know and we'll make sure to get back to you as soon as possible.
Thanks again!
I tried what you told me and it's still not working :'(
Can you send the ticket?
Hi,
I am having the exact same issue.
Can you please help?
Let me know how to get in touch.
Thanks
Having the same issue. Is there a resolution for this? We can play in Chrome, but not IE 11. Thanks,
Hey @Robin130,
Welcome to the Dropbox Community!
Sorry to hear that you're also having trouble playing .mp4 files on the website - let's see what we can find on this.
As a first step, could you let me know if you're seeing the same behavior on any other browser or an incognito window?
Have you tried clearing the cache, as well as ensuring that you're not running any third party browser extensions?
Let me know how it goes!
I did your four steps and no luck. I can play this in Chrome, just not IE 11
Thanks for letting me know, @Robin130.
Since the file plays normally on another browser, I'd recommend carrying out a few browser-specific troubleshooting steps, such as ensuring that your browser is up to date and not running any third party plugins or extensions.
I understand that this may not be the ideal reply you were looking for but let me know how it goes and if you have any other questions. :slight_smile:
After I disable ALL add-ons I get a message that it wants me to install Adobe Flash Player when I try to play the .mp4 again. I am running around in circles.
Browser automatically updates.
Thanks for keeping me in the loop, @Robin130.
Out of curiosity, did you install/run Flash Player? Did you see a change in behavior by any chance?
Let me know of any updates!
I am also facing the same issue.I tried the four steps steps but still I am getting the same error.
Hey @Anjaly, thanks for nudging us here and sorry to hear that you're also having trouble previewing your .mp4 files.
Since you've already troubleshooted a bit - awesome work by the way - I've followed up with a ticket so that we can have a look into this.
Please check your inbox for my message and we'll take it from there. Cheers!
I have the same problem ... as this seems to be a known problem and has been affecting people for years, why is it not being sorted out?
I've been sending video files via Dropbox for 7 years, then today, out of the blue, everything I send to any customer fails with this error! Every customer has their own IT stuff, so this is affecting every browser, not just my end but everywhere, so no point whatsoever in trying to troubleshoot this end.
Hi @jenny14, thanks for nudging us on this thread and I'm sorry to hear that you've recently been having this issue as well.
Although a lot of users have reported the same behavior, it may require account-specific info to be able to troubleshoot efficiently for each case.
For this reason, if you'd like us to have a better look into this with you, you can contact our Support team, or I can send you a ticket if you prefer.
Let me know how you'd like to proceed and I'll make sure to get back to you as soon as possible. Thanks again!
Hey @Netnet22, thanks for reaching out to us on this thread.
Since you mention that you've checked all the steps outlined on this thread - awesome work by the way! - could you also let me know if the file previews normally when you download and open it locally on your device?
Keep me posted - thanks!
This message keeps popping up on my chromebook, "mp4 files are supported but something went wrong." Then when I try to download, I get an error message.
Hey @PDFFILESSUPPORT, thanks for reaching out to us about this.
I moved your post to this thread where other users have expressed a similar behavior.
Just to make sure that I have a better understanding of your concern, could you please let me know:
Let me know what you find - thanks!
Here is a screenshot:
Thanks for the screenshot, @PDFFILESSUPPORT!
Could you also let me know the error message that comes up when you try to download it?
Could you also confirm if you've tried previewing the file from another browser and if this happens to all .mp4 files?
Thanks for the swift reply, @PDFFILESSUPPORT.
Just for troubleshooting purposes, could you try clearing your cache and making sure that you're not running any third party browser extensions or plugins?
Also, could you confirm if these files that you're having trouble with are personal that you uploaded, or files in a shared folder that was shared with you?
The browsing history is cleared.
The 3rd party extensions on Chrome being run are Google Docs offline 1.10.0, Google Meet Grid, Google Slides 0.10, Docs 0.10, Sheets 1.2. Also, it is on developer mode.
Also, when I went to download settings, in Google Chrome, this are the cookies attached to Drop Box.
Thanks for the additional info, @PDFFILESSUPPORT.
Were these files originally uploaded by you or were they shared with you via a shared folder?
Also, are you able to preview the videos when you download them locally?
A link was provided, via email, to direct me to the document. The link navigates me to try to open the items, in Dropbox, but I continue to get the message.
Also, anytime I tried to view documents from the provider, via their website, I continue to get the same message. The provider's name is Emergent Tree, if that helps.
Hmm. :thinking: Does this error message appear for the user who uploaded the content as well?
