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Video files are corrupted after downloading them locally.

Hi my friend uploaded videos to Dropbox but when I download them to my samsung s10 phone they loose the colour and become almost black and white, then when I try to edit them they say the file is corrupted?
I managed to download the videos to a Samsung S20 phone and they came through fine but then when I upload them to a video editor app or Instagram or anything they go back to loosing the colour being almost black and white again
Any ideas why this is happening?

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Megan

Hi @Joshydubs, let's jump right into this!

As a first step, I'd like to know if you're downloading these files using a shared link, or if they exist in your Dropbox account. Provided that you're doing it a different way, feel free to let me know.

Do you use the mobile app on your phone, or the browser?

Keep me posted, and we'll take it from there!

Joshydubs

Hi so its a link thats been shared to me and I've downloaded the app to export them but I've also tried to export via Internet browser but have the same issue with both methods

Megan

Hi @Joshydubs, you mentioned that when you used a different device, the files didn't have any issues when you tried to export them, right?

If you preview these files online, do you have any issues with the way they look? Have you tried a different browser, to download the files by any chance?

Joshydubs

Hi so if I export them to my Samsung s20 they are fine however I can't send them on Facebook messenger atoll and if I send them via WhatsApp or upload them to Instagram or even to an video editing app they then loose the colour aswell so although I can download and watch them on the Samsung s20 I can't do anything with them so there's still an issue there I've tried on the app and other browsers ect

Megan

Hey @Joshydubs, if the files preview online or when you export them to your phone without any issue, then it's not related to Dropbox.

You should be checking with any of these apps, in order to identify what could be happening. If there was an issue on our end, the content wouldn't preview properly online, or when you download it to your device.

Joshydubs

Yes but that still doesn't explain why they won't download to my s10 phone in full colour but regardless of that even with the s20 and trying to upload to the apps I've never experienced this problem before and instagram is one of the biggest platforms and its only the videos that I've downloaded from Dropbox that are playing up? When I go to edit or send a video a message pops up on the saying that it is corrupt or not supported? And to try a different format e.g mp4 ? So I cant see it being an issue with Facebook/Instagram and video editing apps end theres something not compatible or wrong between Dropbox videos and these apps?

Jay

HI @Joshydubs, what type of image file is it? Could you attach a screenshot of what you're seeing, if the image isn't showing any personal information?

Joshydubs

Yes can do, just to clarify images are downloading fine its only the video files that there is an issue with
Also how do I attach a screenshot into this message chat?

Jay

If it's a video, there could be a codec issue on your device preventing it from rendering correctly. Have you tried a different video player?

You can take a screenshot and then paste it into the thread, or by clicking the camera icon to upload the image.

Joshydubs

Hi yes I've tried adobelightroom and youcut video apps both do the same thing (when downloaded to the app they loose colour) ( also adobelightroom is slightly more in colour then youcut)
when I export the videos from these apps im then able to send them and edit them from the phone ect but they've lost the colour so its no good still i also tried to convert the video file to mp4 with an online website, this actually worked it lowered the quality slightly which is a bit annoying but I was then able to send the video and edit it from the phone options, however again as soon as its uploaded to instagram or other video editing apps once again the colour is taken from it

Using the reply box atleast I see no camera icon or option for me to send you a screenshot in this chat? Could you send me a screenshot or screen recording to show me how to send you pictures?

Jay

Since you've mentioned that other apps experience the same issue, this would be related to the device itself, since the Dropbox site doesn't amend your files in any way.

If the file previews normally on the site, on a desktop machine, and other devices, then it means there might be an issue on your device.

Joshydubs

But I've tried this with 4 devices 1 of them is a Motorola phone and still does the same thing? So how can all 4 devices be at fualt, should I try to see if I can try someone with an IPhone as thats where the videos were originally uploaded from?

Nancy

Hey @Joshydubs! Sorry for jumping in here.

Since these files were sent to you by another user, is it possible to check this with your friend and see if they’re experiencing the same behavior on their end?

flora456

maybe the files were already corrupted when you uploaded