Error when playing a video downloaded from the Dropbox mobile app on Android

Hi there @Elly1331 - sorry to hear you're having issues with this.

Could you please send us a screenshot of the exact error you're getting and also clarify your device's OS version?

Are you using the mobile app to do this or a web browser perhaps?

Also, how large are the files you're trying to download?

Let us know more and we'll take it from there.

I'm using Android phone, mobile app, the files are 97-120 MB

Can you clear the app's cache and reboot your device and let me know if the error persists @Elly1331?

if it does, please try a web browser as well and let me know how it goes.

It didn't work, and it says unsupported file type and I don't see the whole video

Is it possible to send us a screenshot of the error, @Elly1331?

If you're on your phone, you might need to request the desktop version of the site, to see the upload button for your screenshot.

How do I send the screenshot?

After clicking on the "reply" button, you should see a camera icon that will allow you to attach it, right above the reply box.

Keep in mind what I mentioned above, in case you're on your phone.

Thanks for the screenshots, @Elly1331!

Just to confirm, do the videos play fully while in Dropbox?

Yes in Dropbox the videos can fully play

Is this happening only with a particular mp4 file or is it affecting all of your mp4 files @Elly1331?

Have you ensured that the Dropbox mobile app and your device's OS are up to date?

All my files in Dropbox is also like this.. Yes everything is up to date

Can I ask you to do another test, @Elly1331?

If you sign in to your account on dropbox.com and download the file from there instead, does the downloaded file play okay?

Just want to see if this is universal, or related to the mobile app specifically.

When I download the video from website, it is also the same problem

Jay

Hi @Elly1331, could you clarify what you mean by exactly the same?

Could you attach a screenshot showing what you're seeing when you download the file?

Thanks for the screenshot @Elly1331

Could you try renaming the fie and/or downloading it from another browser and let us know if this persists?

Also, what is your device's exact OS version and the version of the Dropbox mobile app?

When you cleared the app's cache, did you also sign out and back into your account on the mobile app?

Still the same problem. Android and everything is up to date. I have clear the app cache and tried to download but still cannot and I tried signing out and in also but still cannot.

I see, thanks for the additional information there @Elly1331

Out of curiosity, have you tried another wifi network or doing this via cellular data to see if that makes any difference?

I have tried using other network and WiFi but the problem is still the same

Thanks for clarifying that for us @Elly1331

Do you happen to have access to the device you originally upload the files from? If so, are you getting the same results there as well?

Yes

In that case, would it be OK if we sent you an email to have a further look internally at this point @Elly1331?