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I get the error that "The file could not be loaded" when trying to download a file to my iPhone.

I upload a video onto Dropbox on my PC, and then try to download it from the Dropbox app on my iPhone 14 Pro Max. Whenever I try to download it, it loads for a bit, and then says “The file could not be loaded”. My WiFi is good, my phones storage isn’t full, and I’m uploading the videos as mp4 which has always worked in the past. I want to be able to download videos onto

my phone from the Dropbox app.

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Megan

Hi there, @mmaslowicz welcome to our Community!

Does this behavior remain the same with other .mp4 files, or just this specific one? If you try to preview the file, do you have any issues?

I'd also suggest that you clear the cache on your mobile app. You can find this by accessing the Dropbox app, then click on your "Account" tab, then the gear icon on the top right part of the screen. If you scroll to the bottom of the page, the option should be there.

If you have the chance can you also try saving your file using cellular data to check if this helps?

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

Nancy

Hey @mmaslowicz! I was wondering if you’ve seen Megan’s reply above and if it helped you resolve the issue you were having with your Dropbox mobile app.

Let me know how that went.