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MP4 and .MOV files stored on Dropbox have lost audio

Question or Issue

I had 12 video files - a mix of MP4 and .MOV stored which were all working. I even made back up copies and put in additional file to share with a colleague. 4 of those files (mix of MP4/.MOV) have lost audio. I see that others on this forum have raised this. I have checked all my settings - the other files play fine, it is just these files. When I pull them into Da Vinci I can see there is a audio but it won't play - the other files will. I've tried all forms of players. The only thing that happened recently was i was going to set up a Dropbox Teams account and share the whole folder with that new account. I changed my mind and unshared - but this applied to all 12 files so I don't understand why 4 would be affected and the others fine. Luckily we had downloaded these files to work on them. I tried looking under version history but there was no other version. However I rely on Dropbox to do all my work and we are doing a lot of video work. I need to trust that files will not be corrupted on the system. It doesn't make sense as they are two different formats, and whilst I have viewed a couple in Da Vinci I have not done any other work with them. The only thing they have in common is that they are stored in the same sub-folder. I would be grateful for advice on how to ensure this does not happen again.

Many thanks

Sheena

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Hannah

Hi there, @Pinkbuggles, thanks for posting to the Dropbox Community.

This is a strange issue indeed, and to be honest upgrading to a team account or sharing a folder would not alter your files in any way.

Are you able to preview the videos on our website? And if so, do they have their audio there?

If not, have you tried them on a different browser?

How about when you download them from our website, do they have audio?

Let me know and we'll go from there.

Pinkbuggles

Hi Hannah,

So it's the same when I play them on the website whether via Chrome or Safari - just these four films have no sound. Also the same if I play the synched/downloaded versions. It's very strange. We have previously downloaded versions - completely removed from Dropbox which are still working. These were downloaded to a different computer around late November which means this has happened since then. Could the downloading process affect the files?

Thanks

Sheena

Hannah

Thanks for the update, Sheena!

When you say downloaded, are you talking about files downloaded from the website or synced through the desktop app?

Do you have a copy of those downloaded versions that are working? And if so, can you upload one of them to your Dropbox account, as a test, and let me know if you have the same issue?

Nancy

Hi @Pinkbuggles! I’m giving you a little nudge here, in case you still need our help regarding your Dropbox files.

If you do, feel free to send over more info.