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Getting a "couldn't load file" error in the mobile app on iOS

maizemoums

I've consulted the community. I've cleared my cache, signed out and re-logged back in. I deleted the app and re-installed it, signed back in. Cleared cache, restarted iphone and STILL… getting the "couldn't load file error". I have enough space on both phone and account. Need help. What else can I do?

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Walter

Hi there @maizemoums - sorry to hear about this.

Can you please clarify your device's OS version and the version of the Dropbox mobile app installed there?

Also, what type (extension) of file are you trying to preview? Does it load normally if you open it from the website instead of the mobile app or even downloading it and opening it locally from your device?

Let me know what you find and we'll take it from there.

Sappo7

I'm getting this same problem starting today. Android mobile app. On a galaxy S25 - upgraded from a note9 a few months ago. Basically won't play/preview any mp4 files, just says file type not supported. Including little video files I recorded on my own device of my pet cat 9 years ago?

I was able to get around it by telling it to open the file in VLC then closing it, after which it would preview normally and play in the dropbox app, but I had to repeat the whole process for every video.

Walter

So, is everything working fine for you now @Sappo7?

Sappo7

It seems to be loading normally now. After having to mess with the vlc / close out / loads normally thing for an hour it started working normally again just now.

Was there a service disruption in something dropbox side that serves preview files? It seemed to be fixed randomly without my involvement.

Walter

We didn't have any other reports and the Dropbox status page doesn't show anything @Sappo7. It might have been a hiccup, but I'm glad to hear it's sorted now anyhow.

Let us know if anything else comes up!

Moderator edit: As a matter of fact, the Dropbox status page has just been updated about this issue and you can subscribe and take a look here for more information.

maizemoums

I'm on IOS 26.5. If you can point me to where I might find the version of Dropbox I will look for it. That said, I have the latest version from the app store. It's an mp3 file that won't load. It was working fine this morning and it just stopped very randomly. I know the file is there, because I grabbed the link to see if I can play if from a browser and I can. I usually open these files from the app. None of my mp3 files are accessible from the app.

Walter

You should be able to find the app's version in the Account tab of the mobile app when you tap the cog wheel icon @maizemoums.

That said, have you tried off-lining or exporting the file directly to a 3rd party app?

If you did and still get the same error, could you send me a screenshot so that I can have a visual too?

maizemoums

Hi, the App version is 474.2.2

So, quite randomly the error "Can't Load File try again later" is gone and I am able to access the files again.

Go figure.

Walter

Yes, this seems to be resolved now as per the status page as well @maizemoums.

See you around the Community and take care!

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