Walter Dropbox Community Moderator

Have you tried another media player to preview the files of your Windows computer @"wallerlaurenp"? Also, are you able to preview them normally on the website? 

Thank you for your feedback on this @"Frostbytes" I understand where you're coming from and I wish we could help with this issue here on our Community, but since it would need some account specific information, I'd suggest getting in contact with our support team for further assistance on this. Let us know if you have…

Hey @"wjquigs" - could you click on the hyperlink shown in your error message and forward us the whole error log?

Could you also send us a couple of screenshots so that we can have a visual too @"anazacco"?

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?

Hi there @"Xindaris" - welcome to the Community! I don't believe this is possible at the moment, but can you please send us a screenshot of what you're referring to so that we can make sure we're on the same page? Also, what is your computer's OS version and the status and version of the Dropbox desktop app installed…

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.

And what options do you get when you click on the cogwheel or the 'settings' options shown in your screenshot @"JSLK-" ? Have you tried deleting the folder by the way?

Hey @"gluethegloom" - sorry to hear that. if this persists even after clearing your browser's cache or on another browser, would it be OK with you if we reached out via email to have a further look internally? 

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…

Hi @"jonc2" - moving multiple captures into a single collection isn't an option at this time, but thanks for your feedback. We've passed it on to the team and you can let us know if you have anything else to add.

Thanks for letting me know about this @"Pietrosoresi" I just sent you an email again to the email address that's associated with your profile here on our Community. If you can't find it in your inbox, please check your spam/junk folder as well. Keep us posted anyhow!

In that case, I'd suggest reaching out to our support team directly for further assistance with account specific information @"carmen14" Let me know if you need anything else in the meantime. 

Glad to hear that @"Dantheman 101" Let us know if anything else comes up!

Sharing an account's credentials is not recommended and is actually against the Dropbox TOS @"carmen14" That said, could you check if your team-mate is using the same browser version as yours? Have they tried another browser perhaps?

Hey @"Pirx" - thanks for bringing this to our attention. Could you try these steps to update Dropbox Backup and let us know how it goes? 

Are you both admins of the team or just members @"carmen14"?

In that case, have you tried clearing the app's cache and trying again @"Redhotpaddy" If you did and this persists, you might need to reach out to Microsoft directly for further assistance as the error comes from their app, not Dropbox. 

HI @"RussellC" - in that case, you could refer some friends to Dropbox to increase your Dropbox quota since each referral would give you 500 MB. You can also up-vote this idea and this one to show your interest in this, if you like. 

Hi there @"carmen14" - sorry to hear you're having issues with this. Could you clarify if you're sharing credentials for one account with the others or if they're also part of the same team account? Can you also send us a screenshot of what you and the other person are getting so that we can have a visual too? Thanks!

Hey @"Dantheman 101" - thanks for using Dropbox and posting on our Community! Your Dropbox folder is just another folder on your computer, only with syncing properties and has nothing to do with the preview of your files locally on your laptop; this is handled by your computer's OS and the 3rd party apps you'll be using to…

Hi there @"ASNBARRY" - sorry to hear you're having issues with this. If you're not the owner of the shared folder and the files in question you won't be able to permanently delete them from your end, Barry, but you should be able to remove your access from the shared folder as outlined here, if needed. I hope this helps!

Hey @"grtwd" - sorry to hear you'e having issues with this and thanks for all the details you shared with us. If this persists after rebooting your computer, could you please send us a screenshot of the app's exact status as shown in your menu bar? Also, where is your Dropbox folder located as per the Sync tab in the app's…

The default setting is the policy that will be followed for your files in the Dropbox folder @"donoharm" The part that says it won't affect new files is referring to the online only option. For more information about the version of the desktop app you're using, you can have a look here. I hope this helps!

You can click on the page Rich linked in his previous response or navigate manually by clicking on the upper right icon when navigating your Dropbox account on the website and selecting the Backup option @"vwagner" 

Hi there @"danyboy" - thanks for bringing this to our attention. Could you let us know when exactly you're getting the prompt of your second screenshot? Have you tried clearing your browser's cache or using another browser by the way?

Hi there @"wallerlaurenp" - sorry to hear you're having issues with this. When it comes to the issue with previewing the files on a Windows computer, could you let us know some additional information such as your device's OS and clarify if you're getting any particular error?

Thanks for the update @"utpmg" Could you try renaming the files and/or re-uploading them to your external drive and let me know if you notice the same behavior?

Did you also try removing the external drive and re-plugging it in your computer @"utpmg"? 

Thanks for clarifying that for me @"Pietrosoresi" - I've just sent you an email to look further into this issue so please have a glance at your inbox and we'll take it from there.