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JDB-1's avatar
JDB-1
Explorer | Level 3
3 years ago

Am suddenly unable to preview my stored (and newly uploaded) VIDEO files

When I try to view one of my video files (by clicking on the initial, still frame), the proper audio plays, but the screen goes blank (white), and no video plays. Happens with long-existing, and prev...
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Hannah's avatar
Hannah
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Thanks for the additional info, JDB-1.

 

Sounds like a Safari issue, then. Can you try clearing Safari's cache, to see if that helps?

JDB-1's avatar
JDB-1
Explorer | Level 3
3 years ago

Hannah,

I cleared Safari's cache (I think) by clicking on "Empty Caches" under the "Develop" pull-down menu. I'm not sure it worked, because Safari gave no indication that the caches had been cleared. Also, I deleted all search history and quit Safari, restarted my computer, and restarted Safari.

 

I have 3 different types of video files (that I know of) stored on Dropbox: ".mov," ".mv4," and ".avi." For some reason, after restarting, I first clicked on the .avi video file (within a non-private search window), and it played properly (both audio and video). But, when I tried it again, I only got the audio. And, it was audio-only for all the other video files I tried too. When I logged into Dropbox inside a private Safari window, I got audio-only for everything I tried. And, for some reason, I'm unable to log onto Dropbox now from Chrome. So, things seem to have gone downhill!

 

I appreciate your suggestions, but is there any way I can get live help (from you or another qualified Dropbox tech-support person) over the phone for this issue? Not only is this seemingly heading in the wrong direction, but it's doing so over a period of days, which is really having an impact on my ability to make use of Dropbox.

 

Thanks

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    3 years ago

    Thanks for the update, JDB-1.

     

    Your support options actually depend on the Dropbox plan you're on.

     

    If you're on a paid subscription, you can use our live support options through this page.

     

    Our support team should be able to assist you with your issue more directly.

     

    Once you reach out to them, make sure to also send us your ticket number here as well.

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