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Elly1331's avatar
Elly1331
Explorer | Level 3
2 years ago

Error when playing a video downloaded from the Dropbox mobile app on Android

I have been getting errors in downloading my videos from Dropbox. It is able to export but when I check my gallery, it seems to have an error as I don't see the full video and it is blank. I'm using a mobile phone and when I tried with another phone, it had the same error too. How do I fix this?
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25 Replies

  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    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 and we'll take it from there. 

  • Elly1331's avatar
    Elly1331
    Explorer | Level 3
    2 years ago
    I'm using Android phone, mobile app, the files are 97-120 MB
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    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.

  • Elly1331's avatar
    Elly1331
    Explorer | Level 3
    2 years ago
    It didn't work, and it says unsupported file type and I don't see the whole video
  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Is it possible to send us a screenshot of the error, Elly1331?

     

    If you're on your phone, you might need to request the desktop version of the site, to see the upload button for your screenshot.

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

    After clicking on the "reply" button, you should see a camera icon that will allow you to attach it, right above the reply box.

     

    Keep in mind what I mentioned above, in case you're on your phone.

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

    Thanks for the screenshots, Elly1331!

     

    Just to confirm, do the videos play fully while in Dropbox?

  • Elly1331's avatar
    Elly1331
    Explorer | Level 3
    2 years ago
    Yes in Dropbox the videos can fully play

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