Forum Discussion

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...
Download
Error Messages
Export
Jay's avatar
Jay
Icon for Dropbox Community Moderator rankDropbox Community Moderator
2 years ago

Hi Elly1331, could you clarify what you mean by exactly the same? 

 

Could you attach a screenshot showing what you're seeing when you download the file?

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

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

    Thanks for the screenshot Elly1331 

     

    Could you try renaming the fie and/or downloading it from another browser and let us know if this persists?

     

    Also, what is your device's exact OS version and the version of the Dropbox mobile app?

     

    When you cleared the app's cache, did you also sign out and back into your account on the mobile app? 

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

    Still the same problem. Android and everything is up to date. I have clear the app cache and tried to download but still cannot and I tried signing out and in also but still cannot. 

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

    I see, thanks for the additional information there Elly1331 

     

    Out of curiosity, have you tried another wifi network or doing this via cellular data to see if that makes any difference?

  • Elly1331's avatar
    Elly1331
    Explorer | Level 3
    2 years ago
    I have tried using other network and WiFi but the problem is still the same
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Thanks for clarifying that for us Elly1331 

     

    Do you happen to have access to the device you originally upload the files from? If so, are you getting the same results there as well? 

  • Elly1331's avatar
    Elly1331
    Explorer | Level 3
    2 years ago
    Yes
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    In that case, would it be OK if we sent you an email to have a further look internally at this point Elly1331?

  • Elly1331's avatar
    Elly1331
    Explorer | Level 3
    2 years ago
    Ok
  • Walter's avatar
    Walter
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    2 years ago

    Thanks for the cooperation so far Elly1331 - you've got :envelope: 

About View, download, and export

Node avatar for View, download, and export
Need support with viewing, downloading, and exporting files and folders from your Dropbox account? Find help from the Dropbox Community.

The Dropbox Community team is active from Monday to Friday. We try to respond to you as soon as we can, usually within 2 hours.

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X, Facebook or Instagram.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!