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dezign2the9z's avatar
dezign2the9z
Helpful | Level 6
7 months ago
Solved

My .mp4 file doesn't preview on Safari, even though it does on other browsers.

I uploaded an mp4 (keynote presentation) with no audio to my dropbox and when I open the link I can see the first page but when I click to play (which it's supposed to autoplay) the screen is blank. ...
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  • dezign2the9z's avatar
    dezign2the9z
    7 months ago

    after clearing cache and doing what you suggested I rebooted my computer and now it is actually working. You are a genius.   so thanks so much for your help. I'm just concerned that others will have the same problem in Safari so I will just add a note of caution when sending the links.  

Nancy's avatar
Nancy
Icon for Dropbox Community Moderator rankDropbox Community Moderator
7 months ago

Hey dezign2the9z​, thanks for your post. 

If the issue only occurs with Safari, then this sounds browser-related indeed. The first thing I’d like us to do is follow some basic troubleshooting steps for your Safari browser and see if they can help. 

Can you please check your browser for any pending updates? Have you also cleared its cache and cookies? 

Disabling add-ons and extensions may also help; certain add-ons and extensions can interfere with expected browser behavior. Disable them and refresh the page.

Let me know how it goes.

  • dezign2the9z's avatar
    dezign2the9z
    Helpful | Level 6
    7 months ago

    Thanks for the help.  I did all that and it's still not working.  I updated Safari although I have an older mac therefore my operating system is older as well ( OS Monterey) so Safari can only be updated to the latest Monterey version but my husband is up to date and he can't view it on his computer either.   

    • Nancy's avatar
      Nancy
      Icon for Dropbox Community Moderator rankDropbox Community Moderator
      7 months ago

      Can you please clarify which version of Safari you’re currently using? 

      You can also test this via an incognito window on your Safari browser and let me know if the issue persists there, as well.

      • dezign2the9z's avatar
        dezign2the9z
        Helpful | Level 6
        7 months ago

        after clearing cache and doing what you suggested I rebooted my computer and now it is actually working. You are a genius.   so thanks so much for your help. I'm just concerned that others will have the same problem in Safari so I will just add a note of caution when sending the links.  

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