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Forum Discussion

MJ_3's avatar
MJ_3
Helpful | Level 5
4 months ago
Solved

My .mp4 files have audio, but no video playback on the Dropbox website.

Device
Macbook M1
Operating System/Browser (if using the web)
Mac big sur
Dropbox App Version/Browser Version
Safari

Question or Issue
I purchased some video files in mp4 format and when I click on them I get sent directly to dropbox, they then are playable but only with audio not video playback. It plays on my mobile with no problems but would prefer to view it on a larger screen. Any help would be appreciated - thank you.

 

Preview
Videos
Web
  • MJ_3's avatar
    MJ_3
    4 months ago

    Thank you for all your help. I finally managed to download another browser and the video works on that one 🙏

9 Replies

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  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 months ago

    Thanks for the update, MJ_3! 

    I'm glad to see that you resolved this issue.

    Let us know if you need anything else!

  • MJ_3's avatar
    MJ_3
    Helpful | Level 5
    4 months ago

    Thank you for all your help. I finally managed to download another browser and the video works on that one 🙏

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

    Thanks for the screenshot, MJ_3! It’s great to have a visual. 

    Besides Safari, what other browsers have you tried so far?

  • MJ_3's avatar
    MJ_3
    Helpful | Level 5
    4 months ago

    Thank you.

    Screenshot attached, video is playing but only audio no picture.

  • Megan's avatar
    Megan
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 months ago

    Hey MJ_3!

    What Hannah meant, is if you're still noticing the same behavior -audio but no video- when you try to preview the content from a different browser. 

    If so, would you mind sending me a couple of screenshots of what you see on your end? Just make sure to omit any personal info shown there.

  • MJ_3's avatar
    MJ_3
    Helpful | Level 5
    4 months ago

    It doesn’t appear to be a shared link, when I click on the link the browser automatically opens and gives me 2 options, ‘open with safari’ or ‘add to reading list’.

  • Hannah's avatar
    Hannah
    Icon for Dropbox Community Moderator rankDropbox Community Moderator
    4 months ago

    Hey MJ_3, are you accessing those files via a Dropbox shared link?

    If so, can you open the link from a different browser or a private browsing window, to see if that makes any difference?

  • MJ_3's avatar
    MJ_3
    Helpful | Level 5
    4 months ago

    The download option is greyed out and not clickable on and I’m also not able to save it on the mobile app either.

  • Dell_Dropbox's avatar
    Dell_Dropbox
    Icon for Community Manager rankCommunity Manager
    4 months ago

    Thanks for dropping by the forum MJ_3​ 

    Have you tried downloading the videos from Dropbox to your personal device? (laptop or phone) 

    Does the picture in the video appear then?

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