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SHJAIA's avatar
SHJAIA
Helpful | Level 5
3 years ago

Problem seeing uploaded videos, the screen is white.

Greetings- Dropbox Professional subscription RE: .mov and.mp4 files apple desktop- Big Sur v 11.7.6 Safari browser v16.4 - not the app but online- In past, I have always been able to uplo...
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Megan's avatar
Megan
Icon for Dropbox Community Moderator rankDropbox Community Moderator
3 years ago

Hi SHJAIA, let's jump right into this! 

 

If I understand this correctly, the behavior you described happens when you use Safari to preview your content, am I correct on this one? 

 

If not, feel free to correct me, by all means. Have you tried a different browser, by any chance? 

 

You're welcome to upload any screenshots, demonstrating what you described happens when you try to preview your content. 

 

Keep me posted!

  • SHJAIA's avatar
    SHJAIA
    Helpful | Level 5
    3 years ago

    Hi- here is a screen recording- please see if this conveys the issue. I know accessing this file on my iPhone works, and others have access the file so I don't think it is a problem with the file per se... 

     

    I have a quicktime screen recording which shows the action and has narration- I can upload if you wish.

    Here are 3 consecutive "slides"

       

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

      Hi SHJAIA, this seems like it could be a codec issue with the browser viewing the video. As the video works when downloaded, this would indicate that the browser can't play the video.

       

      Does it work when using another browser entirely to see if this helps?

      • SHJAIA's avatar
        SHJAIA
        Helpful | Level 5
        3 years ago

        I tried this video on my laptop running Edge and it properly displayed. I don't use multiple browsers on my desktop, and had never had this issue arise before one many years. 

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