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mig42's avatar
mig42
Explorer | Level 3
9 years ago
Solved

Video won't play when shared

I've been sharing videos by using the 'copy dropbox link' option with no problem ever. The past 2 times though there's been a line through the play button on the link. When I click it it says 'this f...
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  • Frank_S's avatar
    Frank_S
    9 years ago

    Hi all,

     

    Thank you all for your patience while we worked on a fix to this problem. We've had our engineers working on this and the good news is the problem has been fixed. Please try the shared links to your videos again and you should find that playback works correctly - if you are still finding video files that are failing to playback on our website, please let us know here and we will investigate further. 

     

    Apologies for any inconvenience this caused, and thank you for using Dropbox!

     

    Thanks,
    Frank

Frank_S's avatar
Frank_S
Icon for Dropbox Staff rankDropbox Staff
9 years ago

Hi all,

 

My name is Frank and I’m a member of the Dropbox specialist team. Thank you for reporting this issue with playback of shared video files! 

 

Sink: I've been able to reproduce playback problems for your file on most major browsers. I've escalated this issue to our engineering team for further investigation.

 

mig42: As your problem is with a different file type, would you be able to share a link to the affected file, for us to investigate if it is due to the same root cause? If you don't want to share a link to the file publicly on the forum, you can also write in to our Support team with details of your issue, and we'll continue the investigation from there.

 

I'll update this post when we have more information.

 

Thanks,

Frank

Sink's avatar
Sink
Helpful | Level 5
9 years ago

Thanks Frank.  Just to be clear, it's not just that video that's affected. Pretty much everything will not play.

  • mig42's avatar
    mig42
    Explorer | Level 3
    9 years ago

    My ticket with is still open with Support for this issue. So far no resolution. 

     

    Have you had any success Sink?

    • Frank_S's avatar
      Frank_S
      Icon for Dropbox Staff rankDropbox Staff
      9 years ago

      Hi,

       

      Thank you both for getting back to me!

       

      Sink: Our engineering team are still investigating the underlying cause of this problem - I have no updates to share at the moment but as soon as I have more information I'll update this post. 

       

      mig42: Can you let me know the ticket number of your support request, so I can investigate if the issue you are facing is related to Sink's issue? 

       

      Thanks,

      Frank

      • Sink's avatar
        Sink
        Helpful | Level 5
        9 years ago

        I can't believe this is only affecting 2 people.  Everything was working fine till the update were made by dropbox.

    • Sink's avatar
      Sink
      Helpful | Level 5
      9 years ago

      No change here.  

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