Need to see if your shared folder is taking up space on your dropbox 👨‍💻? Find out how to check here.

Forum Discussion

dschuett's avatar
dschuett
Explorer | Level 4
6 years ago
Solved

Videos don't play in Vault on mobile app

I have a few mp4 videos in my vault that will not play. I get the following error: "Couldn't connect to Dropbox. Please check your internet connection and try again." However, if I copy one of the sa...
Android
Error Messages
Mobile
Preview
  • PeterL66's avatar
    PeterL66
    6 years ago
    problem seems solved! Great!!
Lusil's avatar
Lusil
Icon for Dropbox Staff rankDropbox Staff
6 years ago

Hi there dschuett, thanks for dropping by!

 

Out of curiosity, do you get the error notification as soon as you try to preview the videos?

 

Could you also send me a screenshot of the error message, just to have a better visual of what you're seeing? 

 

Keep us posted!

  • dschuett's avatar
    dschuett
    Explorer | Level 4
    6 years ago

    Yes, I do get the error message as soon as it is previewed. If I have the same video outside of the vault, It has the play button displayed and I am able to play the video. I have discovered if I click the boxed-arrow icon at the bottom of the preview, I can choose an app to play the video. However, I would expect it to play just as it does outside the vault.

     

    • Lusil's avatar
      Lusil
      Icon for Dropbox Staff rankDropbox Staff
      6 years ago

      Thanks for your swift reply, dschuett. 

       

      Just to make sure that we cover as much initial troubleshooting as possible, could you also try clearing the Dropbox mobile app's cache? 

      • dschuett's avatar
        dschuett
        Explorer | Level 4
        6 years ago

        I just cleared the app cache and issue still persists.

    • dazzop's avatar
      dazzop
      Explorer | Level 4
      6 years ago

      I don't seem to be able to post here, so I will copy and paste what I replied to another member about the same problem I am having as you both are. I'm glad I'm not the only one!

       

      I have the same problem in my Samsung 8+ and Honor devices. Clips will play on my MacBook Pro, though, so I imagine they would also play on an iPhone. I assume it is an Android issue. I have reported this and have been thanked by Dropbox for drawing their attention to these issues and "we rely on our customers to blah blah blah" and will investigate. As long as you get yourself an Apple device, then you should'nt experience any problems. You do know, all you need to do is remove thos clips into another folder and they will play there, then you can put them back into Vault! Sounds long, but the only workaround i can see. Even if data is turned on, so there's no internet connection, they still won't play in Vault.

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!