Why is my .mov audio out of sync when streaming from Dropbox?

I have the same exact issue.

My guess had been that allot of the ProTools movies I upload have empty space at the top before picture (i.e. two seconds blank before picture).

The way DropBox is encoding the files for preview must somehow be trying to sync first audio with first picture, hence the sync issue.

This is just a guess, by the way.

It happens in Safari and Chrome. I have not tried any other browsers.

My clients are bewildered that my screeners are all out of sync.

Fortunately one of them mentioned it to me or I would not have even known! This has evidently been a problem for quite some time, I just never preview my own stuff from DropBox and nobody bothered to tell me.

I've resorted to zipping every file I put up so that they HAVE to download it and not just screen it in the browser.

This really is terrible and needs to be fixed.

Hi there michael J.30,

Thanks for the descriptive post regarding the investigation you've carried out - awesome work! 

In order to further troubleshoot, could you please try previewing your file(s) in incognito/private browser mode and ensure that you're not running any third party browser extensions? 

Let me know what you find!

Hi thank you for the reply!

Unfortuinately, I've tried that too with no better luck.

Hey there GMo1, sorry to hear that you're still having trouble with this. 

I've relayed this piece of information to the member of my team reviewing this for you and, as soon as they have more relevant steps or info, they'll get back to you via email. 

Also, thanks for giving the steps I mentioned a try, michael J.30! Much appreciated. 

I was able to locate your ticket and have made sure to reply to it. Please check your inbox for my latest message and we'll take it from there. 

Thanks in advance for your cooperation, peeps!

I have the same problem. Could you please do something about it? I will switch to Google Drive if it keeps happening. The director I'm working with doesn't want to download every time he has to check a scene. 

Thanks,

Art

Hi Art5, I'd be more than happy to help!

I've sent you a ticket so that we can have a better look into this together, so when you have the chance, please check your inbox. 

Looking forward to hearing back from you!

Hey! I am having the same issue - Could I please have some assistance too?

Of course, AnnaMcauley. We're here to help after all! :slight_smile:

I've sent you a ticket, so please make sure to check your inbox and we'll take it from there.

Thanks!

Hi all,

I've been having this problem for a while and have just noticed that if the audio in the quicktime uploaded is compressed, then dropbox transcodes it with acceptable sync. All of my other uploads had PCM audio as I'm presenting music against the picture so didn't want to compress in case they were downloaded on the other end.

Of course, the transcoding should be able to handle PCM.... But this was certainly a fix for me.

I got the same problem. Can you email me at [personal information removed] ? Please.

Hey jannieves, thanks for checking in with us!

I'm only able to contact you to the email address connected to your Community profile for security reasons and have removed the one you mentioned in your post for privacy purposes. 

As such, I've sent you a ticket, but if you'd prefer a different email address than the one I've contacted you on, submit a ticket to our Support team and let me know its ID so that I can have a look into it. 

Thanks! :grin:

I LOVE that support is replying to this problem OFFLINE without posting a solution, if there is one. 

I was not having this problem, but now I am. And, now that I have it I can't seem to make it go away. 

Has anyone figured this out?

Incompatible sample rate between audio and picture files?

Is Dropbox separating the the audio file, compressing it and putting it back?

The audio always shows up early.

Hi reefshark, thanks for nudging us on this thread. 

The cause for this behavior may be due to various reasons, however, to make sure that we cover as much ground as possible and due to account specific info that may be required, we continue via email.

In general, the first steps to troubleshooting this is to try previewing the link from another browser or an incognito window, as well as downloading the video to see if it previews correctly or the issue persists. 

If you've checked these out already, let me know the results and we'll take it from there. Cheers!

Hi, I've tried all of the above and still having the same issue. Can i have some assistance please?

Hey EmmaLundy, I'd be more than happy to help. 

I've sent you a ticket, so when you get the chance, check your inbox. 

Looking forward to hearing back from you!

I was having this problem a few weeks ago. It started when the clent sent me a new video format. I discovered it was related to the codec in the video. I no longer have the videos that didn't work, but if you are using a QT with Timecode, AVdn codec and convert that same as source to something that will play on your mac desktop, it will stream. If you are not using a mac, this may or may not help. It's all about the codec.

Having the same problem here. 
Can we please have some help also? 

Hey emccurry and flyingsuperkids, thanks for nudging us on this thread.

As a first step, could you check out what reefshark mentioned and see if their suggestion helps? 

If you're still having trouble with this, could you try downloading the file in question and see if it plays normally when you preview it locally? 

Let me know what you find - thanks!

Hi i am experiencing the same frustrating problem. I reached out to technical support and was told that my query can only be handled by the Help Center or community forums and they were closing my ticket without getting further information to an important issue that is clearly unresolved for many of your customers. I am trying to communicate with directors and sound designers and this issue is holding up the project. Please can someone reach out asap and advise how to proceed.

It should also be worth noting that i also use Google Drive and have never 1) never experienced these kinds of issues and 2) been ignored when trying to bring any issues to their attention. 

Thanks 

Same problem here, submitted over chat earlier. Exported a .mov video from Pro Tools and audio is out of sync in Dropbox Preview in Safari, Chrome, iOS and Dropbox Mobile App. After download, audio is back to normal on local drive. Tested by several others on different computers, in different states.

Codec of video is listed as "Timecode, Linear PCM, H.264" in Get Info.

Mac Mini 2018 10.14.6

Thanks for nudging us, rbmusic78 and jakeviator. 

It could be affected by the codec. If you've already tried downloading it locally and it plays normally, could you try converting the video to a different file type and upload it to the website again?

Let me know how it goes - thanks!

IS THIS A JOKE???? Has anyone resolved this? 

I want a full refund.