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

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