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Forum Discussion
Can't upload large video from iphone as I'm getting an error
My pictures on my iphone are automatically uploading to dropbox, but my videos aren't even though I have "upload videos" turned on. I've successfully uploaded smaller videos about 2 min 15 sec, but w...
Walter
Dropbox Community Moderator
Dropbox Community ModeratorHey sarahco4 - sorry to hear you're having issues with this.
Can you please let me know if you're using the camera uploads feature or if you're manually uploading this file via the (+) button within the Dropbox mobile app instead?
Have you tried clearing the app's cache since you first noticed this?
If you did and this persists, I'd appreciate a screenshot too.
Thank you, Sarah.
Sorry for my late response. I missed your reply. I am using the camera uploads feature and have the "upload videos" option turned on, but it has not uploaded any videos.
I figured out what I was doing wrong earlier when I tried to use the + button in the app. This time I was able to get it uploaded from my phone to the "camera uploads" folder. But when I try to open it on my computer, it says I need to get the HVEC Video Extensions codec. I didn't need that with any of the other videos. Is there any way around that?
For smaller videos, I have been able to click on the video and select "save to dropbox" to get it saved but for videos over 2:45 min, that isn't working.
I don't know how to clear the app's cache as you suggested.
Thanks for your help.
- Walter
In that case you'll need to download a codec pack for your media player on your computer sarahco4.
When you say that for videos over 2:45 min can you clarify if you're getting an error or if the app is not responding at all?
As for clearing the app's cache, you can follow these steps:
- Open the Dropbox iOS app.
- Tap the account icon (person) in the bottom right.
- Tap the gear icon in the top right.
- Scroll down and tap Clear cache.
- Tap Clear cache again.
Let us know of any updates!
I was hoping to not have to get the codec. I would like my videos and photos to be visible on any computer, not only ones that have a special codec. When I set my photos to download automatically, dropbox "fixed" them, so I didn't need the extra download. And when I upload smaller videos, I am able to watch them without the codec.
I have attached a picture of the error message I get when I click on the video, then select "save to dropbox." When I do it this way with smaller videos, I am able to watch them on my computer with no problem.
Thank you for the instructions on how to clear the cache. I got that done.
- Jay
Hi sarahco4, thanks for the information. In order to look into this matter in more detail, I'd recommend contacting the support team directly for them to investigate further.
