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

Forum Discussion

dcooney's avatar
dcooney
Explorer | Level 4
7 years ago

IPhone X Videos Shot in High Efficiency (HEIC) Format are Blank with Sound

There are other similar threads about this but I'm starting a new one because this issue is still not fixed and it should be becasue users rely on Dropbox to serve their most precious information - f...
Camera uploads
Preview
View
Lusil's avatar
Lusil
Icon for Dropbox Staff rankDropbox Staff
7 years ago

Thanks for confirming these, dcooney. 

From what I understand, you're trying to preview the .heic files directly from the Dropbox mobile app. 

Could you try previewing them from the Files app, instead? Maybe that will do the trick. 

Keep me posted!

dcooney's avatar
dcooney
Explorer | Level 4
7 years ago

Lusil 

From what I understand, you're trying to preview the .heic files directly from the Dropbox mobile app. 
That's not what I'm doing at all.

I explained in the first post... "When backing up the iOS photo library to Camera Uploads any video shot using the High Efficiency (HEIC) format in iOS cannot be played on the web or any HTML5 player. There is sound but no video."

I've built applications that users use to browse their Camera Uploads directory on their local machines. These apps create a photo gallery experience that allows them to easily view the photos and video. What I'm saying is, the HEIC videos are not able to be viewed by my applications or even if I copy them from the Camera Uploads directory to a web server. The videos are blank, yet the sound remains.

Another strange issue - if I download a HEIC video directly from my iOS photo library (over email) and copy it to my Camera Uploads folder it works and plays as it should.

It appears that something is happening to the video during the backup process.

I feel like maybe this is more of a developer support question rather than generic Dropbox support.

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

    Ah, I see! Thanks for clarifying that for me, dcooney. 

    I've moved your post here where some like-minded users may be able to provide some insight to help. 

    If there's anything else I can do from my end, please let me know. Thanks!

About Create, upload, and share

Find help to solve issues with creating, uploading, and sharing files and folders in Dropbox. Get support and advice 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!