When I play some mp4 videos in my dropbox app, the sound of it is weird and unclear. I am sure the original videos are fine as I play them on my computer, and it works fine.

Hey there, edmondcr, welcome to our Community! Does this previewing issue affect all of your .mp4 files, or some of them? Can you also clarify the OS you're using, and the Dropbox app version installed there? Keep me posted, and we'll take it from there!

Some of them have the issue, but when I remove the files and try to put them into the folder again, the problem is still there. All my iOS version and dropbox app are up-to-date. Thank you.

Hi edmondcr, do you use our desktop app, or mobile app? Provided you're using the mobile app, could you try to save the .mp4 locally to your device, to check how it sounds there?

I use both mobile and desktop app, but only mobile app has the issue.Yes. I do. It is completely fine when I play it locally. What I meant for the weird is having the buzzing sound or electric sound when I play most of the mp4 files on mobile app.

Hey edmondcr, sorry to jump in here, but have you tried clearing the app's cache at all since you first noticed this? To do so on iOS:1. Navigate to the “Personal” tab2. Tap the gear icon in the upper-left corner of the screen3. Select “Clear Cache” Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.

Sound of mp4 videos is weird in mobile app

26 Replies

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strigimusic
Helpful | Level 6
2 years ago
Hey Walter, I figured out what it was. My video was at a very large resolution. I had to downscale it to a smaller aspect ratio and now the audio works great. 🙂 It even works with a 60fps video.
Walter
Dropbox Community Moderator
2 years ago
Hi strigimusic - sorry to hear you're having issues with this.

Could you please reboot your device and clear the app's cache and let us know if this persists?

If it does, is it affecting all audio files, some or just one?
strigimusic
Helpful | Level 6
2 years ago
Did this ever get answered? I’m struggling with this too. I’m on an iPhone 12 Pro Max running all the latest updates for both Apple and Dropbox. The audio from the video sounds crackly and terrible but sounds great on desktop.
Jay
Dropbox Community Moderator
3 years ago
Hi jwilk17, is the file being previewed in the Dropbox mobile app, or on the site on a browser on the phone?
jwilk17
Explorer | Level 3
3 years ago
The file when stored on your website the sound does work well when accessed with my Dell laptop. When the same file is accessed by iphone, it sounds horrible. I sent you the link to the file so you can test it. This is a business video and I am fearful to publish for fear if any Apple user access it on Dropbox will hear the same and frown on my business marketing. Please get this reszolved.
Hannah
Dropbox Community Moderator
3 years ago
Thanks for the update, jwilk17.

Does the video play fine when previewed on our website?
jwilk17
Explorer | Level 3
3 years ago
that did not fix my problem.

here is the link

[removed]

thew sound does not work well with when accessed by iphone.
edmondcr
Explorer | Level 3
3 years ago
Yes. Just save your video which is in your dropbox into iOS storage file/ iCloud drive once. That will do it.
jwilk17
Explorer | Level 3
3 years ago
what do you mean export the video to somewhere like files in iOS? do you mean IOS file storage?
edmondcr
Explorer | Level 3
3 years ago
The troubleshooting doesn’t help. The only way to fix that is to export the video to somewhere like files in iOS. Once you do that, the sound of the video is back to normal, but it is annoying that you have to do that to every single video. I hope Dropbox can fix that.