Dropbox Capture didn't upload my video on Windows

[Jon2024]

I used the online Dropbox Capture (didn't download to Windows) and recorded my computer screen. I may have closed my laptop before it was all uploaded to dropbox. How do I retrieve the original File? Dropbox can't play the video file and it says "The media could not be loaded, either because the server or network failed or because the format is not supported." 

Please help.

[Jay]

Hi @Jon2024, thanks for bringing this to our attention.

If the Dropbox Capture app wasn't able to upload files to the site in time, then it's possible that the record isn't recoverable at this point.

Are you able to locate a copy of the file locally somehow?

Keep me posted with any details.

[Jon2024]

Unfortunately no, I think capture saved it to my Dropbox folder directly. Does this mean I have to leave my PC running after a video to let it upload? The recording was an hour long - but I was still logged in for at least an hour after. I would've assumed the upload would've paused. 

[Jay]

Are you able to view the capture saved in the Dropbox folder without any errors?

[Jon2024]

Please see below.

When I use the mp4 file saved in my Capture folder on my computer, it just shows me a video that never plays.

When I use the Capture link - I get an error when it's straight from the dropbox capture link. 

[Jay]

It looks like the file wasn't saved properly, unfortunately. This means that it wouldn't be possible to recover the file.

I'm sorry I can't be more helpful on this matter.

[Jon2024]

That's okay - thank you for your help. So I guess when recordings are completed - the computer has to stay on until it's uploaded? Is there a way that the computer can pause an upload so it's not lost? 

[Jay]

If the full file is visible in the Dropbox folder, then you can pause the Dropbox desktop application from syncing. 

The Capture desktop app would've saved the recording in the Capture folder in your Dropbox folder, so it might be best to try that method to ensure the recording is safe.