Dropbox won’t play videos on iPhone app

[Singinintherain]

I have Dropbox Plus, and have the Dropbox app on my iPhone 7 Plus.
I tried to look at some baby videos of my daughter on Dropbox (from the last year or so), and none of them will play. They will register that it’s a video, but when I tap it to play, the length of the video doesn’t show, and nothing happens. I’ve tried lots of videos, and they are all the same, except a slo-no video, which plays fine.

[Tom H.]

Remember files are not local to the device unless you enabled off line file viewing. 

The video may be trying to download. My suggest is make sure your on WiFi and try it again.  Also remember Dropbox only alows viewing of 15 minutes of a video when streaming. https://www.dropbox.com/help/photos-videos/video-length Longer streaming times (60 minutes) are available for plus and professional customers. * The limits should not affect you for your videos but placed here as I don't know if the videos were shared by a relative for example through a link.

What format is the video file in? https://www.dropbox.com/help/files-folders/file-types-that-preview

Have you tried opening it outside of the Dropbox app, say VLC for example. I have no relation to the developer its just one I remember off hand. I have used it to open some different file type, there are many more apps out there.

However now days people usually live within an ecosystem. So usually file types native to the major OS's (iOS and Android) are typically supported.

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[Singinintherain]

Thanks for your response Tom.
I have tried wanting and waiting, but no change. I tried downloading the video, and it will play on my iPhone once it’s in my Photos. It still won’t play within Dropbox though.
I’ve tried switching Wi-fi on and off, restarting the app, restarting my phone.
Still no improvement.
Thank you for trying though!

[Tom H. · Accepted solution]

Can you tell me the actual file type and how long it is roughly. I’ll see if I can duplicate the issue with a video of my own. I may not be able to as I  am on an X and on the latest beta OS as well. But I’ll give it a shot.

Oh one other thing to consider is. Has the video completely upload to the server ? I assume yes because you said it would open from the Photos app one its there. 

Please make sure you submit a support ticket, with any relevant information and include a link to this topic as well. https://www.dropbox.com/contact Follow up can be zone through zendesk https://dropbox.zendesk.com/access/unauthenticated * Please note the zendesk login is separate from your Dropbox accouint and does not use the same password.

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[Maple]

Hi Singinintherain,

This is a known bug and we have a fix out. Can you try updating the app to 80.3 (newest update) and see if it's fixed?

[Kendrapage052]

I have the same problem and did the update and it didn’t help. Any other suggestions?