Dropbox not support 4K video?

[Lena Ling]

if I upload my 4K video by IPhone 12 pro to dropbox, the video quantity is low, ask for help, please~~ 

[Jay]

Hi @Lena Ling, thanks for joining the Community!

Are you referring to the previewing of the file from the Dropbox site, or after downloading the file?

Does the file appear normally when you view it in your native video player on your computer?

This will help me to assist further!

[KiLynn49]

Hey Jay,

My client has the same issue that I have been trying to figure out. When they use the Dropbox App to upload a view they took on their iPhone 12. The video plays but it's distorted and is mostly it's a white screen with the sound working.  When they try to download the video to Facebook from dropbox it's the same thing, distorted and white screen.  I'm assuming this is a 4k Video issue with Dropbox?

[Jay]

Hi @KiLynn49, does the 4K video download and then preview normally from the Dropbox site on a desktop machine?

Is it for all 4K videos or just one specific video? Are they using the native camera app on their phone to record in 4K?

[KiLynn49]

Jay, 

The 4k video does download via the dropbox app or on desktop, but when you preview the video on the desktop or app the video is just a white screen with the audio playing. If you try to export a video to let's say to Facebook. The video will play but with a white screen and audio-only.  The video is shown perfectly on the phone and icloud. So my client login into iCloud via a desktop and manually save the file to Dropbox online and the same thing happens. All the videos my customers have been filming are using a new iPhone 12 pro.  It appears the new iPhone 12 now automatically shoots in 4k, you have to manually update iPhone 12 to shoot video in HD. I'm thinking this could be an issue with a compression that is happing, but any other ideas would be great. 

[Jay]

Does the video appear normal when played before uploading to Dropbox?

Dropbox doesn't change the video files without any input on them directly.

It sounds like the codec isn't supported for some reason. Are you able to follow these steps to import the video in a non-HEVC format?

Do you also have iCloud enabled on your device, and optimize phone storage enabled?

[KiLynn49]

The Video appears normal and plays on the iPhone 12 perfectly. I think you are correct it's a codec issue. I will follow this non-HEVC format and see if that helps. 

[Emmet · Accepted solution]

Basic users can preview videos up to 1080p (HD), while paid users can preview videos up to 2160p (4K). You can find more information here in our Help Centre article here.