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Coudn't load file there was an error loading the file

Coudn't load file there was an error loading the file

Brandon K.3
Helpful | Level 6

I have .MP4 videos in Dropbox that I am trying to play offline. I have setup these videos to play offline. They play find when I am connected to Wifi on my iPad but when I go no Air Plane mode I get this error 

 

IMG_0593.PNG

 

Here is to show you I have the files setup a offline. 

 

IMG_0594.jpg                  IMG_0592.jpg

 

 

How do I resolve this?

 

10 Replies 10

Re: Coudn't load file there was an error loading the file

Hannah
Dropboxer
Hey @Brandon K.3, thanks for reaching out to us and happy Monday!

Can you please go to the Dropbox app's settings and clear the cache of the app, to see if that helps?

Try restarting your device as well.

Let me know how it goes.

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Re: Coudn't load file there was an error loading the file

Brandon K.3
Helpful | Level 6
Hi @Hannah,

That did not work. I cleared the cache for the DropBox app. The restated the app, it didn’t work same error. Then I restarted my iPad and tried, same error for all 8 videos.

I can play them no problem when I am connected to Wifi. It’s just offline files.



Re: Coudn't load file there was an error loading the file

Hannah
Dropboxer
Thanks for the update, Brandon. 

Can you also try uninstalling the app, restarting the device again and then reinstalling it?

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Re: Coudn't load file there was an error loading the file

Brandon K.3
Helpful | Level 6

Tried that and did not resolve the issue. 

Re: Coudn't load file there was an error loading the file

Hannah
Dropboxer
That's strange. May I reach out to you via email, so we can look into this more closely?

Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Re: Coudn't load file there was an error loading the file

Brandon K.3
Helpful | Level 6

Do you have access to dropbox support. I have a ticket going with that team. 

Re: Coudn't load file there was an error loading the file

Hannah
Dropboxer
Oh, if you're already in contact with our support team, then you're in good hands, Brandon.

They are going to assist you in resolving this the soonest possible!

Hannah
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
:arrows_counterclockwise: Still stuck? Ask me a question!
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Re: Coudn't load file there was an error loading the file

Brandon K.3
Helpful | Level 6

It appears that might not be the case. Jake who has been assisting keeps asking the same questions about updating the iOS after I keep telling him it has been updated. So I am not sure if he is focused and/or overwhelmed. 

 

That is why I feel it might be good to have another person who understands the situation help escalate this. Due to it appears this is now having to go to engineering. 

Re: Coudn't load file there was an error loading the file

Brandon K.3
Helpful | Level 6

Also heads up there appears to be an issue with the form. Every time i click on the bell for notifcations on the top right I receive this error. 

 

I am using chrome, I cleared my cache, browser history and tired again same error below

 

 

Screen Shot 2021-09-24 at 6.53.26 AM.jpg

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    Jay Dropboxer
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    Brandon K.3 Helpful | Level 6
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    Hannah Dropboxer
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