.mp4 files are supported but something went wrong

[Shortet]

I've read all the other posts on this issue and tried the suggestions. Nothing has worked and I don't know what to do. This link was an important submission for a competition and I really need it to work!

[Lusil]

Hey @Shortet, thanks for reaching out to us. 

Just to make sure we cover as much troubleshooting as possible, could you let me know what you've already tried? For example:

• Switching to another browser or an incognito window? 
• Clearing the browser's cache?
• Making sure that you're not running any third party extensions or plugins? 
• Re-uploading the file?

Keep me posted, cheers!

[Shortet]

Hi Lusil,

The only thing I have not tried is re-uploading the file. I sent the existing link to a competition for accessing the video. My fear is that this is that the competition is unable to view the video for adjudication. This is also why I have not re-uploaded the file as they may not accept a new link after the final submission date.

[Lusil]

Thanks for getting back to me, @Shortet. 

Just for troubleshooting purposes, without deleting the original, could you upload the same file in another location (eg. a different folder) and try again? 

[AlexP-sky]

I am getting error playing some mp4 files stored on Dropbox. The error message is: "File is supported but something went wrong".

[Megan]

Hey @AlexP-sky, let's check.

If I were you, I'd start by checking what Lusil suggested here.

Also, what is the size of the .mp4 this is happening on?

Let me know more, and we'll take it from there. 
 

[AlexP-sky]

@Megan For both files the size is 109 KB

[AlexP-sky]

@Megan - I am awaiting your response to my additional input indicating the size of mp4 files is 108 KB.

[Mark]

The Dropbox team do not work weekend @AlexP-sky 

Lori will not pick this up until Monday. 

[AlexP-sky]

@Megan @Lusil - I am awaiting my problem playing mp4 file stored on Dropbox causing error message ".mp4 files are supported but something went wrong." to be fixed!!!