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MP4 files won't play. ".mp4 files are supported but something went wrong."

New member | Level 2

So I've been uploading videos to dropbox and suddenly dropbox just stopped allowing me to view the videos on the site. My other videos play fine but the ones I upload now just won't play. Anyone know the cause for this? 097afea73faf70ef27480fe6acb23886.png

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13 Replies

Re: MP4 files won't play. ".mp4 files are supported but something went wrong."

Dropboxer
Hi @NoMoreGrid, sorry to hear that. 
 
Could you please try one of the following steps and see if that does the trick?
  • Try previewing the video from another browser. 
  • Navigate to the video preview through an incognito/private browser.
  • Ensure that you’re not running any third party browser extensions. 
  • Clear the cache. 
If you’re still having trouble with this, I can send you a ticket to the email address associated with your Community profile so as to have a more in-depth look on this. 
 
Let me know how it goes!

Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: MP4 files won't play. ".mp4 files are supported but something went wrong."

New member | Level 2

I tried what you told me and it's still not working crying face

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Re: MP4 files won't play. ".mp4 files are supported but something went wrong."

New member | Level 2

Can you send the ticket?

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Re: MP4 files won't play. ".mp4 files are supported but something went wrong."

Dropboxer
No worries, @NoMoreGrid
 
I’ve sent you an email (to the one connected to your Community account) so make sure to check your inbox for my latest message and we’ll take it from there. 
 
Cheers!

Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: MP4 files won't play. ".mp4 files are supported but something went wrong."

New member | Level 2

Hi,

I am having the exact same issue.

Can you please help?

Let me know how to get in touch.

Thanks

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Re: MP4 files won't play. ".mp4 files are supported but something went wrong."

Dropboxer
Hey @IEF_work, sorry to hear that you’re also having this issue. 
 
If you’ve checked the four points I mention in my first reply to this thread, you can either submit a ticket to our Support team through this link or I can send you one associated with your Community profile. 
 
Let me know how you’d like to proceed!

Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: MP4 files won't play. ".mp4 files are supported but something went wrong."

Explorer | Level 3

Having the same issue. Is there a resolution for this? We can play in Chrome, but not IE 11.  Thanks,

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Re: MP4 files won't play. ".mp4 files are supported but something went wrong."

Dropboxer

Hey @Robin130

Welcome to the Dropbox Community! 

Sorry to hear that you're also having trouble playing .mp4 files on the website - let's see what we can find on this. 

As a first step, could you let me know if you're seeing the same behavior on any other browser or an incognito window? 

Have you tried clearing the cache, as well as ensuring that you're not running any third party browser extensions? 

Let me know how it goes!


Lusil
Community Moderator @ Dropbox
https://dropbox.com/support


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Re: MP4 files won't play. ".mp4 files are supported but something went wrong."

Explorer | Level 3

I did your four steps and no luck. I can play this in Chrome, just not IE 11

 

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MP4 files won't play. ".mp4 files are supported but something went wrong."
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