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Video shared with me only has sound.

Explorer | Level 3

Having a frustrating time watching shared videos. I can hear everything but can’t see a thing. The screen is black.

Someone shared their Dropbox folder with me. All videos (.mov and .mp4) have sound but the video itself is black. I’ve tried this on iOS and Mac OS. The same goes for internet and the Dropbox app.

Alternatively, I’ve downloaded the VLC app on both desktop and mobile, but the videos still cannot be viewed.

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Re: Video shared with me only has sound.

Dropboxer
Hey @GundersonIsle, sorry to hear that you’re facing an issue with that. As you’ve mentioned that this isn’t specific to our website & you’re getting the same results across platforms, it makes me think that it’s highly likely that the file itself has been corrupted. Because someone shared this content with you, I’m wondering if you’ve had a chance to contact them directly on this matter. If you deduct that this is issue is specific to Dropbox, I’d appreciate it if you could let me know what is the file size in your next message. Are you getting any error messages at all perchance?
 
Please let me know of your findings in your next post here & I’ll follow-up with you a bit more closely. I’ll be awaiting your next reply!

 


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

 

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Re: Video shared with me only has sound.

Explorer | Level 3

Hi @Jane thank you for your reponse. The person who has shared the files can see the file on their end and has stated that others have no problem seeing the videos. 

The size of the videos range from 3MB - 20MB (maybe more, but I don't have time to view every video file size). I did not receive any sort of error message!

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Re: Video shared with me only has sound.

Dropboxer
Thanks for checking this detail for me @GundersonIsle; let me have a closer look into the discrepancy you’re experiencing based on the details I have on file on my tools. I’ve made sure to reach out to you directly on my end, so as to gather a bit more detail to determine where the issue lies. 
 
Whenever you have some spare time, please have a look at your inbox for my email & I’ll make sure to promptly follow-up with you asap. Thanks again!

 


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

 

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Video shared with me only has sound.
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