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Re: Error: Video failed to load on mobile

Error: Video failed to load on mobile

felixelaeis
Explorer | Level 4

In the last week or so, some Dropbox video links from Patreon stopped working (I don't know if it affects any other sites - this is the one I use Dropbox for). I can't tell if the problem is that they're protected videos (which I have passwords for), or the file type (.mp4). I was able to stream a .mov file on a different Patreon account, but that creator doesn't password-protect their files.

 

When I enter the password on a protected video, I get a "video failed to load" message. This happens on my tablet and my phone, Wi-Fi and LTE. I have tried clearing the cache, uninstalling/restarting/reinstalling, and downloading a third-party video player as suggested on a previous thread. Unlike the October issue, I don't even get a static image when the video tries to load (the error message is something I haven't seen before, and I can't find any other instances like this in the forums).

 

My specs:

Tablet - Lenovo Tab M10 FHD Plus (Android 10, 64GB)
Phone - Google Pixel 4 XL (Android 12, 64GB)

 

The videos open fine on desktop (protected videos on other services like Vimeo and Dailymotion also work normally), so it's definitely app-related. Any suggestions?

20 Replies 20

Chaitanya
New member | Level 2

Hi. Any update here? Facing the same issue. Not able to find any solution. Please help.

Megan
Dropbox Staff
Hi @codymcmanus & @felixelaeis & @Chaitanya!

Thank you all for posting here! I just sent you individual emails, in order for us to look into this! 

Reply back to me and we'll take it from there. 

Megan
Community Moderator @ Dropbox
dropbox.com/support


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spikehead9
New member | Level 2
Was able to play MP3 files on my iPhone browser up till today where suddenly I can’t press play on the file.

I can only scan to a different part of the song but it does not play.

Is there a bug?

Hannah
Dropbox Staff

Hey @spikehead9, thanks for bringing this to our attention.

 

Are you having this issue on Safari or a different browser? If you use a different browser, does it work?

 

And are you trying to preview files that are saved to your Dropbox account, or did someone share these files with you through a link?

 

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


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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PEPvideo
Explorer | Level 3

I am having the same problem within the last week with linked audio files.  I post the DropBox link as a Facebook post and when you click on it opens a window asking if you want to "get the app" "or continent website".

 

When you choose "continue to the website" the wave form loads like it always has but you can no longer hit the play button.  When you try, it selects a portion of the wave form. I have asked multiple people to try and they all experience the same.  This is on iPhones.

Walter
Dropbox Staff

Hey @PEPvideo, sorry to hear you're having issues with this.

 

Could you clarify what kind of browsers you're noticing this on and if this persists on other browsers too?

 

Also, do the shared links work normally if you copy and paste them onto a web browser?


Walter
Community Moderator @ Dropbox
dropbox.com/support


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PEPvideo
Explorer | Level 3

The error occurs when using an iPhone. worked fine up until about two weeks ago.  Now all DropBox audio file links have the same issue when clicked on from Facebook.

Desktop - no problem, in any browser.

SportEd
New member | Level 2
Same story here on Android 12. 5hose who I've shared links to mp3 files can no longer play the files. I used the shared link I gave them and have the same issue. Cannot click on the play icon, as it just resets the play position 9f the track instead. This appears to be a new issue since last week.

SportEd
New member | Level 2
I'm using duck duck go & chrome browsers

felixelaeis
Explorer | Level 4

@MeganLost your email - can you resend?

Need more support?