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Forum Discussion
Error: Video failed to load on mobile
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
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- Jay
Dropbox Community Moderator
Hi felixelaeis, thanks for bringing this to our attention.
Are you able to load the videos in a mobile browser and then download the files direct to your device?
Are you able to add the files to your Dropbox account directly?
This will help me to assist further! Thanks for responding. I can't download through the app (I get the same error message when I try to open the file), but the video does work in mobile browsers.
- HannahHey felixelaeis, sorry to jump in here.
Can you please send us a screenshot of the error message, so we can look into this?
Thanks! Here's a screenshot from my tablet (looks the same on my phone) - this is from a password-protected link:
As for browsers: Chrome automatically opens the Dropbox app (one of many reasons why I don't use this browser), while Firefox and Opera give me the option to continue viewing on the website. The file loads fast in Opera but Firefox hesitates, flashing a brief "No video with supported format and MIME type found," before successfully loading the file. I tried to get that screenshot, but it went by too fast.
- MeganThanks for the screenshot felixelaeis!
Can you also let me know the version of the app that you have installed on your device? I'm using 268.2.4, the most recent version available on Google Play. And I can now confirm that the problem is the password-protection: I was able to open an unprotected ,mp4 file a few hours ago, but still can't open files with a password.
- MeganHey felixelaeis, happy Friday!
Would it be okay for me to reach out in order for us to have a closer look internally? Sure - thanks.
Hey Megan!
I am a Patron creator and have had many messages from my Patrons describing the exact same issue on Android devices. The issue started occurring around the first week of February and we have not been able to find a fix. Any help into this issue would be greatly appreciated.
Thanks,
Cody
Hi. Any update here? Facing the same issue. Not able to find any solution. Please help.
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