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Error when playing a video downloaded from the Dropbox mobile app on Android

Error when playing a video downloaded from the Dropbox mobile app on Android

Elly1331
Explorer | Level 3
I have been getting errors in downloading my videos from Dropbox. It is able to export but when I check my gallery, it seems to have an error as I don't see the full video and it is blank. I'm using a mobile phone and when I tried with another phone, it had the same error too. How do I fix this?
25 Replies 25

Walter
Dropbox Staff

Hi there @Elly1331 - sorry to hear you're having issues with this.

 

Could you please send us a screenshot of the exact error you're getting and also clarify your device's OS version?

 

Are you using the mobile app to do this or a web browser perhaps?

 

Also, how large are the files you're trying to download? 

 

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


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Elly1331
Explorer | Level 3
I'm using Android phone, mobile app, the files are 97-120 MB

Walter
Dropbox Staff

Can you clear the app's cache and reboot your device and let me know if the error persists @Elly1331?

 

if it does, please try a web browser as well and let me know how it goes.


Walter
Community Moderator @ Dropbox
dropbox.com/support


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Elly1331
Explorer | Level 3
It didn't work, and it says unsupported file type and I don't see the whole video

Hannah
Dropbox Staff

Is it possible to send us a screenshot of the error, @Elly1331?

 

If you're on your phone, you might need to request the desktop version of the site, to see the upload button for your screenshot.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Elly1331
Explorer | Level 3
How do I send the screenshot?

Hannah
Dropbox Staff

After clicking on the "reply" button, you should see a camera icon that will allow you to attach it, right above the reply box.

 

Keep in mind what I mentioned above, in case you're on your phone.


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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Elly1331
Explorer | Level 3

Screenshot_20240605_172051_Gallery.jpgScreenshot_20240605_172031_Dropbox.jpg

Hannah
Dropbox Staff

Thanks for the screenshots, @Elly1331!

 

Just to confirm, do the videos play fully while in Dropbox?


Hannah
Community Moderator @ Dropbox
dropbox.com/support


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