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

[Veneer]

Hello,

I've searched for the problem with an MP4 file not playing, and I found a forum with what I hoped would have a solution. The Mod had responded multiple times within a thread to different replies, I've tried all the solutions that were offered, by using incognito, different browser, clearing cache, not using third party, but it seems that the biggest solution people had were when the mod had sent out a ticket for this problem to be taken care of. Thus I would love to request if one of the Mod's may send me out a ticket for this issue to be resolved.

[Hannah]

Hey @Veneer, thanks for reaching out!

Can you just clarify a few things for me?

Are you having this issue when opening this file from a shared link, or is it saved in your Dropbox?

What is the size of the file?

And if you download the file to your computer, are you able to open it as normal?

Keep me posted.

 

[Veneer]

Hey @Hannah, thanks for getting back so quickly!

For sure, the files are saved in my Dropbox, and the files vary in size, ranging from ~100MB to ~16GB, all of the files say the same thing when attempting to open them. They open and work perfectly on my android phone

Yes I've downloaded them and they work fine. 

Looking forward to next steps for solutions and to resolving this.

[Hannah · Accepted solution]

Thanks for the update on this and I hope you had a great weekend!

Can I actually reach out to you via email, to the address you have here on the Community, so we can look into this a bit more?

[Veneer]

Hi @Hannah,

Yes of course, looking forward to hearing from you there.

Cheers 

[Hannah]

Absolutely, I just reached out to you, so make sure to check your email!

[bwnam]

I'm having some issues with my dropbox share folder which others can't play the videos that I uploaded. The error message says that the mp4 files are supported however it cannot be played. I'm having the same issue on my android devices as well as my ipad. hope someone knows the solution to this problem.

p.s you can contact me by email [removed per the Community's Guidelines]

[bwnam]

I'm having the same problem did you solve this error?

[Walter]

Hey @bwnam, thanks for joining the discussion here and sorry to hear you're having issues with this.

Could you please let us know if you're able to preview those files on our website normally? 

Have you tried downloading or exporting them to your device and open them form there?

Let us know what you find!

[ajpeep11]

I'm having the same issue.  These are mp4 files shared with me.  I can see the shared folder and individual files but when I click play, I get the circle going around like it's loading and then it times out.  These are not my files and I do not want to download them if they can be previewed in dropbox.

Any help would be appreciated.