Only getting audio when downloading a video

[emarlow1]

Hi all,

My friend has uploaded 3 video's for me, she has an iPhone and I have a samsung. I need to download these video's so that I can edit them for a video we are creating but they will only download the audio when I have tried on both my phone and comp. 

Can anyone help me find a solution?

Emma

[Jane]

Hey emarlow1, I’m here to look into that with you! 

• For starters, are you trying to download the images from a shared link? Has your friend shared a folder with you by any chance? What are the steps you’re following exactly (on the web/ on our phone)? 
• Additionally, are you getting any error messages? I’d appreciate it if you included a screenshot (omitting personal info) of what you’re seeing in your next message here, so that we check the case & send over the most relevant next steps.

I’ll be awaiting your next reply & I’m wishing you a fruitful week ahead! 

[emarlow1]

Hi, Thank you for your reply. 

It is a shared folder, she uploaded into a dropbox folder and then shared them with me with the ability to edit. 

On my comp I do not get any error messages, I can download them fine but when I open them I only get the audio, no picture at all.

When I try and download them onto my phone I get nothing. I 'export' them from dropbox into a folder on my phone and when it's shown as complete I go onto that folder and there's nothing there at all. I have tried exporting it to a number of folders and nothing happens. 

I don't really have anything to screenshot as there is no errors.

Thanks!

[Hilite2 · Accepted solution]

You have Samsung? It's great! Try this app (for free in playstore) to get solved your Audio-Problem! The Name is "You-Cut". I have had many Problems too, and all are now solved! It's the best app! You can try to open the Video with this app for example at first

[This thread is now closed by moderators due to inactivity. If you're experiencing a similar behavior, feel free to start a new discussion in the Dropbox Community here.]

[emarlow1]

Thank you, what do I need to do when I've got the app? what are the steps? 

Emma

[Jane]

Thanks a lot for all these additional details Emma (emarlow1), & nice meeting you on our Forum, let me follow-up in a bit more detail below!

As you’ve mentioned that you can download the file on your pc, though you can only load the file audio, it’s my understanding that maybe your Media Player can’t load this specific filetype correctly. In other words, when you download the video locally, you’ll need an application that can open this filetype. 

The same applies on your Samsung device, as Dropbox uses the other applications you have installed on your device to let you view files that can’t be viewed natively within our app. When you tap on a file, you will be given a list of available apps to use to open your video. If you don’t have an app to open the file, then your best bet would be to look for an app that plays this specific filetype. 

Just as a point of reference, what’s the file extension? Can you preview your video on your account online? 

(Note: Here are the file types that preview as a video! )

Spoiler

.3gp	.3gpp	.3gpp2	.asf	.avi	.dv
.flv	.m2t	.m4v	.mkv	.mov	.mp4
.mpeg	.mpg	.mts	.oggtheora	.ogv	.rm
.ts	.vob	.webm	.wmv

[Dudk1ns]

Hello! Most likely you have a standard Windows video player installed. The transmitted video with iphone is likely in the format. " MOV ". On this to solve the problem recommend to install a third-party video player on the PC (eg "VLC or" KMPlayer "), and to edit the video for Android recommend to install" VivaVideo "or" KineMaster ".

I hope I could help you!

[This thread is now closed by moderators due to inactivity. If you're experiencing a similar behavior, feel free to Ask help from the Community here.]