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Problem seeing uploaded videos, the screen is white.

Problem seeing uploaded videos, the screen is white.

SHJAIA
Helpful | Level 5

Greetings-

Dropbox Professional subscription

RE: .mov and.mp4 files

apple desktop- Big Sur v 11.7.6

Safari browser v16.4 -

not the app but online-

In past, I have always been able to upload these videos and watch them in Dropbox to check viability.

Recently, [maybe a month?] the videos are failing to display.

When I select the video, I see an initial view and the "play" arrow.

Once I tap the play arrow, the screen goes white.

There is an icon in the center of a box with blue segments chasing each other. 

I can hear audio, and I see thumbnails when I manipulate the slider.

If I download, the video plays properly. 

DB Capture is not a solution. 

5 Replies 5

Megan
Dropbox Staff

Hi @SHJAIA, let's jump right into this! 

 

If I understand this correctly, the behavior you described happens when you use Safari to preview your content, am I correct on this one? 

 

If not, feel free to correct me, by all means. Have you tried a different browser, by any chance? 

 

You're welcome to upload any screenshots, demonstrating what you described happens when you try to preview your content. 

 

Keep me posted!


Megan
Community Moderator @ Dropbox
dropbox.com/support


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SHJAIA
Helpful | Level 5

Hi- here is a screen recording- please see if this conveys the issue. I know accessing this file on my iPhone works, and others have access the file so I don't think it is a problem with the file per se... 

 

I have a quicktime screen recording which shows the action and has narration- I can upload if you wish.

Here are 3 consecutive "slides"

Slide1.jpeg

Slide2.jpeg

Slide3.jpeg

   

Jay
Dropbox Staff

Hi @SHJAIA, this seems like it could be a codec issue with the browser viewing the video. As the video works when downloaded, this would indicate that the browser can't play the video.

 

Does it work when using another browser entirely to see if this helps?


Jay
Community Moderator @ Dropbox
dropbox.com/support


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SHJAIA
Helpful | Level 5

I tried this video on my laptop running Edge and it properly displayed. I don't use multiple browsers on my desktop, and had never had this issue arise before one many years. 

Jay
Dropbox Staff

Most likely there's a setting in Safari regarding the rendering of videos which is causing this issue. I'd recommend looking into this matter in more detail with Apple directly, or their support page for which setting could be causing this.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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    Jay Dropbox Staff
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    SHJAIA Helpful | Level 5
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