Video file has no audio after downloading from the Dropbox app

[Thomas D.31]

Just recently I have been downloading a video file with Audio but then after downloading the video loses audio and the Dropbox video in server loses audio unless I delete the app and log in again.

[Hannah]

Hey @Thomas D.31, thanks for posting to our Community.

Do you mean that you have a video file that is saved to your Dropbox, and when you preview it on the Dropbox app, it previews correctly, but when you download it to your device, there's no audio?

And then if you go back to the file in the Dropbox app, there's no audio there too?

Also, what file type is this video file (.avi, .mov, .mp4 etc.)?

And what kind of device are you doing this from? An Android or iOS one?

Let me know and we'll go from there.

[Thomas D.31]

So it is an .mp4 file which I have save other files numerous times without any problems.  This file while it plays initially with audio.  As soon as you try to export it or download it into an email, save it into a icloud file, or save it directly into my iphone ios the audio is taken out of the file.  When viewing it again in the Dropbox, it plays without audio unless I delete the app and reinstall the app.

[Jay]

Hi @Thomas D.31, just for clarification, does the video play with audio when downloaded on a desktop machine?

Have you tried opening the file in a different video or media player?

[Thomas D.31]

I plays on the Dropbox site.  But as i download it, it comes without audio.  It is the same configuration of video and audio codec which is a .mp4 with H264

[Nancy]

Hey @Thomas D.31, I hope it’s alright if l jump in here. 

Since the behavior you’re describing is a bit odd indeed, I’d like to open a ticket for you and take a closer look at the issue. 

If that’s OK with you, I can message you directly to the email address that’s linked to your Community profile here.

Let me know!

[Thomas D.31]

Yes of course please email me as you research the issue.  Thank you.

[Nancy]

You’re all set! 

When you have some free time, please check your email address and reply back to me. 

Cheers.

[Zarnalist]

This happened to me. Does anyone know how to solve

[Megan]

Hi @Zarnalist, welcome to our Community! 

Can you let me know which -if any- troubleshooting steps you've tried on your end? Did you try what was mentioned throughout this thread? 

Keep me posted, and we'll take it from there!