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Video playback problem on the desktop

Video playback problem on the desktop

nopretenders
New member | Level 2

I have a couple videos that will only play back audio on my desktop application using macOS Big Sur. I can download them and they will playback fine. All other videos in my account playback fine. I also have no problem with these videos in my MEGA account.

6 Replies 6

Jay
Dropbox Staff

Hi @nopretenders, thanks for bringing this to our attention.

 

What error are you getting when viewing your videos?

 

You mentioned this was in the desktop app, do you mean that the files were synced to your machine in the Dropbox folder?

 

Any other info or screenshots would be helpful!


Jay
Community Moderator @ Dropbox
dropbox.com/support


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nopretenders
New member | Level 2

I don't get an error message, it just plays back audio only. This happens if I go directly to my Dropbox account online in my Safari browser.

 

nopretenders
New member | Level 2

Thank you for trying to help me with my issue Jay, I'll be away from my computer for about an hour.

Jay
Dropbox Staff

Okay, so you're referring to the Dropbox site, not the desktop app.

 

If only audio is playing back, then this sounds like an issue with codecs not being supported by the browser. Could you try switching browsers to see if this helps?

 

Otherwise, you can try using incognito/private browsing mode without any extensions running, clearing your cache and even resetting your browser entirely.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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nopretenders
New member | Level 2

Thanks for the suggestion Jay, it does play back fine in the Brave Browser, do you think there's a setting I could check in Safari to make it play back there?

Jay
Dropbox Staff

Unfortunately, I don't have any details on Safari settings. There could be more info on the web if you search for it, however.


Jay
Community Moderator @ Dropbox
dropbox.com/support


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    Jay Dropbox Staff
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    nopretenders New member | Level 2
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