Video playing is laggy on the mobile app

[Yazan2]

So I have the dropbox app on my iphone (IOS 16) and been trying to watch an uploaded video to my account but its almost like it skipping 1 frame and the sound is laggy when I played the video on the website still the same issue persist. Only when I changed to my laptop the issue stopped

[Jay]

Hi @Yazan2, thanks for bringing this to our attention.

Does the video meet the requirements to play normally on the site or mobile app according this page?

This will help me to assist further!

[Yazan2]

Hello Jay,
Thanks for your reply.

Yes the video(s) are .mp4 files and their size vary from 5MB-3.23GB but still the issue seems to continue no matter the size of the video is

[Jay]

Do you have any proxy, VPN, firewall, security software, or even ISP/router settings that could be restricting traffic to the following Dropbox domains?

Could you try switching browsers to see if this helps? On the mobile app, could you try marking files as available offline to see if they play better?

[Yazan2]

I did have a VPN and I turned it off for now and still.No ISP restrictions to any DropBox domains. As for the browsers I used both Safari and Chrome and both had the same issue. The only thing that worked was making the video available offline but isn’t that the same as downloading the video on my phone? That doesn’t really help me, I have a lot of videos I wont have time to upload and download them and all that to watch it on my phone.
Also cleared cache on both browsers

[Jay]

When referring to browsers, are you using them on the mobile device, or on your desktop?

[Yazan2]

Mobile

[Jay · Accepted solution]

Thanks for the info, I'd recommend contacting the support team for them to look into this in more detail on their end.