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Videos don't play in Vault on mobile app

Videos don't play in Vault on mobile app

dschuett
Explorer | Level 4
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I have a few mp4 videos in my vault that will not play. I get the following error: "Couldn't connect to Dropbox. Please check your internet connection and try again." However, if I copy one of the same videos to a folder outside of the vault, it plays just fine. This is on the latest Android mobile app on a Pixel 4 XL. I know this is still in beta, so you can consider this feedback. Is anyone else having this issue? Hope it gets fixed soon!

1 Accepted Solution

Accepted Solutions

PeterL66
Helpful | Level 6
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problem seems solved! Great!!

View solution in original post

12 Replies 12

Lusil
Dropbox Staff
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Hi there @dschuett, thanks for dropping by!

 

Out of curiosity, do you get the error notification as soon as you try to preview the videos?

 

Could you also send me a screenshot of the error message, just to have a better visual of what you're seeing? 

 

Keep us posted!


Lusil
Community Moderator @ Dropbox
dropbox.com/support


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dschuett
Explorer | Level 4
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Yes, I do get the error message as soon as it is previewed. If I have the same video outside of the vault, It has the play button displayed and I am able to play the video. I have discovered if I click the boxed-arrow icon at the bottom of the preview, I can choose an app to play the video. However, I would expect it to play just as it does outside the vault.

 

Screenshot_20200817-074222.png

Lusil
Dropbox Staff
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Thanks for your swift reply, @dschuett

 

Just to make sure that we cover as much initial troubleshooting as possible, could you also try clearing the Dropbox mobile app's cache? 


Lusil
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
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dschuett
Explorer | Level 4
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I just cleared the app cache and issue still persists.

Lusil
Dropbox Staff
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Thanks for trying that out for me, @dschuett

 

Could you have a look at your Support page to see your options for contacting our team? 


Lusil
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below.
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PeterL66
Helpful | Level 6
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Have the same problem only with the app. In any browser you can play any video in vault. I think this is a bug in the app

dazzop
Explorer | Level 4
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I have the same problem in my Samsung 8+ and Honor devices. Clips will play on my MacBook Pro, though, so I imagine they would also play on an iPhone. I assume it is an Android issue. I have reported this and have been thanked by Dropbox for drawing their attention to these issues and "we rely on our customers to blah blah blah" and will investigate. As long as you get yourself an Apple device, then you should'nt experience any problems. You do know, all you need to do is remove thos clips into another folder and they will play there, then you can put them back into Vault! Sounds long, but the only workaround i can see. Even if data is turned on, so there's no internet connection, they still won't play in Vault.

dazzop
Explorer | Level 4
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I don't seem to be able to post here, so I will copy and paste what I replied to another member about the same problem I am having as you both are. I'm glad I'm not the only one!

 

I have the same problem in my Samsung 8+ and Honor devices. Clips will play on my MacBook Pro, though, so I imagine they would also play on an iPhone. I assume it is an Android issue. I have reported this and have been thanked by Dropbox for drawing their attention to these issues and "we rely on our customers to blah blah blah" and will investigate. As long as you get yourself an Apple device, then you should'nt experience any problems. You do know, all you need to do is remove thos clips into another folder and they will play there, then you can put them back into Vault! Sounds long, but the only workaround i can see. Even if data is turned on, so there's no internet connection, they still won't play in Vault.

PeterL66
Helpful | Level 6
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If you use a browser instead of de app it will work. I use iPhone and same ‘problem. The problem only occurs in the app. That is why i think that this probably is a bug
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    PeterL66 Helpful | Level 6
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