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Sistersouth's avatar
Sistersouth
New member | Level 2
7 years ago

I can't see either my videos or photos in Dropbox

Hi i am a foster carer have uploaded videos of a child about to go to adoption and none of them will now play on my computer.  I checked my mobile and they play on there - these are very valuable and...
Delete
sync
upload
  • Jane's avatar
    Jane
    7 years ago
    I’m positive that you’re doing your best Debbie, though sometimes tweaking settings a bit may do the trick. Let’s check a couple of things together below & we’ll take it from there!
     
    #1. If you’re having an issue previewing your .mov file on your account online, then trying the same action through a different browser or in an incognito window may be helpful. Also, please keep in mind that our website has a 18 GB limits for video previews. 
     
    #2. Following, just in case you’ve synced the file to your desktop or Mac & it doesn’t open when you double-click on it, maybe you’re experiencing an underlying syncing issue. Can you please make sure that you’re running the latest Stable Dropbox version on your desktop (55.4.171), you’ve made all OS updates & it’s syncing correctly :arrows_counterclockwise: on your system tray as below: 
     

     

     

    Once you hover your mouse over the Dropbox icon, you’ll see the syncing status (eg. Up-To-Date, Indexing &c). If there’s a message there, can you tell me what it reads? 
     
    Please let me know how you're getting on with these steps, I'll be awaiting your next reply here! 
Jane's avatar
Jane
Icon for Dropbox Staff rankDropbox Staff
Hey Sistersouth, thanks for posting us on the matter on our Community, I’d happily discuss the variables that may apply in a bit more detail below! 
 
For starters, are you unable to preview your videos on your account online or view them on your desktop once downloaded? 
 
Following, I’d appreciate it if you could tell me of the file extension & the filesize.  
 
Are you getting any error messages by any chance? I’d appreciate a screenshot (omitting personal info) of what you’re seeing in your next message here, so as to get a better idea of what’s happening.
 
Of course, once I have this info, I’ll make sure to get back in touch with you in more detail on our discussion here. Thanks again & I hope you have a wonderful rest of your day ahead until we talk again!
Sistersouth's avatar
Sistersouth
New member | Level 2
7 years ago

Hi,  extension is .mov don;#'t know size of file as details seems to be missing.  I just went and checked another folders photos and I can't open any photos or videos?  I normally just double click - am I being stupid here?  

 

Debbie

  • Jane's avatar
    Jane
    Icon for Dropbox Staff rankDropbox Staff
    7 years ago
    I’m positive that you’re doing your best Debbie, though sometimes tweaking settings a bit may do the trick. Let’s check a couple of things together below & we’ll take it from there!
     
    #1. If you’re having an issue previewing your .mov file on your account online, then trying the same action through a different browser or in an incognito window may be helpful. Also, please keep in mind that our website has a 18 GB limits for video previews. 
     
    #2. Following, just in case you’ve synced the file to your desktop or Mac & it doesn’t open when you double-click on it, maybe you’re experiencing an underlying syncing issue. Can you please make sure that you’re running the latest Stable Dropbox version on your desktop (55.4.171), you’ve made all OS updates & it’s syncing correctly :arrows_counterclockwise: on your system tray as below: 
     

     

     

    Once you hover your mouse over the Dropbox icon, you’ll see the syncing status (eg. Up-To-Date, Indexing &c). If there’s a message there, can you tell me what it reads? 
     
    Please let me know how you're getting on with these steps, I'll be awaiting your next reply here! 

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