Sound of mp4 videos is weird in mobile app

[edmondcr]

When I play some mp4 videos in my dropbox app, the sound of it is weird and unclear. I am sure the original videos are fine as I play them on my computer, and it works fine.

[Megan]

Hey there, @edmondcr, welcome to our Community! 

Does this previewing issue affect all of your .mp4 files, or some of them? Can you also clarify the OS you're using, and the Dropbox app version installed there?

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

[edmondcr]

Some of them have the issue, but when I remove the files and try to put them into the folder again, the problem is still there. All my iOS version and dropbox app are up-to-date. Thank you.

[Megan]

Hi @edmondcr, do you use our desktop app, or mobile app? 

Provided you're using the mobile app, could you try to save the .mp4 locally to your device, to check how it sounds there? 

[edmondcr]

I use both mobile and desktop app, but only mobile app has the issue.

Yes. I do. It is completely fine when I play it locally. What I meant for the weird is having the buzzing sound or electric sound when I play most of the mp4 files on mobile app.

[Walter]

Hey @edmondcr, sorry to jump in here, but have you tried clearing the app's cache at all since you first noticed this?

To do so on iOS:
1. Navigate to the “Personal” tab
2. Tap the gear icon in the upper-left corner of the screen
3. Select “Clear Cache”

Once this is done then please ensure you log out of the Dropbox application, then restart your device and log back in again.

[edmondcr]

I cleaned the cache and logged out from the app, but the problem is still there. 

[Walter]

Thanks for giving that a go for me @edmondcr 

May I ask if this happens on a web browser as well or if it's just affecting the mobile app?

Also, could you clarify your device's exact OS version and the version of the Dropbox mobile app installed there as well?

Are only mp4 files affected by this or is this happening with other types of files as well? How large are the files in question by the way? 

[edmondcr]

It works perfectly on the website. I think it is the bug of mobile app. My iOS version is 16.6.1 and app version is 346.2.2. Only my mp4 files have problems. The mp4 files are around 40MB to 80MB. Thank you.

[Hannah]

Hey @edmondcr, have you tried uninstalling the app, restarting the device and reinstalling it, to see if it helps?