All my files in Dropbox are corrupted - "The media could not be loaded" error.

[USHWW]

Can anyone help how to fix this?

[Nancy]

Thanks for your post, @USHWW. Let’s have a look. 

First off, can you clarify where you see this message exactly? Is it on the Dropbox website or somewhere else? 

Can you send a full screenshot of what you see on your end?

Keep me in the loop.

[matthewzammit]

I too keep getting this error randomly. 

first it was with every time my window was bigger than 1920x1080 ... so I've had to resize my window to smaller sizes. 
But now it seems to even happen with this smaller window size. 

[Hannah]

Sorry to hear about this, @matthewzammit.

Are you seeing the same behavior on other browsers as well? And how about private browsing/incognito windows?

[matthewzammit]

I'm only using Chrome, and very difficult to replicate. Happens quite randomly. Now even with smaller resolutions.  
This is one other video example that is not loading recorded a few minutes ago 

https://capture.dropbox.com/8kL4eBYpKz7ERLnf 

Maybe you can look in the backend what's wrong with it. 

I love Dropbox Capture, but this error is making me lose too much time at this point. Having to record the same thing multiple times. Can't use it if it's not reliable. 

[Hannah]

Hey Matthew, I understand that you're only using Chrome, but is it possible to try from another browser or just an incognito window, to see if the behavior is the same?

[matthewzammit]

Opening capture.dropbox.com on Chrome Incognito, and Safari still shows the files as corrupted --> not sure if that's what you wanted to see exactly (?)

Attached screenshots of what' I'm seeing, with multiple corrupted files. I've deleted many others previously.

Let me know if you'd like me to test something else or provide more info. 

 

 

[Hannah]

Thanks for the update, Matthew.

Are you possibly turning your camera on, or are you doing anything differently compared to the videos that do load?

What's the video resolution? Is it the same for all the capture videos?

And if you try to load the same videos from your Capture folder locally, do they load?

[matthewzammit]

Replies below... let me know what else we can do to get to the bottom of it. 
I can't seem to find anything specific that always triggers it. 

Are you possibly turning your camera on, or are you doing anything differently compared to the videos that do load?

Camera is off for 99% of videos. But I've had recordings with the camera on that worked. I don't think that's the issue. It feels random. Mostly larger resolutions and longer videos are the ones that fail.

What's the video resolution? Is it the same for all the capture videos?

I'm' on 32" 4k monitor. I resize my browser window to 1920x1080. I'm only recording browser windows. Anything bigger than 1920x1080 nearly almost always fails. 

And if you try to load the same videos from your Capture folder locally, do they load?

No, they still can't be opened from the Capture folder. Screenshot attached with the 3 corrupted files.

[Megan]

In that case, can we send you an email in order for us to have a closer look into this @matthewzammit?