My Video Only Plays Sound With No Picture

[deewheeler7]

It was working great & now it sends the sound only.  The Video doesn't show up.  What can I do?

[Nancy]

Thanks for posting this here, @deewheeler7. 

Which Dropbox platform are you experiencing this on? 

Feel free to send me a screenshot of what you see too, and I’ll take a look.

Keep me in the loop.

[deewheeler7]

My MacBook Air is what I'm using.  I transfer the video, but there is sound with no picture.  It used to work great.  What can I adjust to make it work?  I would rather speak to a person.  My number is [email removed as per Community Guidelines]

[Megan]

Hey @deewheeler7, how exactly did you transfer the video?

Did you use the desktop app, to sync it from the website locally to the device, or by downloading it from your account online? 

Also, keep in mind that you can see your Support options by visiting this page. 

[deewheeler7]

I had used this transfer before, but this time while emailing it again from Dropbox it showed the video.  Then as it played the picture went away & it only had sound.

[deewheeler7]

It went through perfectly on WeTransfer.  I called Apple Support & they said there is a problem on your end.

[Megan]

Hey @deewheeler7, just to make sure we're on the right page here: did you use a File Transfer?

If so, have you tried previewing it from a different video player?

If I were you, I'd also visit this page, in order to delete the transfer and re-create it, if possible of course. 

To delete a transfer from your list, you can click the ‘…’ button to the right of the transfer’s name and delete the transfer.