My video files have no audio after I downloaded them. Any ideas what's happening?

[milco]

just downloaded movies, but there's no sound, help!

[Jane]

Hey there (@milco), sorry to hear about that; rest assured that I’m here to help you on that as much as possible. 

As an initial point of reference, can you please clarify whether you’ve synced your movie to your desktop / or you’ve downloaded it directly from our website? Could you also let me know of the file extension? I’m wondering if you can’t load the sound on your video locally because it can’t be loaded on the application you’re using to open it on your device. Have you tried with opening the file in question using a different application perchance? 

Just so as to determine the best next steps for you, I’d appreciate it if you could include a step-by-step description, as well as a screenshot of any error messages you’re getting when you’re facing this issue (omitting personal info), so as to better determine what's happening. 

Once I have these details, I’ll try to address your initial inquiry in a bit more depth & thanks in advance for taking a bit of your time to explain matters!

[madonnaswanson]

I have the same issue - downloading files from dropbox (I am on Surface using Chrome) and when I download it plays WITHOUT audio.  I can stream it fine.

[Jane]

Hey there (@madonnaswanson), are you facing this issue with a specific file/filetype? Are you getting any error messages when you’re trying to open your file locally by any chance? 

Any detail you could include on this discussion would be very helpful & rest assured that I’m here to help as much as possible. Thanks! 

[Joey Camilleri]

Hello

I'm also having the same issue with an MP4 from. When I view the file either from the dropbox folder on my laptop or after I download the file from dropbox, the video will play with no sound.  However, I can hear the audio when viewing the file in a browser.

Any support on this will be great. 

[Walter]

Hi @Joey Camilleri; welcome to our Community and happy Monday!

It sounds like your media player is having an issue with previewing the file's whole content; could you check for any missing codecs or maybe try another program to open the mentioned file(s)? 

Let me know how it goes Joey! 

[dylansays]

Having a similar issue, and have been for many months with dropbox. 

When I transfer an mp4 file through Google Drive it downloads and plays perfectly on quicktime.

When I transfer the exact same file on dropbox the download has sound drops all the way through...

What gives. The people I work with have asked me to stop using your service...

[Joey Camilleri]

Thanks @Walter 

I'm not sure what codecs are or how to check for missing codecs. Once I download the file from dropbox I did open it with another media player however same issue, no sound.

Thanks

[Walter]

Thanks for the update on this @Joey Camilleri!

Audio and video codecs are used by applications on your devices to open your files.

A simple web search for a codec pack for the app you're using to open the mentioned files should help in this case. Once you find and install this, try to view the problematic file again.

Let me know how it goes! 

[Joey Camilleri]

Thanks,

I don't think this is Dropbox issue as I had the same issue using Google Drive.

I will explore your recommendation. Thanks