Video is only playing sound, why?

[Webby057]

I have a video that will only play the sound can anyone help me please.

[Jay]

Hi @Webby057, thanks for bringing this to our attention.

Are you experiencing this on the Dropbox site, the mobile app, or when viewing the file on your computer?

Which device and OS are you running?

This will help me to assist further!

[Webby057]

I only use the mobile app it was ok then i shared it , again ok, few months layer went back to it now only the sound plays.

[Hannah]

Sorry to jump in here, @Webby057.

Can you clear the Dropbox app's cache on your phone, to see if that helps?

[Webby057]

60 years old and wouldn't have a clue how to do it 🙄🤣

[Hannah]

Hehe, no worries! Are you on an iOS or an Android device?

[Webby057]

Samsung s 22 android. I hope ive not lost it 🙈

[Jay · Accepted solution]

Does the video play normally when you download the file to your computer from the Dropbox site?

On the phone, could you try marking the file as offline first, and then try to play it?

[Webby057]

Just tried it and yes it does....
Thank god 👏👏
Will not try my phone
Thank you.

[Jay]

No worries, glad to have helped out. Enjoy the rest of your week!