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avadoodle's avatar
avadoodle
Explorer | Level 3
3 years ago

Videos supposedly export to my computer but cannot be played outside of Dropbox

I have a series of MP4 videos shared with me via Dropbox and I am able to play them no problem within Dropbox, but when I try to export any of them to my laptop or phone it takes several minutes with a progress bar as if the system is actually processing information and creates a newly downloaded file but then I try to open said file (have tried via both the "Movies & TV" and "Windows Media Player" apps) and, nothing. Just a blank black screen. Pressing Play has no effect. The only indication that any information about the video content has translated over is that it does have the correct run time listed at the bottom. Furthermore, the data size of these saved files is just as big as the originals viewable in Dropbox.

 

It won't allow me to save these videos in MOV format because it says there is not enough space in my Dropbox. But I am not at all confident that purchasing additional Dropbox space would solve this issue, since MP4 should work too.

 

Thanks for your help!

  • Walter's avatar
    Walter
    Icon for Dropbox Staff rankDropbox Staff

    Hey avadoodle, sorry to hear you're having issues with this.

     

    Can you please go through the steps you take to export those files to your devices and, if possible, send us a screenshot of the error you get when trying to preview them locally?

     

    This will help us assist further.

    • avadoodle's avatar
      avadoodle
      Explorer | Level 3

      Hi Walter,

       

      I just open up the video and then click the download button (have tried doing this both directly from the originally shared file owned by someone else, and from the same file saved to my own Dropbox, with the same results). There is no error message when I attempt to preview the locally downloaded videos--they simply do not play, and the screen is black instead of showing a still image of the start of the video. (But the run time is listed and the file size is accurate.)

       

      Thanks,

      Ava

      • Hannah's avatar
        Hannah
        Icon for Dropbox Staff rankDropbox Staff

        Sorry to jump in here, avadoodle, and happy Monday.

         

        What is the size of those files?

         

        Also, are you only using Dropbox through the website or do you have the desktop application installed as well?

         

        If so, are you able to play the files directly from the Dropbox folder on your computer?

  • I wonder if you could try play the .mp4 files in another player app?

    I use VLC when nothing else works...

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I have a series of MP4 videos shared with me via Dropbox and I am able to play them no problem within Dropbox, but when I try to export any of them to my laptop or phone it takes several minutes with a progress bar as if the system is actually processing information and creates a newly downloaded file but then I try to open said file (have tried via both the \"Movies & TV\" and \"Windows Media Player\" apps) and, nothing. Just a blank black screen. Pressing Play has no effect. The only indication that any information about the video content has translated over is that it does have the correct run time listed at the bottom. Furthermore, the data size of these saved files is just as big as the originals viewable in Dropbox.

 

It won't allow me to save these videos in MOV format because it says there is not enough space in my Dropbox. But I am not at all confident that purchasing additional Dropbox space would solve this issue, since MP4 should work too.

 

Thanks for your help!

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I have a series of MP4 videos shared with me via Dropbox and I am able to play them no problem within Dropbox, but when I try to export any of them to my laptop or phone it takes several minutes with a progress bar as if the system is actually processing information and creates a newly downloaded file but then I try to open said file (have tried via both the \"Movies & TV\" and \"Windows Media Player\" apps) and, nothing. Just a blank black screen. Pressing Play has no effect. The only indication that any information about the video content has translated over is that it does have the correct run time listed at the bottom. Furthermore, the data size of these saved files is just as big as the originals viewable in Dropbox.

 

It won't allow me to save these videos in MOV format because it says there is not enough space in my Dropbox. But I am not at all confident that purchasing additional Dropbox space would solve this issue, since MP4 should work too.

 

Thanks for your help!

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Videos supposedly export to my computer but cannot be played outside of Dropbox","moderationData":{"__ref":"ModerationData:moderation_data:617052"},"body":"

Hey avadoodle, sorry to hear you're having issues with this.

\n

 

\n

Can you please go through the steps you take to export those files to your devices and, if possible, send us a screenshot of the error you get when trying to preview them locally?

\n

 

\n

This will help us assist further.

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Hi Walter,

 

I just open up the video and then click the download button (have tried doing this both directly from the originally shared file owned by someone else, and from the same file saved to my own Dropbox, with the same results). There is no error message when I attempt to preview the locally downloaded videos--they simply do not play, and the screen is black instead of showing a still image of the start of the video. (But the run time is listed and the file size is accurate.)

 

Thanks,

Ava

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Sorry to jump in here, avadoodle, and happy Monday.

\n

 

\n

What is the size of those files?

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Also, are you only using Dropbox through the website or do you have the desktop application installed as well?

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If so, are you able to play the files directly from the Dropbox folder on your computer?

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I wonder if you could try play the .mp4 files in another player app?

\n

I use VLC when nothing else works...

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