So I've been uploading videos to dropbox and suddenly dropbox just stopped allowing me to view the videos on the site. My other videos play fine but the ones I upload now just won't play. Anyone know the cause for this?

I have the same problem ... as this seems to be a known problem and has been affecting people for years, why is it not being sorted out? I've been sending video files via Dropbox for 7 years, then today, out of the blue, everything I send to any customer fails with this error! Every customer has their own IT stuff, so this is affecting every browser, not just my end but everywhere, so no point whatsoever in trying to troubleshoot this end.

I just now shared a DropBox folder with 3 different .mp4s just now. All three movies play just fine in my Quicktime Player V10.4 under OSX 10.13.6. Using the web links and Safari 13.1, one file plays just fine, one file plays a bit then freezes, and one file won't play at all with the familiar ".mp4 files are supported but something went wrong." error message. This problem was first reported to Dropbox by user NoMoreGrid on 07-02-2019 07:10 AM. 9 months later it has not been solved. This is inexcusable. What the hell are you up to Dropbox ? You used to have a product that worked flawlessly and was a joy to use. Please don't force me to use OneDrive or Google Drive.

I fully agree that this should be fixed and FAST! These days there is a huge need in streaming lectures, tutorials, other materials. Since I saw that this issue appeared to me a few times and this small fix worked, I just mentioned it here. Another thing I tried was to re-export again my video in Quicktime. Unfortunately, I did not change any settings whenever I re-exported or made them shorter. This gives me headache too as I need to check the links each time and to waste tons of time for things which should be automatic.

Hi NoMoreGrid, sorry to hear that. Could you please try one of the following steps and see if that does the trick? Try previewing the video from another browser. Navigate to the video preview through an incognito/private browser. Ensure that you’re not running any third party browser extensions. Clear the cache. If you’re still having trouble with this, I can send you a ticket to the email address associated with your Community profile so as to have a more in-depth look on this. Let me know how it goes!

I tried what you told me and it's still not working :'(

MP4 files won't play. ".mp4 files are supported but something went wrong."

46 Replies

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Lusil
Dropbox Staff
6 years ago
Hi NoMoreGrid, sorry to hear that.

Could you please try one of the following steps and see if that does the trick?

Try previewing the video from another browser.

Navigate to the video preview through an incognito/private browser.

Ensure that you’re not running any third party browser extensions.

Clear the cache.

If you’re still having trouble with this, I can send you a ticket to the email address associated with your Community profile so as to have a more in-depth look on this.

Let me know how it goes!
NoMoreGrid
New member | Level 2
6 years ago
I tried what you told me and it's still not working :'(
NoMoreGrid
New member | Level 2
6 years ago
Can you send the ticket?
Lusil
Dropbox Staff
6 years ago
No worries, NoMoreGrid!

I’ve sent you an email (to the one connected to your Community account) so make sure to check your inbox for my latest message and we’ll take it from there.

Cheers!
IEF_work
New member | Level 2
6 years ago
Hi,
I am having the exact same issue.
Can you please help?
Let me know how to get in touch.
Thanks
Lusil
Dropbox Staff
6 years ago
Hey IEF_work, sorry to hear that you’re also having this issue.

If you’ve checked the four points I mention in my first reply to this thread, you can either submit a ticket to our Support team through this link or I can send you one associated with your Community profile.

Let me know how you’d like to proceed!
Robin130
Explorer | Level 3
6 years ago
Having the same issue. Is there a resolution for this? We can play in Chrome, but not IE 11. Thanks,
Lusil
Dropbox Staff
6 years ago
Hey Robin130,

Welcome to the Dropbox Community!

Sorry to hear that you're also having trouble playing .mp4 files on the website - let's see what we can find on this.

As a first step, could you let me know if you're seeing the same behavior on any other browser or an incognito window?

Have you tried clearing the cache, as well as ensuring that you're not running any third party browser extensions?

Let me know how it goes!
Robin130
Explorer | Level 3
6 years ago
I did your four steps and no luck. I can play this in Chrome, just not IE 11
Lusil
Dropbox Staff
6 years ago
Thanks for letting me know, Robin130.

Since the file plays normally on another browser, I'd recommend carrying out a few browser-specific troubleshooting steps, such as ensuring that your browser is up to date and not running any third party plugins or extensions.

I understand that this may not be the ideal reply you were looking for but let me know how it goes and if you have any other questions. :slight_smile:

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MP4 files won't play. ".mp4 files are supported but something went wrong."

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