We are aware of the issue with the badge emails resending to everyone, we apologise for the inconvenience - learn more here.

Forum Discussion

dschuett's avatar
dschuett
Explorer | Level 4
5 years ago

Videos don't play in Vault on mobile app

I have a few mp4 videos in my vault that will not play. I get the following error: "Couldn't connect to Dropbox. Please check your internet connection and try again." However, if I copy one of the sa...
Android
Dropbox Vault
Error Messages
Mobile
Preview
sort
  • PeterL66's avatar
    PeterL66
    5 years ago
    problem seems solved! Great!!
dschuett's avatar
dschuett
Explorer | Level 4

Yes, I do get the error message as soon as it is previewed. If I have the same video outside of the vault, It has the play button displayed and I am able to play the video. I have discovered if I click the boxed-arrow icon at the bottom of the preview, I can choose an app to play the video. However, I would expect it to play just as it does outside the vault.

 

Lusil's avatar
Lusil
Icon for Dropbox Staff rankDropbox Staff
5 years ago

Thanks for your swift reply, dschuett. 

 

Just to make sure that we cover as much initial troubleshooting as possible, could you also try clearing the Dropbox mobile app's cache? 

  • dschuett's avatar
    dschuett
    Explorer | Level 4
    5 years ago

    I just cleared the app cache and issue still persists.

    • Lusil's avatar
      Lusil
      Icon for Dropbox Staff rankDropbox Staff
      5 years ago

      Thanks for trying that out for me, dschuett. 

       

      Could you have a look at your Support page to see your options for contacting our team? 

About View, download, and export

Need support with viewing, downloading, and exporting files and folders from your Dropbox account? Find help from the Dropbox Community.

Need more support

If you need more help you can view your support options (expected response time for an email or ticket is 24 hours), or contact us on X or Facebook.

For more info on available support options for your Dropbox plan, see this article.

If you found the answer to your question in this Community thread, please 'like' the post to say thanks and to let us know it was useful!