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Can't play any audio files on iPad on one device

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Brock Smith

One of my users is having an issue accessing our audio files (Both mp3 and mpeg4). We can pull up the folders and files, but the audio won't play. After trying to load, it just says it can't play this file every time.

My audio files work on every device I have tried except her iPad. She is running iOS 14.6. I have tried it on my 2 iPads which are running 14.3 and 12.4.9. Both work perfectly. Any ideas why hers may not be working? Thanks

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3 comments

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  • France

    Hi Brock, 

    Welcome to the Box Community!

    Sorry to hear about the trouble playing audio files on one of your user's devices.

    Can you have the user try uninstall and then reinstall the Box for iOS app, and then retry this again?

    Should the issue persists, kindly have the affected user submit a ticket to our support team to further investigate.

    Best,

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  • Brock Smith

    Hello. I may try installing the app on her iPad but she isn't currently using the app, but only using Safari. I was also using Safari on the other iPads I tried.

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  • France

    Hi Brock, 

    Has the user tried clearing her browser cache and see if that helps resolve the issue for her?

    If she continue having issue on this, please have the affected user submit a ticket to our support team for further investigation and troubleshooting tips.

    Best,

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