Why does one drive say “we can’t save this video” when I try to save a mp4 video file from my one drive to my IOS

This is also happening on my iPhone 13 ProMax - for the record I have over 156GB of free space remaining on my phone.

Running IOS 17.3.1 with all other apps on the phone updated to the latest release.

I ran into the issue for the first time yesterday - been importing videos from the iOS app for months with zero issues

I rebooted the phone - no fix. Changed, removed and restored photo permissions - no fix.

I've reset OneDrive in settings, then uninstalled it, rebooted the phone - waited overnight - installed it again, logged back in, no fix - still won't save (went through the motions to download it again, but choked at the end and couldn't save).

Rebooted, tried again - won't even attempt to download it, just says can't save.

Videos are in .mp4, h.264 video/wav audio, tried 4 different videos from 38mb up to 276mb and none of them will save in the photo gallery.

I can see them in onedrive, I can see them in 0365 app as well (no option to download from there - should be added).

Having the same issue suddenly as of today. I upload clips from xbox direct o onedrive ever since they removed clips from the windows xbox app. Been downloading them to my phone with zero issues until today. the issue is as described by the original poster. Strangely, I can view the video in another app and edit it, etc. just can't download it to my phone from onedrive suddenly. ****?

Has microsoft found a fix for this yet? it's incredible how they seem to break things every time they update.

I’m getting the same message. Same device. None of the troubleshooting suggestions worked for me either. My case may be slightly different. The video is 2.2Gb and was converted from a .mkv file before uploading it to One Drive.

I haven’t found a fix, but a workaround that worked for me was to save to files first (Share -> Save to Files), then upload it to a new iMovie project (iMovie allows you to import from files). Once it was in iMovie it allowed me to save it to my photos. (Share video-> Save video)

It’s not ideal, but it’s a quick workaround if you need to get a video into your iOS photos.

Hello daniel,

Thank you for posting in Microsoft Community.

I understand that you need have troubles with saving video from OneDrive. Just to set your expectations, we have limited tools to check your account, subscription, and service details in the community and if this happens to a specific file, highly possible the files is corrupted.

Let me ask you this:

• I'd like to know what @domain and who hosts your email account. Example @domains: Gmail.com, Yahoo.com Outlook.com/Hotmail.com
  • Can I find out if the account is for work/school use or personal use (Hotmail/Outlook.com)?

It’s frustrating when a video you’ve edited doesn’t save to your iPhone as expected. Let’s troubleshoot this issue together. Here are some steps you can try:

• Check Video Format Compatibility:
  • Ensure that the video format is compatible with your iPhone. Common formats like .MOV and .MP4 should work fine. If your video is in an unsupported format, consider converting it to a compatible one using a video converter tool.
• Check Storage Space:
  • Even though your phone has plenty of storage, it’s worth verifying that there’s enough space available for the video. Sometimes, a lack of storage can prevent videos from saving. You can check this by going to Settings > General > iPhone Storage.
• Restart Your iPhone:
  • Sometimes, a simple restart can resolve minor glitches. Try turning off your iPhone and then turning it back on.
• Check iCloud Settings:
  • If you use iCloud Photos, ensure that your video isn’t set to Optimize iPhone Storage. If it is, your video might be stored in iCloud rather than on your device. To change this setting, go to Settings > [Your Name] > iCloud > Photos and select Download and Keep Originals.
• Third-Party Apps:
  • Consider using third-party apps specifically designed for saving videos. For example, you can search the App Store for an app like Any Video Saver that allows you to download and save videos directly to your device.
• Check for App-Specific Issues:
  • If you’re using a specific app to edit or save videos, check if there are any known issues with that app. Sometimes, app updates or compatibility issues can cause problems.
• Reinstall the TV App (if relevant):
  • Although you mentioned having trouble reinstalling the default TV app, it’s worth trying again. Search the App Store for TV or Videos and see if you can find and install it. This app is essential for managing videos on your iPhone.

Remember that troubleshooting can be a process of trial and error. If one solution doesn’t work, move on to the next. Hopefully, one of these steps will help you save your edited video successfully! 

Regards,

Prince R

Microsoft Moderator

Hello Andy,

Thanks for the response.

Looks like we exhausted all necessary troubleshooting and in Community, we have limited tools on this, so what I can recommend to have this reported and investigated to our dedicated team which is OneDrive in app team as they have specialized tools to check on this issue.

I'd love to answer your question, but it seems like it's beyond our experience. It's more complex than what we usually discuss here in the community. To get exactly the information you need, we have a dedicated group of experts called Support in the OneDrive app. They are the experts who specialize in these types of concerns.

To get in touch with them, you can click on this link: https://onedrive.live.com/?action=feedback. This will direct you to OneDrive, and a form will appear to send OneDrive support via email.

Hope you understand.

Regards,

Prince R

Microsoft Moderator