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New Contributor
Posts: 7
Registered: ‎05-29-2013
My Device: Blackberry Bold 9780
My Carrier: O2

"The video portion of the media being played uses a unsupported format" message

Hi, I downloaded a video from my laptop and then put it on my BB and I get the message: 
"The video portion of the media being played uses a unsupported format"

 

There's sound being played, but the video isn't showing up. I've tried researching what the problem is but I couldn't find an answer. 

Elite II
Posts: 7,974
Registered: ‎06-01-2012
My Device: Curve
My Carrier: BSNL

Re: "The video portion of the media being played uses a unsupported format" message

Hello Boop471

 

Welcome to BlackBerry Support Forums

 

First try a Battery Pull restart by removing the battery while your device is Powered on , wait for a min. then reinsert it back , after reboot please check again.

 

Or check this doc regarding Supported audio and video file format for  your Bold 9780 Supported audio and video file formats . It may be possible that the file or the video you transfered to your BlackBerry is corrupt . 

 

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New Contributor
Posts: 7
Registered: ‎05-29-2013
My Device: Blackberry Bold 9780
My Carrier: O2

Re: "The video portion of the media being played uses a unsupported format" message

I just tried that, still get the same message. The file format is mp4 so it should work and the video works fine on other mobile devices.
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Elite II
Posts: 7,974
Registered: ‎06-01-2012
My Device: Curve
My Carrier: BSNL

Re: "The video portion of the media being played uses a unsupported format" message

Hi Boop471

 

 

Is it happening with every mp4 fies that you transfer on your device or with that particular file ? 

 

Try another video and see what happen.

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If Problem Resolves mark the post(s) as " Solution ", so that other can make use of it.