Unable to view videos

[NickiLou]

I am able to record videos but am unable to view them. I am also unable to view any vidoes other people send me. Can anyone please help? Simple advise would be greatly appreciated.

[Jake-SonyXperia]

Hi NickiLou,

Welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.

Can you please advise what happens when you try view a recording on the device?

[NickiLou]

Hi there,

Thanks for the quick response. Basically nothing happens when I press the play button.

Nicki

[Jake-SonyXperia]

Are you able to power the device in to Safemode and then test playing the videos for me?

http://talk.sonymobile.com/t5/FAQ/How-to-boot-your-phone-into-safe-mode/m-p/348008#U348008

[NickiLou]

Hi Jake,

I put it into safe mode and it still won't play the videos, they are there and seem to load but when I push the play button nothing happens.

Nicki

[Jake-SonyXperia]

Can you try clearing the data from the following apps.

Settings > Apps > All > Album and Movies > Clear data > Restart your phone 

Once done then try playing the videos.

[NickiLou]

tried that and they still won't play. Thanks for all your help so far.

[Jake-SonyXperia]

That's unfortunate, the only option I can really suggest would be a software repair on the handset. See the instructions below.

Make sure to back up the handset before performing this task.

1. Download the PC Companion software from PC Companion and install it on your PC.

2. Install and open PC Companion then select Support Zone.

3. Phone Software Update.

4. Start.

5. Repair Phone

6. Continue

7. Accept data removal

8. Next

9. Wait for prepare

10. Select Phone

11. Follow the connection steps 

[NickiLou]

Thank you so much!!! It is working now, can't thank you enough for all your assistance and for making it easy for me to understand

Nicki

[Jake-SonyXperia]

That's great news, im glad I could help resolve this issue for you