Can't play mp4 H.264 videos from shared albums

Question

Level 1

15 points

Can't play mp4 H.264 videos from shared albums

Anyone having issues with videos uploaded to shared albums. Videos do not play. Seems to be only mp4 videos with H.264 codec. Just started happening in the last few days. This effects all these type of videos I loaded to my shared albums. If I load a new video taken from my phone (HVEC) it works fine, but when I load videos converted from AVI to mp4 and H.264 they do not play. I get an error that says "Unable to load video. An error occurred while loading a higher quality version of this video?

I have videos loaded back in August that played fine until the past few days.

Posted on Nov 5, 2023 05:43 PM

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Answer 1

krockit Author

Level 1

15 points

Nov 6, 2023 03:49 AM in response to LD150

I already did.

Sorry, should have said that before.

I spent a couple of hours on the phone with them last night with no solution.

Their suggestion was to upgrade my phone to 17.1. I did not that did not resolve the issue.

I didn't think it would since this issue affects videos that were uploaded a long time ago and used to play and it is not only on my phone, but also on other devices and from the public website for the shared album.

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Answer 2

LD150

Level 10

95,619 points

Nov 6, 2023 03:45 AM in response to krockit

Report the problem to apple

https://apple.com/feedback

making sure you state the exact iOS version in the problem text because the dropdown is probably out of date

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Answer 3

LD150

Level 10

95,619 points

Nov 6, 2023 12:47 AM in response to krockit

Do they play from your personal library?

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Answer 4

krockit Author

Level 1

15 points

Nov 6, 2023 03:31 AM in response to LD150

Yes.

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Answer 5

Eliz452

Level 1

13 points

Nov 6, 2023 04:01 AM in response to krockit

Yes, same exact problem. Discovered it yesterday.

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Answer 6

LD150

Level 10

95,619 points

Nov 6, 2023 06:13 AM in response to krockit

There seems to be problem or conscious limitation with iCloud shared resources not device OS

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Answer 7

LD150

Level 10

95,619 points

Nov 6, 2023 07:08 AM in response to Eliz452

Eliz452 wrote:

Yes, same exact problem. Discovered it yesterday.

Despite krokit’s opinion, your reply is only “helpful” if you also report it to Apple.

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Answer 8

Eliz452

Level 1

13 points

Nov 6, 2023 07:56 AM in response to LD150

Um, it may be helpful to Krockit to know they are not alone? But since you asked so nicely, yes, I did report it to Apple as well.

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Answer 9

krockit Author

Level 1

15 points

Nov 6, 2023 09:08 AM in response to Eliz452

EXACTLY! Always nice to know you are not alone. I will be speaking with Apple support later today and can report that other people are having the same issue.

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