Greetings RoseanneH,
Thank you for using Apple Support Communities, it's great to have you here.
We see you reached Apple Support Communities through the resource titled If a media file doesn't open or play on your Mac, iPhone, or iPad - Apple Support. If you haven't yet, we would recommend starting with the information in this article, since it directly discusses this type of concern.
If that doesn't do the trick, go ahead and contact Apple support directly. If support is available in your region, this will let you work directly with an AppleCare Advisor who specializes in resolving this exact type of issue. You can begin by reaching out here: Get Support
We hope this information is helpful!
Have a great day.