topic Re: Problem with video playback.... in XZ Series

Problem with video playback....

AncientMuse — Mon, 11 Sep 2017 19:32:02 GMT

Good day all.

My XZ premium is not able to play any video whatsoever. Not even the videos i took with the camera or movies i transfered to the phone. Even if i make a video right now with the camera, all goes well and its recording but it doesnt playback when i press. Its just black screen with blue loading logo going infinetly.

This happened after yesterday when i streamed Netflex wirelessly through a projector. Netflix and all other video apps work fine, but gallery and video default phone apps are stuck on blue logo when i pöay any video.

Re: Problem with video playback....

CameronT — Mon, 11 Sep 2017 23:10:49 GMT

Hi @AncientMuse, Welcome to the community. I am sorry to hear about this

Do you experience the same issue in safe mode?

Re: Problem with video playback....

AncientMuse — Tue, 12 Sep 2017 04:49:21 GMT

Yes, it doesnt play even in safe mode.

Re: Problem with video playback....

AncientMuse — Tue, 12 Sep 2017 19:20:37 GMT

Can anyone please help me or refer me sonewhere i can find solution?

I have been searching but i couldnt find anyone with similar problem.

I use video recording alot for my work and having to deal with 3rd party apps just to watch the videos is cumbersome.

Re: Problem with video playback....

YoGem — Tue, 12 Sep 2017 19:41:14 GMT

@AncientMuse one solution, a bit painful, is to do a backup of your stuff, and then do a software repair using Xperia Companion - For sure something related to the video configuration failed and it's now misconfigured.

Re: Problem with video playback....

AncientMuse — Tue, 12 Sep 2017 20:31:50 GMT

I just backed up the device and tried reinstalling the software. It failed 3 times with anerror message "software repair failed".

Re: Problem with video playback....

CameronT — Wed, 13 Sep 2017 00:18:18 GMT

If Xperia companion is not working correctly there are a few steps that you can try to resolve this.

Try these methods one after the other. Verify after each method whether the problem was solved, before trying the next one.

Try different USB cables and a different USB port in your computer.
Make sure that you have a working Internet access. Visit any website, for example, www.sonymobile.com, to verify that the computer can access the Internet. If that is a problem, please check cable, router or the Internet service provider etc.
Check your firewall and make sure that Xperia Companion is allowed to access the Internet. For instructions, refer to the user guide for the firewall.
Check your proxy settings. If you are trying to update your device when connected to a corporate network, you might be using a proxy. Contact your network administrator for further assistance.
Check that Java is up to date on your computer. https://java.com/en/download/
Restart the computer and try again.
Try a different computer.

If you are still unable to complete this process your Local support team can arrange it for you.

Re: Problem with video playback....

AncientMuse — Wed, 13 Sep 2017 13:41:39 GMT

I just backed up my data via the software and did a factory reset on the phone as it failed to fo it with the software. The problem is solved now, but im not really happy as i have to reninstall bunch of apps related to online banking and enter sensitive details again which is a lengthy process.

But its working now which is a relief.

Re: Problem with video playback....

CameronT — Wed, 13 Sep 2017 23:19:50 GMT

I am happy to hear that it is resolved @AncientMuse, and I'm sorry for the inconvenience this is causing you.