Hello and thank you for reaching out!
Sorry you are having this issue!
When playing a video, make sure it is in an appropriate format. More info: http://bit.ly/JQvX6T
You may also want to explore the Play Store for 3rd party options that allow you to play different format types.
If the video was sent via messaging (MMS): First, you may want to check with your service provider to make sure you are able to receive MMS. To use this feature, you may need to subscribe to your service provider's message service. You're MMS also may not be downloading correctly because of the size limitations set by the carrier side. For example, if you send a larger message from your device, such as 1,000 KB, to another device with another carrier that has a limitation of 600 KB, your message may not appear as normal. More info: http://bit.ly/JQqQmY
If this is a recent problem, I suggest removing recent apps and files you have added to your phone that may be to blame. You may also want to try clearing the cache. A soft reset, or pulling the battery for about 2 minutes, may also help.
If you need additional assistance please contact us again via twitter, facebook or support form: http://on.fb.me/sLqKwT
(Please remember to include your contact information, you do not need a FaceBook account).
Thank you and have a great day!
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answered 1 year, 6 months ago