iphone 11 pro max just won't play my videos

Iphone 11 pro max does not play any videos, including videos posted in FB, YouTube, Whatsapp or even videos shot by own camera ! This is not a n/w or wifi issue, as it happens only with this phone. I have another iphone 8 S , samsung S7 edge, Galaxy tab and numerous laptops connected to the same 5G wifi and no issues ! I have ios 13.4.1, i have done resetting 3 times and a DFU restore, which has not yet resolved the issue. I contacted Apple customer service through numerous chats and call center, but they just can't seem to understand the problem or help. Very frustrated with my experience with a premier flagship phone from a reputable company. I'm regretting my decision to switch to this expensive piece of junk from Apple !

iPhone 11 Pro Max, 13

Posted on Apr 26, 2020 9:37 PM

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3 replies

Apr 28, 2020 3:38 PM in response to debraj1976

Hello debraj1976 and welcome to Apple Support Communities.


I see you are having issues playing videos on your iPhone. You've only said that the device will not play videos from a number of source, not what happens when you try.


Assuming you are using the iCloud Photos service on that device and that the option to Optimize iPhone Storage is selected, the the one commonality in all of the video source you name would be something regarding the network. Try this:


1) Reboot the router. This is a key step with this kind of issue even if other devices are not having an issue connecting.


2) Follow the steps here to forget the network on your iPhone and then reconnect to it.


How to forget a Wi-Fi network on your iPhone, iPad, iPod touch, or Mac - Apple Support


Cheers.

Apr 29, 2020 10:46 AM in response to Leanne_68

Hi Starr,


Thanks for taking out your precious time for reading my problem and trying to provide me a solution. As suggested by you, I tried both the options provided and it still did not work. Even I recorded a short video of 20 secs duration with the iphone with both the front facing and rear facing camera, but I could not play back these videos. Though the videos show the duration as -00:19, it won't play back these videos. A still photo of the first frame is only displayed.


Other issue that I face, is though i can place the calls, I can't hear anything from the other person, nor can the other person hear anything from me, though I see duration of calls. I verified this with placing calls to my wife in the other room ! Also, I switched to a different working SIM card to eliminate the issue of SIM issue. Same with wifi calling.

Luckily, I can use my old android phone to make/place calls.


Steps that I followed before :


  1. Restarted the iphone - it didn't work. same issue persisted.
  2. Reset Network Settings -it didn't work. same issue persisted.
  3. Reset All Settings - it didn't work. same issue persisted.
  4. Did a DFU Restore - it didn't work. same issue persisted.
  5. Did a DFU Restore without backup from my icloud. - This was done to eliminate the possibility of some app or my data interfering with the operation. Still it does not play back videos or can't make regular calls.


I contacted Apple Customer service and they sent me a repair request. I thank you again for trying to help me out in these challenging times .


Thanks,

Debraj


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iphone 11 pro max just won't play my videos

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