Hello,
I’ve two phones - 7 and a 11pro - and the same problem on both.
the videos play on iCloud on my desk top - but not on the phones. Tried the app and iCloud.com - they look like they are going to open but stay grey and have a play button crossed out. I’ve refreshed - turned off iCloud - restarted my phone- don’t have it in low battery mode - It’s v frustrating as I can’t get videos on my phone any way!
any help would be appreciated
Hey Alexobvs,
Thanks for posting your question in Apple Support Communities.
There are several things that could be the cause of your issue here. First, it would be best to investigate how the video was uploaded to iCloud. Was this a video that was taken on one of your devices or was it imported into iCloud through another method?
The playback button with the line through it means that the video cannot be played or may be corrupted. This could be because the video format is not compatible to be played on iPhone or mobile devices.
Some things to try would be to restart your iPhones, check for updates, and if necessary try re-uploading the video to iCloud.
You can find steps on how to restart your device using this article: Restart your iPhone.
Best Wishes.
Videos not playing from iCloud on phone
