Unable to load video / An error occurred while loading a higher-quality version of this video

I am still currently having the same trouble with my videos and even deleted them to restore. Apple can you fix this because this is nerve-wrecking.

yes! I just checked and it indeed seems that the problem is with h264 videos… tomorrow I’ll call them…

Nope. They can’t fix this. I have contacted apple support about this…

Here is your solution go to the photo/video that will not load and tap the edit button in the top right from there it should load and fix your problem.

I’m having this problem as well. Videos I made in iMovie and then added to a shared album are showing this error for all users. Including me. Even though I can view the Same videos from my local albums.

I am seeing the same problem too.

If I put a mp4 / H.264 video in my shared folder it won't play. effects new uploads as well as older videos in shared folder that have been there for months and played just fine until the last week.

When did this start?

My problems started sometime between Monday Oct 30 and Friday Nov 3. The same videos played with out problems on Sunday Oct 29.

Is it affecting all videos of the same file type and codec in your shared library?

It seems like Apple has changed something , maybe not supporting mp4 and H.264 anymore.

Going to experiment with higher FFS. My videos are only 10 FFS.

I agree it is a bug, or a change to the supported media types that has not been communicated.

I started at chat at Official Apple Support and eventually was transferred to a senior support engineer and we had a phone call to discuss the problem. I would recommend doing the same so that they know it impacts more users.

on many of my older photos and videos, i get the „Unable to load video“ pop-up as mentioned in the title. I tried everything fixing it: i forced a restart of the iphone, i‘m up to date with the software, i have 70GB free to use storage, i toggled the „favorite“ butten on and off, disconnected the photos galery from icloud and turned it back on, turned on „download and keep originals“, but nothing works. Do you have an idea how to solve this?

Apple support, what a joke. Won't even look at the issue until I apply 17.1.1 to my iPhone.

Told them that the problem is visible from the shared album public link when viewed from any other device or computer.

It has nothing to do with the phone.

seems everyone is going through this. Just happened to me right now but only with newer videos. I cant send them via text or edit them. When i try to view them the video pauses like 3 seconds in.

I did send the videos to my ipad via airdrop and the videos play just fine on my ipad. Tried sending the videos back to my phone but they still wont load on my phone. I have plenty of storange and didnt make any changes in my settings so idk whats wrong

its stuck in “syncing items to icloud”

i have this problem also. My iphone 13 is updated, phones storage is ok. Icloud videos won’t load(most of them). This is annoying, I mean we are paying customers, 200T storage and I’d prefer it would work as promised but… do you guys have any update on this..?

My videos are working.

My problem was not related t o the iPhone or iOS as Apple wrongly suspected. This was a problem with the Shared Album storage or the way it played the videos. The problem was limited to MP4 H.264 videos that I had converted from AAVI files and loaded onto my iPhone and then placed oi the Shared Album.

I knew it was not an issue with the iPhone as the videos would not play from the shared album public website link. This issues was reproduceable across multiple devices and also Widows PCs.

After multiple calls with Apple support they said they reported it to the developers and a couple of days later all videos started working again.

I would contact support and report your issue. I started with a chat and eventually it got escalated and I talked to a person.

Update. I Called apple support. They didn’t know whats up with this. They said i should check my icloud.com and check are videos there. I did check it but looks like videos on icloud.com dont show before 2021. So tomorrow I will call them again and say that my videos before 2021 are not visible in icloud.com. This is really worrying. But then again I know that they are not all gone because some of the videos do work. But most of my videos before 2021 get this error message. This is a icloud problem and this sucks!! Again, network works fine, there is free strorage on my iphone and I have latest Ios installed. This is fairly new problem i think this problem started about 1-2 months ago…

Thanks for talking to support. That is the only way that these types of issues will be addressed.

Is there anything different about the videos that play and don't play.

I found my issue only was with MP4 videos with the H.264 codec.

Any videos recorded on my phone with HEVC codec did not have the issue.