Photo Libraray Videos Issue

I am experiencing a problem with my iPhone 13 Pro running on iOS 16.6 (20G75). Specifically, I am unable to play my recorded videos in the Photo Library. Interestingly, after restarting the phone, the issue seems to be temporarily resolved, but over time, the same problem reoccurs. I am seeking suggestions for a solution to fix this issue.

iPhone 13 Pro

Posted on Aug 10, 2023 9:46 PM

Reply
Question marked as Top-ranking reply

Posted on Aug 12, 2023 8:22 AM

Hey there Amer-iPhone,


We'd like to help get your videos working when you need them, and not just some of the time. Let's rule out some possible causes, along with learning more about what's happening:


  1. You mentioned that a restart works, but only temporarily. What exactly occurs when you tap the play button on any video, and when did it first start to occur? The more details you provide, the better we'll understand what's happening.
  2. Do you currently have iCloud Photos enabled? You can check under Settings > Your Name > iCloud > Photos. If this is enabled, you will need to be connected to Wi-Fi or cellular data to access and play the videos.



Cheers!

4 replies
Question marked as Top-ranking reply

Aug 12, 2023 8:22 AM in response to Amer-iPhone

Hey there Amer-iPhone,


We'd like to help get your videos working when you need them, and not just some of the time. Let's rule out some possible causes, along with learning more about what's happening:


  1. You mentioned that a restart works, but only temporarily. What exactly occurs when you tap the play button on any video, and when did it first start to occur? The more details you provide, the better we'll understand what's happening.
  2. Do you currently have iCloud Photos enabled? You can check under Settings > Your Name > iCloud > Photos. If this is enabled, you will need to be connected to Wi-Fi or cellular data to access and play the videos.



Cheers!

Aug 12, 2023 9:01 AM in response to Amer-iPhone

Give this a try: boot into Safe Mode according to How to use safe mode on your Mac and test to see if the problem persists. Reboot normally and test again.


NOTE 1: Safe Mode boot can take up to 3 - 5 minutes as it's doing the following; 

• Verifies your startup disk and attempts to repair directory issues, if needed

• Loads only required kernel extensions (prevents 3rd party kernel/extensions from loading)

• Prevents Startup Items and Login Items from opening automatically

• Disables user-installed fonts 

• Deletes font caches, kernel cache, and other system cache files


NOTE 2: if you have a wireless keyboard with rechargeable batteries connect it with its charging cable before booting into Safe Mode. This makes it act as a wired keyboard as will insure a successful boot into Safe Mode.


Aug 12, 2023 10:11 AM in response to 1ssmith

First of all, thanks for reply, yes restart works, but only temporarily. Whenever I press the play button on a video, it behaves like a static image. I'm not entirely certain when it initially began, but what I do recall is that even after two IOS updates, the problem was temporarily resolved.

Currently, I've turned off iCloud Photos since my iPhone has 256 GB of storage, whereas on iCloud I have only 5 GB.

This thread has been closed by the system or the community team. You may vote for any posts you find helpful, or search the Community for additional answers.

Photo Libraray Videos Issue

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.