Media troubleshooting, Cannot open media files | Blackberry 3980228

User Guide

Media

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Media troubleshooting

I cannot play a song or video on a web page

Your BlackBerry® device might not support the size or file format of the song or video file.

I cannot open media files

Try performing the following actions:

•If you are trying to open a media file on your BlackBerry® device and your device is connected to your computer, disconnect your device from the computer or turn off mass storage mode.

•If you are trying to open a media file on your computer using mass storage mode, verify that you have closed the media manager tool of the BlackBerry® Desktop Manager.

•If you are trying to open a media file on your computer using the media manager tool of the BlackBerry Desktop Manager, verify that mass storage mode is turned off on your device.

•If you encrypted the media files on your media card using an encryption key that your device generated and you are trying to open an encrypted media file using your computer or a device other than the BlackBerry device that you used to encrypt the file, insert the media card into the BlackBerry device that you used to encrypt the file. In the memory options, change the Encryption Mode field to None or Security Password.

Related topics

Turn off mass storage mode, 102

Encrypt the files in the device memory and on a media card, 101

My device does not recognize my media card

Try performing the following actions:

•Verify that your media card is inserted in your BlackBerry® device correctly. For more information about inserting a media card into your device, see the printed documentation that came with your device.

•In your media card options, if there is message to format your media card, disconnect your device from your computer. Turn off mass storage mode. Format the media card. Turn on mass storage mode.

Related topics

Turn off mass storage mode, 102

Format the device memory or a media card, 101

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Blackberry 3980228 manual Media troubleshooting, Cannot play a song or video on a web, Cannot open media files

Contents

User Guide SWD-454228-0604041553-001 Contents 105 125 169 202 226 265 BlackBerry basics shortcuts ShortcutsPhone shortcuts Message shortcuts Attachment shortcuts Camera and video camera shortcuts Media shortcutsBrowser shortcuts Calendar shortcuts Typing shortcuts Search shortcutsMap shortcuts User Guide Phone basics Phone Switch applications during a call Dial using numbers or lettersMake a call when the device is locked Place a call on hold Emergency calls About using a headsetAbout emergency calls Make an emergency call Adjust the volume VolumeChange the default volume for calls Improve sound quality during a call Speed dial Voice mail Dial an extension using a voice command Make a call using a voice commandCheck a status using a voice command Voice dialing Set the matching sensitivity level for voice commands Turn off choice lists for voice commandsTurn off voice prompts Set playback options for voice dialing Improve voice recognition of numbers Conference callsAbout conference calls Make a conference call Speak privately with a contact during a conference call Call logsDisconnect a contact from a conference call Leave a conference call Add notes to a call log View call logs in a message listChange call log notes Send a call log Call forwarding Call waitingTurn on call waiting About call forwarding Add a call forwarding phone number Change a call forwarding phone numberDelete a call forwarding phone number Call blocking Change the call blocking passwordAbout call blocking Block calls About fixed dialing Fixed dialingTurn on fixed dialing Add a contact to your fixed dialing list Smart dialing Set the default country code and area codeChange a contact in your fixed dialing list Delete a contact from your fixed dialing list Set options for dialing extensions TTY supportAbout TTY support Turn on TTY support Multiple phone numbers Switch the active phone numberPhone options About multiple phone numbers Hide or display your phone number when you make calls Sort phone numbers or contacts on the Phone screenTurn off the prompt that appears before you delete items Reset a call timer Stop ending calls when you insert your device in the holster Cannot make or receive calls Phone troubleshootingMy phone number appears as Unknown in the phone application Cannot check my voice mail Cannot make calls using a voice command Some features are not available on my deviceCannot make a conference call Messages Message basicsComposing messages Add a signature Sending messagesDelete the disclaimer from an email message Create a link for a PIN Send an SMS text message Send a PIN message Reply to a message Send an MMS messageForward a message Resend a message Managing messages Email message basics Email messagesView messages in a specific folder Delete a message Delete the original text from a reply message File an email messageAdd, change, or delete an email message folder About email message filters Email message filters Options for email message filters Create an email message filter Turn on an email message filter Change an email message filterPrioritize email message filters Delete an email message filter Email message optionsCheck spelling automatically before sending email messages Set an out-of-office reply View email messages in plain text format Request delivery or read confirmation for email messagesStop loading pictures in Html email messages Hide filed email messages Stop forwarding email messages to your device Receive only the first section of long email messages About PIN messages PIN messagesFind your PIN Send a PIN message SMS text message basics SMS text messagesAbout SMS text messages Find your SMS phone number Turn off AutoText for SMS text messages Options for SMS text messagesView more of the history in SMS text messages Store SMS text messages on your SIM card Cell broadcasting Set a wireless network type for sending SMS text messagesAbout cell broadcasting Turn on cell broadcasting Rename a cell broadcast channel Stop receiving messages from a cell broadcast channel MMS message basics MMS messagesAbout MMS messages Find your MMS phone number Attach a media file to an MMS message MMS message attachmentsAttach a contact or appointment to an MMS message Add an appointment to your calendar from an MMS message Add a contact to your contact list from an MMS message MMS message optionsSave a media file from an MMS message Request delivery or read notification for an MMS message Stop receiving MMS messages when roaming Message list optionsBlock MMS messages Change how a message list displays messages Set how long your device stores messages About multiple message lists Hide the new or unopened message indicatorUse one message list or multiple message lists Hide sent messages Add a contact to your allowed sender list Block incoming messages Reset a blocked message counter MIME-protected message basics MIME-protected messagesAbout signing and encrypting messages Sign or encrypt a message Download the certificate used to sign or encrypt a message Attach a certificate to a messageAdd a certificate from a message Add a certificate from an attachment Digital signature indicators for S/MIME protected messages Attachment indicators in S/MIME-protected messagesMIME-protected message status View the certificate used to sign or encrypt a message MIME-protected message options Encryption status indicatorsCheck the status of a certificate or certificate chain Change your signing or encryption certificate Change the default signing and encryption option Change the default message classificationAbout message classifications Change the size of S/MIME indicators in messages Cannot open an attachment in an encrypted message MIME-protected message troubleshooting PGP protected message basics PGP protected messagesEncrypt a PGP protected message with a pass phrase Attach a PGP key to a message Download the PGP key used to sign or encrypt a message Attachment indicators in PGP protected messagesAdd a PGP key from a message Add a PGP key from an attachment Digital signature indicators for PGP protected messages PGP protected message statusView the PGP key used to sign or encrypt a message Change your signing and encryption key PGP protected message options Change the encryption algorithms for PGP protected messages Change the size of PGP indicators in messages PGP protected message troubleshooting Message troubleshooting Cannot send messagesAm not receiving messages Cannot file email messages Cannot send SMS text messagesAm not receiving SMS text messages Message or attachment does not appear or is truncated Some messages no longer appear on my deviceHtml email messages do not appear correctly Some email message folders appear dimmed Cannot attach a file to an MMS message Cannot turn on cell broadcasting Attachment basics AttachmentsAbout attachments Open an attachment Open a link in an attachment Stop downloading an attachmentView properties for an attachment Set font options for an attachment Documents View the table of contents in a documentSpreadsheets View tracked changes in a document Switch worksheets View the content of a cellView a list of worksheets Change the size of a column Presentations Media files Zoom in to or out from a slide VCard contact attachmentsSave a slide About vCard contact attachments Attachment troubleshooting Skipped content bar appears in a documentQuestion mark appears on a slide Take a picture Camera and video cameraPan a picture Zoom in to or out from a picture Camera and video camera options Record a videoChange the picture size Set picture quality Apply a color effect to pictures or videos Change the location for storing pictures or videos Cannot save pictures or videos Camera and video camera troubleshootingFlash dims or turns off Some pictures that I take are blurry Media Transferring and downloading media filesAbout transferring media files Save a song or video from a web Receive a media file using Bluetooth technologySend a media file Download a ring tone Download a Home screen background Playing media files and recording voice notesPlay a media file Play a song or video on a web Pause a media file Amplify the volumeFast-forward or rewind a media file Play the next or previous song in a category Improve sound quality for media files Keep backlighting on when you play a video Playlists Managing media filesAbout playlists Create a standard playlist Repeat a playlist Create an automatic playlistRename a playlist Delete a playlist Change the amount of memory available for media files View properties for a media fileRename a media file Move a media file Delete a media file Viewing picturesView a picture Use a picture as the Home screen background View pictures by name Change the number of seconds between slides in a slide showZoom in to or out from a picture Pan a picture Managing pictures Move a picture Media card and mass storage mode optionsDelete a picture or picture folder About media cards View the amount of available memory Format the device memory or a media cardAbout file encryption Encrypt the files in the device memory and on a media card Turn off mass storage mode Turn off the mass storage mode promptTurn off media card support Cannot play a song or video on a web Media troubleshootingCannot open media files My device does not recognize my media card Lock the device Browser Browser basicsBrowsing web pages Refresh a web Move back or forward a webSave a web page to a message list Stop loading a web Viewing, copying, and forwarding addresses Viewing pictures and playing media files Browser bookmarksAbout bookmarks for web pages Add a bookmark for a web Send a bookmark for a web Change a bookmark for a webDelete a bookmark for a web Add a bookmark folder for web pages File a bookmark for a web Web feedsRename a bookmark folder for web pages Delete a bookmark folder for web pages Listen to web feed content View web feed contentSubscribe to a web feed Mark a web feed title as opened or unopened Browser options Change the default browser viewFile a web feed Delete a web feed Change JavaScript options Change options for pictures and animation on web pagesChange display options for web pages Change font options for web pages Set the character encoding for all web pagesClear a browser cache About browser configurations Set the default browser configurationClear the browser history About TLS Browser securityAbout Wtls Manage browser security Wtls options Add a trusted content server About browser push Browser pushTurn off browser push Browser push options Browser shortcuts Browser troubleshooting Cannot set up automatic synchronization for bookmarksNo browser is available on my device Set the date and time Date, time, and alarm Set options for bedside clock mode Turn on bedside clock modeChange the clock face Display a second time zone Silence the alarm Turn on the alarmChange alarm notification options Use the stopwatch Change timer notification options Set the timerDate, time, and alarm troubleshooting Time on my device is incorrect Personal organizer ContactsContact basics View a contact Add a pause or a wait to a phone numberChange a contact Delete a contact About custom ring tones Customizing contactsAssign a ring tone to a contact Add a caller ID picture for a contact Delete the caller ID picture for a contact Mailing listsAbout mailing lists Create a mailing list Multiple contact lists Sort contacts or tasks Contact list optionsChange the display options for contacts Turn off the prompt that appears before you delete items Contact troubleshooting CalendarCalendar basics Schedule an appointment quickly in Day view Schedule a meetingRecurrence fields Open an appointment, meeting, or alarm Schedule an alarmDelete an appointment, meeting, or alarm Switch days in Day view View your calendar when responding to a meeting MeetingsRespond to a meeting invitation Change the list of participants for a meeting Check availability of meeting participantsSend an email message to all meeting participants Contact a meeting participant About conference calls Conference call meetingsCreate a conference call meeting from your device Create a conference call meeting from your computer Change the default reminder time for calendar entries Change the default calendar viewCalendar options Enter a conference call meeting Change the snooze time for reminders Change the start and end time for daysView tasks in a calendar Change the first day of the week Change how long your device stores calendar entries Hide free time in Agenda view Multiple calendars Calendar shortcuts Change the default calendar Calendar troubleshooting TasksTask basics Change the status of a task Change a taskHide completed tasks Send a task or memo Delete a task Task list options Memo basics MemosView the number of tasks or memos stored on your device Create a memo Delete a memo Memo list options About categories CategoriesCreate a category for contacts, tasks, or memos Categorize a contact, task, or memo Calculator Notification basics Notification profiles Delete a notification profile Change a notification profilePrevent notification during calls Silence your device Turn off Bluetooth connection notification LED notificationLED notification Turn on wireless coverage notification Custom notificationAbout custom notification Change the order of notification profile exceptions Change a notification profile exceptionDelete a notification profile exception About custom ring tones Notification profile troubleshootingAssign a ring tone to a contact My device is vibrating more times than expected Typing basics Typing Set the default currency symbol Cancel a text selectionSet the cursor speed Turn on key tones Typing input methods Switch typing input methodsChange the typing input language Arabic and Russian typing input methods Spelling checker Korean typing input methodCheck spelling Correct spelling quickly while you type Correct spelling while you typeCheck spelling automatically before sending email messages Change options for checking spelling Change a word in the custom dictionary Custom dictionaryDelete a word from the custom dictionary About the custom dictionary Stop adding items to the custom dictionary automatically About AutoText AutoTextCreate an AutoText entry Turn off AutoText for SMS text messages Change an AutoText entry Delete an AutoText entryUndo an AutoText change Cannot check spelling Typing troubleshooting Language Switch typing input methods Change the input options for SureType technologyChange the voice dialing language Change the shortcut for switching typing input languages Turn off the shortcut for switching typing input languagesChange the display options for contacts Some characters do not appear correctly on my device Language troubleshooting Display and keyboard BacklightingDisplay options Change the display font Set owner informationAbout organizing applications Add an application folder Move an application icon Change an application folderHide an application icon Delete an application folder Keyboard options Turn off trackball soundsAssign an application to a Convenience key Themes Display troubleshooting Accessibility options Assign a different application to the key 175 Messages, attachments, and web pages SearchSearch for messages Search criteria Search for messages by contact or subject Manage message search results View a list of saved searches Change a saved searchDelete a saved search Search for organizer data Organizer dataSearch for contacts in your organizations address book Manage contact lookup results Search shortcuts Delete email messages over the wireless network Reconcile email messages over the wireless networkSynchronization About synchronization About synchronization conflicts Synchronize organizer data over the wireless network Manage email reconciliation conflicts Prerequisites Restoring data over the wireless networkManage data synchronization conflicts About backing up and restoring device data Delete all device data Synchronization troubleshooting Delete email messages over the wireless network Bluetooth technology basics Bluetooth technology Share contacts with a paired Bluetooth enabled car kit Switch to a paired Bluetooth enabled device during a call Bluetooth technology options Rename a paired Bluetooth enabled deviceDelete a paired Bluetooth enabled device Change the pairing name for your BlackBerry device Restrict outgoing callsMake your BlackBerry device discoverable Turn off the prompt that appears when connecting or pairing Turn off a Bluetooth profileBluetooth profiles Turn off automatic reconnection to Bluetooth enabled devices Cannot type a passkey on a Bluetooth enabled device Bluetooth technology troubleshootingMy list of paired Bluetooth enabled devices does not appear Cannot pair with a Bluetooth enabled device About GPS technology GPS technologyGet your GPS location Turn off location aiding Cannot use GPS technology GPS technology troubleshooting Map basics Maps View points of interest on a map View a list of points of interest near a locationTrack your movement Show or hide a layer on a map Maps bookmarks Navigation Delete a bookmark for a location or route Change a bookmark for a location or routeAdd a bookmark folder for locations or routes File a bookmark for a location or route Set the GPS receiver that you use to track your movement Map optionsClear the map cache View status information at the top of a map View north at the top of a map Keep backlighting on when you track your movementHide the tracking information at the bottom of a map Geotag pictures that you take Maps troubleshooting View a geotagged picture on a mapDiagonal lines appear on a map BlackBerry Messenger Turn on invitation passwordsAdd a contact Respond to an invitation Groups Conversations Send a file to a contact Add an emoticonSend a voice note to a contact Send a vCard contact attachment View conference participants Start a conferenceCopy a conversation Clear a conversation Availability Receive notification when a contact becomes available Show when you are listening to an audio file Applications Switch applicationsAdd an application View properties for an application About updating the BlackBerry Device Software View the size of an application database Update the BlackBerry Device Software Cannot add applications Application troubleshooting Find information about wireless coverage indicators Wireless network coverageTurn off a wireless connection About wireless coverage indicators Turn on wireless coverage notification Change the order of preferred wireless networks About the preferred wireless network list Turn off data service Switch wireless networks manually Verify the status of network connections and servicesAbout roaming About connecting to a Wi-Fi network Wi-Fi connection settingsConnect to a Wi-Fi network About Wi-Fi profiles Imsi Change the order of Wi-Fi profiles Prevent your device from connecting to a Wi-Fi network Switch Wi-Fi networks manuallyDelete a Wi-Fi profile Install a root certificate on your computer Advanced Wi-Fi connection settings Change a Wi-Fi profileWi-Fi profile connection options Wi-Fi profile security options Wi-Fi profile IP and DNS options UMA connection settingsAbout connecting to a Wi-Fi network for UMA Change your preferred network type Wireless network coverage troubleshooting Cannot connect to a wireless networkCannot connect to a Wi-Fi network Cannot synchronize a certificate Power, battery, and memory Format the device memory or a media card View the amount of available memoryBest practice Optimizing your device performance 228 About the SIM card phone book SIM cardAdd a contact to your SIM card Copy contacts from your SIM card to your contact list Change a SIM card contact Delete a SIM card contactStore SMS text messages on your SIM card Protect your SIM card with a PIN code About SIM card securityChange the SIM card PIN code Change the display name for a phone number Security basics Security Set a limit for device password attempts Password keeperAbout the password keeper Add a password to the password keeper View a password in the password keeper Set criteria for randomly generated passwordsChange a password in the password keeper Hide passwords in the password keeper Change the password keeper password Delete a password from the password keeperCopy a password Prevent password copying Encryption About content protection Protect your device data Set content protection strengthAbout encryption keys Generate an encryption key About content compression Memory cleaningAbout memory cleaning Turn on memory cleaning Certificates Certificate basicsDownload a certificate from an Ldap certificate server Certificate properties View properties for a certificate Send a certificate View one type of certificate in the certificate listDelete a certificate View the certificate chain for a certificate Certificate status Certificate status indicatorsChange the trust status of a certificate Revoke a certificate Certificate options Certificate revocation reasonsChange the display name for a certificate Add an email address to a certificate Certificate shortcuts PGP keys Download a personal PGP key from the PGP Universal Server Download an updated PGP key from an Ldap certificate serverView properties for a PGP key PGP key properties Send a PGP key Delete a PGP keyClear the PGP data cache Check the revocation status of a PGP key PGP key status PGP key status indicatorsChange the trust status of a PGP key Revoke a PGP key PGP key options Change the display name for a PGP key PGP key revocation reasons PGP key shortcuts Add a certificate server Certificate serversChange connection information for a certificate server Connection options for Ldap certificate servers Connection options for Ocsp and CRL servers Key storesSend connection information for a certificate server Delete a certificate server Change the key store password Synchronize the key store password with the device passwordChange when your device deletes the key store password Change the refresh rate for certificate revocation lists Turn off automatic backup of key store data About two-factor authentication About using a smart card with your deviceTurn on two-factor authentication Smart cards About smart password entry Turn off smart password entryImport a certificate from a smart card Switch smart password filters Prerequisites Using authentication certificatesUse a certificate to authenticate your smart card Turn off notification for smart card connections Software tokensAbout software tokens Change the PIN for a software token on your device Change the user name and password for a VPN profile VPN settingsAbout VPN profiles Prerequisites Logging in to a VPN Verify security software About security self-testsThird-party application control Change the software token for a VPN profile Reset connection permissions for third-party applications Turn on safe modeSet permissions for a third-party application Interaction permissions for third-party applications Connection permissions for third-party applications Data permissions for third-party applications Security troubleshooting Cannot unlock my device using my smart cardCannot download a certificate Service books Service books and diagnostic reportsAbout service books Accept a service book Diagnostic reports Wi-Fi diagnostic reports Set a default recipient for diagnostic reportsCannot run or submit a diagnostic report Submit a Wi-Fi diagnostic report About Wi-Fi diagnostic reportsInclude advanced data in Wi-Fi diagnostic reports Set a default recipient for Wi-Fi diagnostic reports Click Save 269 BrickBreaker About BrickBreakerBrickBreaker capsules BrickBreaker scoring Adjust the volumePlay BrickBreaker Set the paddle speed Check the high scores on the BrickBreaker web site Submit a score to the BrickBreaker high score web site ADN Glossary EAP-SIM MMS SHA WML 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