Media troubleshooting, Cannot open media files | Blackberry 8520

User Guide

Media

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, 100

My device is not using the correct ring tone or wallpaper

If you are using a ring tone or wallpaper picture that you encrypted in the device memory or on the media card using your BlackBerry® device password and you reset your device, unlock your device.

Related topics

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Blackberry 8520 manual Media troubleshooting, Cannot play a song or video on a web, Cannot open media files

Contents

User Guide SWD-693131-0825025122-001 Contents 105 126 170 203 227 267 Shortcuts BlackBerry basics shortcutsPhone shortcuts Attachment shortcuts Message shortcuts Media shortcuts Camera and video camera shortcuts Calendar shortcuts Browser shortcuts Typing shortcuts Search shortcutsMap shortcuts User Guide Phone basics Phone Switch applications during a call Dial using numbers or lettersMake a call when your 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 Change the voice dialing language Turn off choice lists for voice commandsTurn off voice prompts Set playback options for voice dialing Conference calls Set the matching sensitivity level for voice commandsImprove voice recognition of numbers About conference calls Speak privately with a contact during a conference call Create a phone number link for a conference callDisconnect a contact from a conference call Leave a conference call About call logs Call logsView call logs in the messages application Add notes to a call log Send a call log Call waitingDelete call log notes Turn on call waiting About call forwarding Call forwardingForward calls Add a call forwarding phone number Change a call forwarding phone number Call blockingDelete a call forwarding phone number About call blocking Fixed dialing Change the call blocking passwordBlock calls About fixed dialing Turn on fixed dialing Add a contact to your fixed dialing listChange a contact in your fixed dialing list Smart dialing Set the default country code and area codeDelete a contact from your fixed dialing list About smart dialing Multiple phone numbers TTY supportAbout TTY support Turn on TTY support Phone options Switch the active phone numberTurn on dialing from the Lock screen Sort phone numbers or contacts on the Phone screen Turn off the prompt that appears before you delete items Hide or display your phone number when you make calls Reset a call timer Cannot make calls using a voice command Phone troubleshootingCannot make or receive calls My phone number appears as Unknown in the phone application Cannot make a conference call Some features are not available on my device 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 message classification Change the default signing and encryption optionChange the size of S/MIME indicators in messages About message classifications Press the Menu key Click Save PGP protected messages MIME-protected message troubleshootingPGP protected message basics Cannot open an attachment in an encrypted message Attach a PGP key to a message Encrypt a PGP protected message with a pass phraseDownload the PGP key used to sign or encrypt a message Add a PGP key from a message Digital signature indicators for PGP protected messages Attachment indicators in PGP protected messagesPGP protected message status View the PGP key used to sign or encrypt a message Change your signing and encryption key PGP protected message options Change the size of PGP indicators in messages Change the encryption algorithms for PGP protected messages PGP protected message troubleshooting Message troubleshooting Cannot send messagesAm not receiving messages Cannot send SMS text messages Cannot file email messages Some messages no longer appear on my device Am not receiving SMS text messagesMessage or attachment does not appear or is truncated Html email messages do not appear correctly Email message filters are not working correctly Cannot turn on cell broadcastingCannot attach a file to an MMS message 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 and synchronizing 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 media file on a web Pause a media file Amplify the volume using the audio boost featureFast-forward or rewind a media file Play the next or previous song 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 Save a picture Managing picturesSort pictures Hide album art from picture folders Move a picture Media card and mass storage mode optionsDelete a picture or picture folder About media cards About file encryption View the amount of available memoryEncrypt the files in the device memory and on a media card Turn off media card support Turn off the prompt for mass storage mode Turn off mass storage mode My device is not using the correct ring tone or wallpaper Media troubleshootingCannot play a song or video on a web Cannot open media files Lock your 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 About bookmarks for web pages Browser bookmarksAdd a bookmark for a web Change a bookmark for a web Add a bookmark folder for web pages Delete a bookmark for a webFile a bookmark for a web Rename a bookmark folder for web pages Web feeds View web feed contentDelete a bookmark folder for web pages About web feeds Mark a web feed title as opened or unopened Listen to web feed contentChange a web feed File a web feed Browser options Change the default browser viewChange the home page or start Change JavaScript options Change display options for web pages Change font options for web pagesSet the character encoding for all web pages About browser configurations Clear a browser cacheClear the browser history Browser security Set the default browser configurationAbout TLS About Wtls Wtls options TLS options Browser push Add a trusted content serverAbout browser push Turn off browser push Browser push options Browser troubleshooting Cannot set up automatic synchronization for bookmarksNo browser is available on my device Cannot play a song or video on a web 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 LED notification for wireless coverage 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 trackpad soundsAssign an application to a Convenience key Themes Display troubleshooting Accessibility options 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 technologyAbout Bluetooth technology Turn on Bluetooth technology Connect to a paired Bluetooth enabled device Switch to a paired Bluetooth enabled device during a callShare contacts with a paired Bluetooth enabled car kit Delete a paired Bluetooth enabled device Rename a paired Bluetooth enabled device Change the pairing name for your BlackBerry device Bluetooth technology optionsRestrict outgoing calls Make your BlackBerry device discoverable Turn off a Bluetooth profile Turn off the prompt that appears when connecting or pairing Bluetooth profiles Bluetooth technology troubleshooting Cannot type a passkey on a Bluetooth enabled deviceMy list of paired Bluetooth enabled devices does not appear Cannot share contacts with a paired Bluetooth enabled device 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 Keep backlighting on when you track your movement Hide the tracking information at the bottom of a mapGeotag 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 LED notification for wireless coverage Change the order of preferred wireless networks About the preferred wireless network list User Guide Verify the status of network connections and services Switch wireless networks manuallyWi-Fi technology About roaming and international roaming About connecting to a Wi-Fi network Connect to a Wi-Fi networkAbout Wi-Fi profiles Imsi Security options for Wi-Fi profiles Switch Wi-Fi networks manually Change the order of Wi-Fi profilesPrevent your device from connecting to a Wi-Fi network Delete a Wi-Fi profile Install a root certificate on your computer Advanced Wi-Fi connection settingsChange a Wi-Fi profile Wi-Fi profile connection options VPN UMA connection settings Wi-Fi profile IP and DNS optionsAbout connecting to a Wi-Fi network for UMA Cannot connect to a wireless network Wireless network coverage troubleshootingCannot connect to a Wi-Fi network Change your preferred network type 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 229 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 indicators Certificate statusChange the trust status of a certificate Certificate revocation reasons Revoke a certificate Certificate options Change the display name for a certificateAdd 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 PGP key status PGP key status indicators Check the revocation status of a PGP keyChange the trust status of a PGP key Revoke a PGP key PGP key revocation reasonsPGP key options Change the display name for a PGP key 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 Send connection information for a certificate serverDelete a certificate server Synchronize the key store password with the device password Change the key store passwordChange when your device deletes the key store password Key stores Change the refresh rate for certificate revocation lists Turn off automatic backup of key store data About using a smart card with your device About two-factor authenticationSmart cards Import a certificate from a smart card Turn on two-factor authentication Turn off smart password entry About smart password entrySwitch smart password filters Prerequisites Using authentication certificates Turn off notification for smart card connections Use a certificate to authenticate your smart card Software tokens VPN settings About security self-tests Change the user name and password for a VPN profileLog in to a VPN Change the software token for a VPN profile Verify security software Reset connection permissions for third-party applicationsThird-party application control About permissions for third-party applications Turn on safe mode Set permissions for a third-party applicationConnection permissions for third-party applications Interaction permissions for third-party applications Cannot unlock my device using my smart card Security troubleshootingData permissions for third-party applications Cannot download a certificate User Guide 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 271 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 Rtsp SMS 279 Legal notice BlackBerry Curve 8520 smartphone model number RCG41GW 280 User Guide