Unsupported media content cannot be streamed directly or transcoded and must be downloaded and viewed using a 3rd party Media Player.
In most cases, the media is either not supported, ripped, pirated, contain multiple audio streams or has been converted from an unsupported media source.
Converted, ripped and pirated media files are not supported. Only the native Codec is supported.
- For a list of media Codec and Levels supported by My Cloud Home and My Cloud Home Duo, please refer to Answer ID 1755: My Cloud Home Video Transcoding Support
To obtain more information about media files, please refer to Answer ID 15310: Steps to Find EXIF Information About Photo and Media Files
| Mobile and Desktop Web Browsers (Windows - macOS) |
Click here for Instructions |
| My Cloud Home Mobile Apps (Android - iOS) |
Click here for Instructions |
| Alternate 3rd Party Media Players | Click here for Instructions |
Web Browsers
Web Browser Video Streaming Support Matrix
Please refer to the table below for a list of"Video Streaming" containers & codecs supported in the My Cloud Home Web App and Browsers using Transcoding or Pass-through (Direct Play).
|
Container (vcodec/acodec) |
Chrome |
Firefox |
Safari |
iOS Safari |
iOS Chrome |
Android Chrome |
IE/Edge |
|||||||
|
|
Transcoding |
Direct |
Transcoding |
Direct |
Transcoding |
Direct |
Transcoding |
Direct |
Transcoding |
Direct |
Transcoding |
Direct |
Transcoding |
Direct |
|
MOV (mjpeg/aac) |
✔ |
|
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
|
|
MOV (h265/aac) |
✔ |
|
✔ |
|
✔ |
|
✔ |
|
✔ |
|
✔ |
|
✔ |
|
|
MKV (h264/aac) |
✔ |
|
✔ |
|
✔ |
|
✔ |
|
✔ |
|
✔ |
|
✔ |
|
|
MP4 (h264/aac) |
✔ |
✔ |
✔ |
✔ |
✔ |
|
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
|
MP4 (h265/aac) |
✔ |
|
✔ |
|
✔ |
|
✔ |
|
✔ |
|
✔ |
|
✔ |
|
|
M4V (h264/aac) |
✔ |
|
✔ |
|
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
✔ |
|
✔ |
|
|
M3U8 + mpegts (h264/aac) |
✔ |
|
|
|
✔ |
|
✔ |
|
|
✔ |
✔ |
|
|
|
IMPORTANT:
The following Containers (vcodec/acodec) are not supported.
- WEBM (vp8/opus)
- WEBM (vp9/opus)
- AVI
- WMV
- ISMV (Microsoft smooth streaming)
macOS Safari
- Media Content Fails To Play
Unsupported media files will not play.
Solution: Use a different media player or browser.
- Audio/Video Tracks Out of Sync
Out of sync media files are not corrected when playing.
Solution: Use a different media player or browser.
- Resolution Change During Playback
Video playback starts from the beginning after the transcoding resolution selector is changed from the original resolution to another.
Solution: Use a different media player or browser.
- Poor Playback Quality
AC3 or DTS audio may not play properly (dropped / skipped frames) due to network instability or laggy playback due to client player (direct stream) audio decoding
Solution: Use a different media player or browser.
- Go Pro Content Takes a Long Time to Play
High bandwidth Go Pro media files (HEVC @ 60fps) cannot be transcoded.
The full video must be downloaded before it will start playing.
Solution: Wait for the content to download.
- Video Window Doesn't Close
when a video finishes playing, the windows does not exit automatically.
Solution: Close the video windows manually.
- Shaky or Jittery Media Playback
Higher bit rate encoded videos may not result in a smooth playback in macOS Safari.
The issue is not caused by network bandwidth limitations or My Cloud Home.
Solution: Use a different media player or browser.
- Media Content Plays with a Black Image
Media files not natively supported by macOS or iOS will display a black image while playing.
Solution: Use a different media player or browser.
Microsoft Edge and IE
- Media Content Fails To Start
Unsupported media files will not play.
Please refer to Answer ID 18257 Videos Do Not Play in Microsoft Internet Explorer or Edge on My Cloud Home
Solution: Use a different media player or browser.
- Audio/Video Tracks Out of Sync
Out of sync media files are not corrected when playing.
Solution Use a different media player or browser.
- Go Pro Content Takes a Long Time to Play
High bandwidth Go Pro media files (HEVC @ 60fps) cannot be transcoded.
The full video must be downloaded before it will start playing.
Solution: Wait for the content to download.
- Windows 7 and IE 11
Media content play can be inconsistent on Windows 7 and IE 11 browser.
Solution: Use a different media player or browser.
Mozilla Firefox
- Media Content Fails To Play
Unsupported media files will not play.
Solution: Use a different media player or browser.
- Audio/Video Tracks Out of Sync
Out of sync media files are not corrected when playing.
Solution: Use a different media player or browser.
- Video Window Doesn't Close
When a video finishes playing, the windows does not exit automatically.
Solution: Close the video windowsmanually.
- Go Pro Content Takes a Long Time to Play
High bandwidth Go Pro media files (HEVC @ 60fps) cannot be transcoded.
The full video must be downloaded before it will start playing.
Solution: Wait for the content to download.
- Media Content Takes a Long Time to Start Playing
High bandwidth media files (1080p or higher @ 30fps) may result in degraded performance when using Firefox.
Solution: Use a different media player or browser.
- Media Content Pauses During Playback
High bandwidth media files (1080p or higher @ 30fps) may result in degraded performance when using Firefox.
Solution: Use a different media player or browser.
- Video Play Stops After 1 Second
- Windows - after clicking the play icon, the video will stop playback after 1 sec and play icon is again visible.
Clicking the play icon again will commence video play
Solution: Use a different browser. - macOS - after clicking the play icon, the audio will stop after 1 sec and video playback continues without audio.
Clicking the play icon again may start the audio.
Solution: Use a different browser.
- Firefox on Android
Unable to play some.mp4 and .mov files.
Solution: Use a different media player or browser.
Google Chrome
- .MP4 Full Screen to Normal Screen - Chrome Android
While Switching from Normal screen to Full screen the orientation of .mp4 videos changes.
Solution: Use a different browser.
- Media Content Fails To Play
Unsupported media files will not play.
Solution: Use a different media player or browser.
- Audio/Video Tracks Out of Sync
Out of sync media files are not corrected when playing.
Solution: Use a different media player or browser.
- iPhone X created HEVC H.265
Media plays with black screen but audio is playing
Solution: Disable AdBoacking extentions of disable Hardware Acceleration in Chrome Settings.
My Cloud Home Mobile Apps
My Cloud Home Mobile App Media Matrix
Please refer to the table below for a list of containers & codecs supported in the My Cloud Home Mobile App on Android and iOS using Transcoding or Pass-through (Direct Play).
|
Container (vcodec/acodec) |
iOS |
Android |
||
|
Transcoding |
Direct |
Transcoding |
Direct |
|
|
3GP (video/mp4) |
✔ |
✔ |
✔ |
✔ |
|
MOV (mjpeg/aac) |
✔ |
✔ |
✔ |
✔ |
|
MOV (h265/aac) |
✔ |
✔ |
✔ |
✔ |
|
MKV (h264/aac) |
✔ |
✔ |
✔ |
✔ |
|
MP4 (h264/aac) |
✔ |
✔ |
✔ |
✔ |
|
MP4 (h265/aac) |
✔ |
✔ |
✔ |
✔ |
|
M4V (h264/aac) |
✔ |
✔ |
✔ |
✔ |
|
M3U8 + mpegts (h264/aac) |
✔ |
✔ |
✔ |
✔ |
IMPORTANT:
The following Containers (vcodec/acodec) are not supported.
- WEBM (vp8/opus)
- WEBM (vp9/opus)
- AVI
- WMV
- ISMV (Microsoft smooth streaming)
My Cloud Home Mobile App - iOS
- Media Content Fails To Play
Unsupported media files will not play.
Solution: Use a different media player or browser.
- Audio/Video Tracks Out of Sync
Out of sync media files are not corrected when playing.
Solution: Use a different media player or browser.
- Media Content Plays with a Black Image
Media files not supported by macOS or iOS will display a black image while playing.
Solution: Use a different media player or browser.
- Slow Motion Media Content Fails To Play
Slow Motion movies do no play at all or suffer from choppy playback..
Solution: Use a different media player or browser.
- Black Screen Displayed for Images
Image types not supported may appear as a black screen when opened.
Solution:Download the image for viewing.
My Cloud Home Mobile App - Android
- Media Content Fails To Play
Unsupported media files will not play.
Solution: Use a different media player or browser.
- Audio/Video Tracks Out of Sync
Out of sync media files are not corrected when playing.
Solution: Use a different media player or browser.
- Unable To Play Media File With Dual Audio Streams
Media files with more than two audio streams do not play properly.
Solution: Use a different media player.
- Black Screen Displayed for Images
Image types not supported may appear as a black screen when opened.
Solution: Download the image for viewing.
- Video Play/Pause on Anddroid 5.x Phones
Video content deos not continue Playback once Paused on Android 5.x mobile phones.
Solution: Upgrade to Anroid 6.x or higher or use a different media player.
