Error: 'Unable to play the selected file...' occurs when playing files on a WD TV product (Live, Live Streaming, Live Plus, Live Hub)


Issue:

An error stating Unable to play the selected file. Please see the User Manual for a list of supported file formats occurs on a WD TV Live HD Media Player, WD TV Live Streaming Media Player, WD TV Live Plus HD Media Player, or WD TV Live Hub Media Center when attempting to play a video, picture, or audio file.

Cause:

The majority of time when this message occurs it means that you are attempting to play unsupported media. It may also occur if the file your are trying to play has become corrupted.

Solution:

In order to solve this issue, you first need to determine if your files are corrupted or unsupported. Please follow the instructions below to determine if they are corrupted:

  1. Verify you are using the latest firmware on your WD TV product.
  2. Try playing a different file from the same drive. Ideally, choose a file you know has played previously.
  3. If no files will play, unplug the WD TV device, wait 10 seconds and plug it back in. Try playing the same files again.
  4. If the files still will not play, try playing the file on a computer using a media player capable of displaying the codec the file is encoded with.
  5. If the file still does not play then it is most likely corrupted and you should replace the files and check the storage media for damage (If it is a WD external drive, consider running an extended scan in Data Lifeguard Diagnostics for Windows on the drive).

If your files are not corrupted they may be unsupported. Media can be unsupported for reasons including unsupported codecs, unsupported bit-rates, or unsupported resolutions. A list of supported media can be found in Answer ID 2698: List of Compatible Media File Types for WD TV and WD Elements Play.

You can determine which codecs your media is encoded with through various tools, including the freeware mediainfo tool. For more information on this tool please see Answer ID 2745: How to Find Information About Media Files.



In case the answer did not answer your question, you can always visit the WD Community for help from WD users.

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