2 Replies
Brian Dennis

The video is likely encoded in a video format not supported. MP4 is simply a container for a mix of video and audio tracks. The tracks themselves need to be formatted in a supported format for playback.

Wikipedia has a good (if technical for some people) write up about codecs

https://en.wikipedia.org/wiki/Video_codec

Mostly likely you will need to reformat the video (or audio stream); a process called transcoding

Christie Pollick

Hi, Ash -- Thanks for reaching out and sorry to hear of your troubles! I know I have seen a similar message here with respects to FLVs, so feel free to take a look at that information, and you may also find the discussions here and here to be of interest. 

Please let us know if that helps or if you still need additional assistance, and we'll see what more we can do!