Video Unsupported

Hello Lisa,

Thanks for reaching out! 

For video related issues, try using a tool like Handbrake to re-encode your video to see if this helps. Here's a helpful video that I found which shows how to use Handbrake for re-encoding. 

If the issue persists, would you be willing to upload a copy of your video file here or in private by opening a support case so we can take a look at what's happening? We'll delete it as soon as we're done testing!