What can I do if Synology Photos mobile app doesn't play videos?

Details

If you cannot play videos with Synology Photos on your mobile device, the problem is most often caused by format incompatibility or certificate errors. This article helps troubleshoot the issue.

Resolution

Fix the certificate error

If you see a certificate error when playing videos, refer to this article for detailed instructions.

Check the supported formats of your mobile device

Refer to the specifications of your mobile device to check the video format compatibility. If the format of your videos are not supported, they cannot be played.

Install third-party players for Synology Photos app

Synology Photos mobile app uses media players on mobile devices to play videos. Try installing third-party applications with wider support (e.g., MX Player¹/VLC for Android or DS file/VLC for iOS), and play the video again.

Convert the videos to a more common format

If your videos were recorded with super high resolution/FPS or are in HEVC/H.265 format, they may not be widely supported. You can refer to this article and convert them to a more common format.

Notes:

If you do not see a prompt that shows a list of playback options when MX Player is installed, you can reset the app to default. Please go to Android Settings > App & notifications > See all apps, tap the Menu button at the upper-right corner, and tap Reset app preferences.

Further reading

How do I stream videos smoothly via Video Station/DS video?
Why can't I play videos with DTS or EAC3 audio format on Video Station?
I can't play videos via Video Station/DS video. What can I do?

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