Video will not play for mp4 uploaded files
Platform Notice: Cloud and Data Center - This article applies equally to both cloud and data center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Playing a video mp4 file from a page will result in audio-only. The video will be frozen on the first frame.
Environment
Using any of the following browsers:
Chrome
Edge
Firefox
Diagnosis
Inspecting the file we can see that the video is using codec HEVC/H265.
Cause
As per https://caniuse.com/?search=H.265 most of the modern browsers (except Safari) do not support H.265 codec.
Solution
Switch to the supported H.264 for video encoding as per https://caniuse.com/?search=H.264
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