Video will not play for mp4 uploaded files

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Platform Notice: Cloud, Server, and Data Center - This article applies equally to all 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


Last modified on Mar 19, 2021

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