Can't watch videos, please help.

[MontyJ]

I can not watch videos on my Galaxy S20 plus through my web browser, links through articles, FB messenger, discord, You Tube through my browser and most times the APP. I just bought the phone a week ago, It was explained to me by a friend who has the same phone that I need to turn something off.  I've tried factory reset, going through my browser and app security still nothing. It plays the audio sometimes but not the videos.  All it shows is the loading circle and then the play button again and again and again.  Samsung live chat was not helpful either.  Does anyone know whats wrong?

[MontyJ]

I couldn't even watch this video...

[Kinsley]

Hi MontyJ,

Please try to reset the app preferences and then try again. Follow the below steps:

Navigate: Settings >> Apps >> Tap the three dot Menu icon (upper-right) >> Then, Tap Reset app preferences >> Read through the warning >> Then, Tap Reset Apps to confirm.

Get back to us with the result.

[Kinsley]

Also, Boot the phone in Safe Mode and then try to play videos. Follow the below steps:

- Turn off the device.

- Press and hold the Power/Lock key for one or two seconds to turn on the device.

- When the Samsung logo displays, press and hold the Volume down key until the lock screen displays.

When the lock screen displays Safe mode will be shown in the lower-left corner of the screen.

To exit Safe mode, press the Power/Lock key and then tap Restart.

[MontyJ]

I have tried this before, I will try it again now. Here is what I have tried a factory reset, enabling third party cookies and pretty much any security setting in my brower and widgets, changing my video from 1080 to 720. Had Samsung live chat tap into my phone and they couldn't fix it.

[MontyJ]

done the safe mode with Samsung live chat

[MontyJ]

I reset the app preferences and went into my cards and still won't play

[MontyJ]

safe mode doesn't play videos either

[MontyJ]

I'm starting to think Samsung sold me a broken Galaxy S20 plus.

[MontyJ]

I just tried to watch a video through my browser and I'm getting this error message, this any other error messages keep coming up.