Fixing video problems on Samsung phones


If you see the message 'Can't Play Video' when you try and watch one from your Gallery, these steps will help get it fixed.

Resetting your app preferences


The first thing to try is resetting your app preferences. When you do it, you can then choose which video player you want to use for playing videos, and it will normally fix the problem.

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From your Home screen, tap the Settings icon.


Tap Application Manager or Apps.


Tap the three dots in the top-right corner of the screen, then tap reset app preferences.

Try playing the video again, and if it still doesn't work, try the next fix.

Removing or reinstalling the Google+ app


'Google+' is a social network made by Google, and you might have the app on your phone. It can cause some problems with videos, so you should remove it if you don't use it, or reinstall it if you do.

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From the Home screen, tap Settings.


Tap Application Manager or Apps.


Tap on Google+.


Tap Uninstall, or Uninstall updates. If you can't uninstall it, choose Disable instead.

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Go back to the Home screen, and tap on Play Store.


Tap in the search bar at the top of the Play Store, and type in Google Plus.


Tap on the three dots to the right of the Google+ app, then tap update or Install.


You might need to agree to the permissions for the app - tap Accept to continue.

Once you've done that, try playing the video again. If it still doesn't work, try doing the same steps with the Google Photos app as well, then try playing the video again.

Hopefully that's everything you need to know, but if you need any extra help, you can get in touch with our Team Knowhow Experts here.

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