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Media troubleshooting
I cannot play a media file on a web page
Your BlackBerry® device might not support the size or file format of the media file.
I cannot open media files
Try performing the following actions:
• If you are trying to open a media file on your BlackBerry® device and your device is connected to your computer, disconnect your device
from the computer or turn off mass storage mode or MTP.
• If you are trying to open a media file on your computer using mass storage mode or MTP, verify that you have closed the media manager
tool of the BlackBerry® Desktop Manager.
• If you are trying to open a media file on your computer using the media manager tool of the BlackBerry Desktop Manager, verify that
mass storage mode or MTP is turned off on your device.
• If you encrypted the media files on your media card using an encryption key that your device generated and you are trying to open an
encrypted media file using your computer or a device other than the BlackBerry device that you used to encrypt the file, insert the
media card into the BlackBerry device that you used to encrypt the file. In the memory options, change the Encryption Mode field to
None or Security Password.
Related topics
Turn off mass storage mode or MTP, 121
Encrypt the files in the device memory and on a media card, 0
I cannot save media files
Your BlackBerry® device memory or media card might not have enough available memory to store media files.
Try performing the following actions:
• If you are trying to save a media file to your device memory, delete old data or messages from your device.
• If you are trying to save a media file on your media card, delete old media files.
• In the camera options, verify that the Picture Quality field is not set to Superfine. Superfine pictures use more memory than fine or
normal pictures.
• If possible, increase the maximum amount of memory available for pictures.
Related topics
Delete a media file or folder, 119
Delete a message, 54
My device does not recognize my media card
Try performing the following actions:
User Guide
Media
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