If a media file doesn't open or play on your Apple device
If the media file is using an older or specialized audio, video, or image format, it might not be supported on your device, or it might require different software.
Is the file damaged or unsupported?
If your device won’t open or play the file, it might be damaged or using an unsupported format.
Apple apps such as Photos, iMovie, Safari, Keynote, and QuickTime Player work with many media formats. Some apps prefer specific formats, but most formats work in most apps without additional software.
Older or specialized formats might not work as expected if your device, its operating system, or the app you're using to view the file doesn't support the file's format.
If the media format is HEIF or HEVC, learn about using HEIF or HEVC media on Apple devices, especially if you’re attempting to view the file on an older device.
Update your software or try a different app
Check for software updates for your device, such as updates for Mac and updates for iPhone or iPad.
If you’re attempting to view the file using an app that you downloaded from the internet or App Store, check for updates to that app as well.
If you still can’t view the file and you’re sure that the file is undamaged, search the internet or App Store for a different app that supports the file’s format:
Search by the name of the media format, if you know it. Or search by the filename extension, which is the letters shown at the end of the file's name, such as .avi, .wmv, or .mkv.
On Mac, you might be able to identify the format by selecting the file in the Finder, then pressing Command-I to open an Info window. The format might appear after the label Kind, such as ”Kind: Matroska Video File.”
Learn more
Information about products not manufactured by Apple, or independent websites not controlled or tested by Apple, is provided without recommendation or endorsement. Apple assumes no responsibility with regard to the selection, performance, or use of third-party websites or products. Apple makes no representations regarding third-party website accuracy or reliability. Contact the vendor for additional information.