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After A Windows 11 Pro PC is rebootd, all Windows pre-installed media players can play MP4 files without any problems. After a short while, all of them make the PC semi-responsive (the mouse cursor becomes very jumpy). The video barely shows, though the audio is fine. However, all non-Windows media players (e.g., VLC Player, Google Chrome) still work fine with the same MP4 files. This is 100% reproducible.
The MP4 files are ordinary ones generated by cameras (e.g., Canon R7, Sony RX100) or mobile phones.
GPU formance looks fine.
Restarting the video driver (Win+ Ctr + Shift + B) does not help.
Could anyone offer a tip on how to fix this?
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Hi Hong,
To narrow it down further, please give me some information:
If you have further information, please feel free to let me know.
Thank you for lending a hand. I am sorry for the delayed response.
I can answer #2 and #3 now:
#2: It affects both H.264 and HEVC videos.
#3: I do not know the exact number of video files that need to be played to start the issue. I would say it is probably less than a dozen.
I have stopped using built-in video players. Instead, I have set Chrome as the default MP4 player, and it has been working flawlessly. However, I will try Photos again in order to answer your #1 question. I have played only MP4 files. I will try other video formats after I reproduce the issue.
Hi Hong,
Thank you for the information. I'm also glad to hear that you've found a workaround that meets your needs.
Please feel free to continue testing. If you discover any new findings and would like to share them, I'd be happy to hear from you.
I did a test.
The issue starts to occur after about half a dozen video files have been played by Photos.
Photos can play some mkv and avi files, but not others. VLC Player can play every mkv and avi file.
This is the error when Photos fails to play an mkv file.
This is the error when Photos fails to play an AVI file.
Hi Hong,
Thank you for the information.
I really wish I could assist you directly on this issue. However, the behavior you're experiencing is tied to back‑end systems and service functionality, and unfortunately, we don't have the authority or access required to investigate or make changes at that level.
Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas.
Given these limitations, the most appropriate avenue for product changes or feature requests is to Send feedback to Microsoft with the Feedback Hub app.
Thank you for your understanding, and I hope the support team can resolve this for you soon.
