Image or Video Not Displaying – Unsupported Files Error Quick Fixes

Image or Video Not Displaying – Unsupported Files Error Quick Fixes

🖼️ Image or Video Not Displaying – Unsupported Files Error Quick Fixes

We make it easy for you to display content, but sometimes an image or video might not show because of file format or settings issues.
Here’s how you can quickly fix unsupported files errors:

Step 1: Check the File Format

Ensure your files are in one of the supported formats:

  • Images: JPEG (.jpg), PNG (.png)

  • Videos: MP4 (.mp4)

If your file is in an unsupported format (such as .webp, .mkv, or .wmv), it must be converted to a supported format before uploading.

Step 2: Check Video Encoding Settings

Even if your file is an MP4, it must meet standard encoding settings:

  • Video Codec: H.264

  • Audio Codec: AAC

  • Resolution: Match or be lower than your screen’s native resolution.

Recommended screen resolutions:

  • Landscape screens: 1920 x 1080 pixels (Full HD)

  • Portrait screens: 1080 x 1920 pixels (Full HD, rotated)

Tip: Ultra-high bitrate 4K videos may not play correctly on all screens. Compress or re-encode your file for smoother playback.

Step 3: File Size Limitations

Some CMS platforms and media players have file size restrictions:

  • Keep video files under 500MB unless otherwise specified.

  • Keep image files under 5MB for quicker loading and best performance.

Use tools like HandBrake (for video compression) or TinyPNG (for image compression) if needed.

Step 4: Correct Aspect Ratio

Your content must match the screen’s aspect ratio:

  • Landscape mode: 16:9 (1920x1080)

  • Portrait mode: 9:16 (1080x1920)

Mismatched ratios can cause the content to stretch, crop, or fail to load properly.

Step 5: Important Note for Mac Users

If you are using a MacBook to transfer files via USB:

  • macOS may automatically format USB drives in exFAT or APFS, which may not be recognised by some commercial display systems.

  • This can cause screens to fail to detect the USB drive or the media files.

Solution:
Use a Windows PC and a freshly formatted USB drive (formatted to FAT32 or NTFS) to copy and transfer your content again.
This ensures full compatibility with commercial-grade screens and media players.

Step 6: Re-Upload or Reload the USB

After fixing your file:

  • Re-upload the content to your CMS, or

  • Reload the corrected file onto a compatible USB drive and reconnect it to the screen.

Always preview the content before publishing or scheduling.

Need Help?

If you continue experiencing unsupported file errors, we’re here to assist you.

đź“ť Create a Ticket
📧 support@screenmoove.com
đź“ž 0208 191 9223


    • Related Articles

    • Choosing the Right Digital Display for Your Business

      ?️ Choosing the Right Digital Display for Your Business We make it easy for you to find the perfect digital display to meet your needs. Choosing the right screen depends on a few important factors: environment, usage, size, and brightness. Here’s ...

    • CMS (Content Management System) - How to Upload and Schedule Content

      ?️ CMS (Content Management System) – How to Upload and Schedule Content We make managing your digital signage simple and straightforward. Using our Content Management System (CMS), you can upload and schedule your content with just a few clicks. ...

    • ScreenMoove Support | Digital Signage Solutions, and AV Installations UK

      ? Knowledge Base: ScreenMoove About ScreenMoove ScreenMoove is a leading UK-based provider of digital signage solutions, menu boards, and audio-visual technology. We help businesses transform how they communicate, advertise, and engage with their ...

    • How to Raise a Warranty Claim?

      ?️ How to Raise a Warranty Claim At ScreenMoove, we understand how important it is to keep your products running smoothly. If you experience a fault after 30 days of receiving your item, your product is covered by the manufacturer’s warranty. We’re ...

    • What is the Differences Between Commercial and Consumer TVs ?

      What is the Differences Between Commercial and Consumer TVs ? Commercial-grade displays and TVs might look similar, but they are designed for very different purposes and environments. Many customers believe that consumer-grade TVs are durable enough ...