There are many things that can cause this. Please follow the instructions below and maybe we can see what is causing this issue you are having.
Please download and install the MediaInfo program below. Once installed you can right click on your media file and choose “MediaInfo” from the menu. Next, go to the “view” pull down menu and select “Tree”. This will display detailed information about your file. In order to send the file to us, go to File > Export and choose the “Text” tab. Choose where you want to save the file in the box at the bottom and click on “Ok”. Attach the .txt file to this email and I will review the file for you.
Please see the links below for more information.
Title: Media Info
Title: How to find information about WD TV media files