MyCloud Android App Crashed when try to play video

WD Software & Mobile Apps WD Software
1

Hi, I recently purchased a PR2100. when i install the app on my LD G6 and try to play video, the app crashed and closed. i have tried reboot and reinstall, it still the same. the error message is the following:

//////
unfortunately, my cloud has stopped
//////////

i can access photos fine but just not the video i have on the PR2100. i can use plex to access the video as well. Does anyone experience similar issue?

thanks

2

What is the version of Android?
What carrier network?
What is the source of the video file?
What are the specs for the video file? Size, Bitrate, Codec, Extention, Embedded Audio? etc…

3

Hi, please see below

What is the version of Android?
8.0.0, Nov 1, 2018 android security patch level
What carrier network?
Verizon
What is the source of the video file?
video taking from from the LG G6, Note 5, GoPro or my wife’s iphone 8
What are the specs for the video file? Size, Bitrate, Codec, Extention, Embedded Audio? etc…
i simply cant play any video files that was taken by the phones / gopro

thanks