Key2 says it will play .mp4 files, but my Key2 actually won't play .mp4 files
 

On the one hand:

https://i.imgur.com/JO8ZlEP.png

On the other hand:

https://i.imgur.com/Y2GctQE.png

What gives? And what do I need to do to get the left hand talking to the right hand?

Re: Key2 says it will play .mp4 files, but my Key2 actually won't play .mp4 files
 

Must ask the obvious. How many mp4 files have you tried, and from how many sources? Streaming, or have you downloaded the file and tried to play from memory? Have you tried to play that mp4 file on another device? Have you tried an mp4 on that device that you know will play on another device?

My assumption based on the first hand is the device plays mp4 and the reason it doesn't (the other hand) is something else. The problem is to identify the something else.

Re: Key2 says it will play .mp4 files, but my Key2 actually won't play .mp4 files
 

they work on my Z10

Re: Key2 says it will play .mp4 files, but my Key2 actually won't play .mp4 files
 

Should work on the OP's device.

To add to my post above, before anything else, simply reboot (restart) the device and try again.

Re: Key2 says it will play .mp4 files, but my Key2 actually won't play .mp4 files
 

I downloaded and played various MP4 videos and songs and all worked.
doing some additional reading it appears Google may have some issues with the blackberry android OS. some have suggested downloading a generic video player.
Not sure that will work if Google has blocked most Blackberry phones from accessing the google store.
I have tried to download apps from the store and have not been able since Google blocked older android OS versions. I even tried to do an OS update ..nothing.
The older BB OS must have a version that allows MP4's to work.

Re: Key2 says it will play .mp4 files, but my Key2 actually won't play .mp4 files
 

So, in other words: When is an .mp4 . . . . not an .mp4?

I haven't run through the isolation exercises you recommend, and while I can certainly understand how they might reveal the true source of the malfunction, I can't help but think:

1. This is not what one should expect to have to do when they purchase a flagship BB
2. what part of .mp4 am I failing to understand? If the specs say the device plays .mp4, and I have an .mp4 file on the device, should any extra concern/thought/diagnosis be required on my part?

I know it's possible to slap any old .xxx extension on any old file, and I can say, at least, that this is not what we're dealing with here. It's an .mp4; it plays without problem on my PC. But beyond that, I guess I have to decide just how much sleuthing I am willing to invest in troubleshooting this particular file. I confess the answer at the moment is "not much," not least because I figured this kind of compatibility is part of what I paid for.

So, thank you for your suggestions. If I go down that trail, I'll report back.

Re: Key2 says it will play .mp4 files, but my Key2 actually won't play .mp4 files
 

doing a search I find the default video player on the BB Android devices does not support directly MP4 files. some suggest downloading and using MX Player or VLC from the google store.