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I am about to upgrade my computer, and when I reviewed the files in preparation, I found that none of my MP4 videos that I captured with my phone and downloaded to my computer were working. I got the error code “not possible”. Don’t open the file because An unknown error has occurred. The bug number is 8971. “I read a little about this and wanted to try some instructions on how to clean up my video player, but Malwarebytes wouldn’t let me access this and several other websites.” Now i’m lost I am using Windows 10 if that helps. All videos from 2014 to 2018. Any ideas are appreciated. Although there is a safe article I can read and follow. I would be grateful to know that. I am NOT a technical expert and I really appreciate all of you who are.

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  • Hello,

    Are you using Windows Media Player? Have you tried another media player like Apple QuickTime?

    1 person found this answer helpful

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