Error showing control (QT_AX Video) in Acquire Player Logs

Question:

I have deployed a project, and now Acquire Player is constantly restarting.  I notice in the logs, Error showing control M/~users/759/Example.mp4 (QT_AX Video)| is being recorded.  What are the possible causes of this?

Resolution:

If the Acquire Player was working prior to the deployment being made and now is either black or is restarting, it would indicate the video file is the cause.  This may occur for a number of reasons:

1. The file has not downloaded, e.g if the Acquire Player and/or PLUS! Network account has exceeded the bandwidth cap.  Or not completed the download and is trying to play.
2. The Codec used to create the video is not present on the Acquire Player.  Please check the file is able to play natively in Windows, as the file could be corrupt too.  If this is ok, then you should determine if there is a specific Codec or Codec Pack that is required.  Please note: we are seeing a increasing number of new Codecs being used, but may generically use the .mp4 container.  To investigate a video file further to determine what the stream(s) comprise of, you can use tools like GraphStudio.

Please note: support for QuickTime 7 has now ended and may effect playback in future, if different Codecs are used to create files.  If you have QuickTime installed, we recommend updating this to the final release.  Then disable Check for Update automatically to avoid any further dialogues messages appearing on screen.