How do I trouble shoot issues with videos in Acrobat

I am trying to make how-to videos in the current version of Acrobat and imbed a short mp4 video created with Adobe Rush.  All I get is a green line in a black box when I hit the play button.  The green line is the audio and you can see it and hear it.  But no video images.

Where do I find information on how to trouble shoot issues with the Rich Media tool in Acrobat?

Has anyone else had this problem?