Trouble viewing rich media videos in reader

[jimbobmij121]

Hi all,

I am able to insert MP4's into my PDF fine using Acrobat DC, and the video plays perfectly. However, when I view the PDF using Reader, the video opens as normal but rather than play the video I get a black screen with a green horizontal line through it. This is a problem as my clients will be using Reader, not my subscribed pro version.

Any ideas on why the videos will not play in Reader?

Many thanks for any help.

[Eric Dumas]

Can you get confirmation of the exact version of Acrobat Reader being used?

[jimbobmij121]

It's "Continuous Release", I checked for updates and there are none available.

[Test Screen Name]

Yes, what version? Something like 2016.934.23233. Please give exact versions, because many issues end up being failed updates.  Also the version of Acrobat that works.

[jimbobmij121]

Ah apologies. Both my Acrobat Reader DC and my Acrobat Pro DC are the same version: 2020.012.20048.

The Pro can play the video, whilst the Reader cannot.