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I cannot get my videos to play that I downloaded from my Pixel 7 pro on any video converter I downloaded from the microsoft store

Susan Campo 20 Reputation points
2025-12-02T16:04:29.4466667+00:00

I download my videos from my Google Pixel pro onto a USB drive. Any videos that have PXL in front will not play on my windows media player, media player, movies and tv or any of the video converters I downloaded from your store. I called Google and their answer was to call you.

Any help would be greatly appreciated because now I cannot access my family videos.

Thank you

Susan

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  1. Aron 7,000 Reputation points Independent Advisor
    2025-12-02T16:37:30.8766667+00:00

    Hi Susan, I completely understand how important those family videos are and I want to help you get them working.

    The issue comes from the way Google Pixel names and saves certain videos, those with “PXL” in the filename are usually recorded in HDR and use a format called HEVC (H.265), which Windows apps don’t support by default.

    The easiest fix is to add the HEVC Video Extensions from the Microsoft Store or use a player like VLC that supports this format out of the box.

    If you’d rather convert them to a more common format, a free tool like HandBrake works well.

    Before we go further, can you confirm if the videos are in MP4 format and whether they’re 4K HDR?

    That will help me guide you with the best steps.

    Regards,
    Aron

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  1. Q&A Assist
    2025-12-02T16:04:41.6966667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    It sounds like the videos you are trying to play may require specific codecs that are not currently installed on your system. Windows Media Player may not support the format of the videos downloaded from your Pixel 7 Pro, especially if they have a PXL prefix, which could indicate a proprietary format.

    Here are some steps you can take to resolve the issue:

    1. Check for Codec Availability: When you try to play the video, if you receive a codec error message, select Web Help to see if a codec is available for download.
    2. Download Codecs Automatically: In Windows Media Player, go to Tools > Options > Player tab, and ensure that the Download codecs automatically option is checked. This may help in obtaining the necessary codecs when you attempt to play the video.
    3. Install Third-Party Codecs: If the above steps do not work, you may need to obtain the required codec from a third-party vendor. Make sure to download codecs from reputable sources.
    4. Convert the Video Format: If the videos still do not play, consider using a video converter that supports a wider range of formats and codecs. Ensure that the converter you choose can handle the specific format of your videos.

    If you continue to experience issues, it might be helpful to check the specific codec information for the videos by right-clicking on the file and selecting Properties to see what codecs are being used.

    If you are not comfortable performing these steps, consider seeking help from someone with more technical expertise or contacting Microsoft Support for further assistance.

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