Cannot play music and video files on my external SD card

If you're unable to play some video or audio files stored in your SD card, check the file format compatibility.

Supported file formats are:

Music: mp3, m4a, mp4, 3gp, 3ga, wma, ogg, oga, aac, and flac

• Image: bmp, gif, jpg, and png
• Video: 3gp, mp4, avi, wmv, flv, and mkv
• Document: doc, docx, xls, xlsx, ppt, pptx, pdf, and txt 

The media file will not play if you're not using the above file formats.

Test your SD card media contents on another device - if it cannot be played, your SD card could be faulty. If you suspect your SD card could be corrupted, proceed to reformat your SD card by following these steps: 

1) Go to Settings > Device maintenance

2) Tap Storage > Select your SD card at the bottom of the page to proceed

3) Select the 3 dot menu button in the top right corner > Tap on Storage settings

4) Select SD card > Tap Format

5) Tap on Format and follow the steps to format your SD card

Update your device software to the latest version

Ensure that your device has been updated to the latest version. Thereafter, check if your device can play the media files in other

compatible SD Cards. If this doesn't work, your device could be faulty.  

Perform a factory reset for better troubleshooting of your device

If your device has been updated to the latest version and error persists, you can perform a factory reset to your device. This will reset your device to original settings and allow better troubleshooting. Do remember to backup your files using Samsung Smart Switch

To perform a factory reset on your device, follow these steps:

1) Select Settings > Tap General Management

2) Select Reset > Tap Factory Data Reset

3) Select Reset

You can download the user manual from our Manuals & Downloads page. For all other queries or further technical assistance, please call Samsung Customer Care on 0800 726 786 or Live Chat with our Technical Team online, services are open 24 hours, 7 days.