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February 9th, 2026 21:14
Dell Pro 16 certain videos won't play
I recently upgraded to a Pro 16 Laptop for my business. My website has a video on it's header which not play on my laptop, no matter what browser I use. I've had other people check on their devices and they can all see it. Any suggestions as to what setting I need to fix? My previous laptop was an Inspiron 15 3000 series
DELL-Jesse L
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February 10th, 2026 11:22
Contact Dell GHN (Get Help Now) chat technical support Monday through Friday. Click the blue "Get Help Now" on the right to start a private live chat session. Share the private Service Tag with them so that they can verify the ownership and warranty status. This will also generate a unique Technical Support case for your unique Service Tag.
Our users need to know which specific Dell Pro laptop model?
(edited)
user_43e494
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February 14th, 2026 22:10
On a Dell Pro 16, this usually happens because of the HEVC / hardware video decoding driver or codec not being properly installed. Many modern websites use H.265 (HEVC) or hardware-accelerated video, and if the Intel or NVIDIA graphics driver on a new business-class Dell isn’t fully updated, videos may fail across all browsers. Go to Dell Support, install the latest BIOS, Intel GPU, and NVIDIA/AMD graphics drivers, then in Windows open Microsoft Store and install “HEVC Video Extensions.” After a restart, the website header video should play normally this is a very common issue on new Dell Pro and Latitude models.