PROBLEMS COVERED:

Codecs not supported when watching video content

PROBLEM : Codecs not supported when watching video content

SOLUTION :

For customers trying to play videos from a USB or external drive on their TV, some files may not be compatible due to unsupported codecs.

Unsupported video codecs include: DivX and Xvid.

Unsupported audio codec issue occurs when the file has only DTS codec.

Agents must inform the customers that this incompatibility is a limitation of their specific TV model and no further service action is needed.