The customer is experiencing issues with video playback on their phone, where videos cannot be opened or played back correctly.

Okay, so go to settings in your phone. Yes, go to settings, and then go to apps and notifications. Once in settings, go to apps and notifications. Once in apps and notifications, go to see all apps. Press on see all apps, please. Once you're there, look up for the camera app. Scroll down to the third option, that will be storage and cache. I should press storage and cache? Please. And once it's storage and cache, press where it says clear storage, okay? Don't worry, this won't delete your pictures. Press yes.

Okay, now you can just try to make a video. Let me know what happens.

So, it's not going to happen automatically, you're going to have to update it, that's all I'm saying.

Would you be able to bring the phone to our store?

Sure. Because I called now, okay, 347-683-8778.

For now, you can transfer those videos to a computer and watch them over a computer, but I know that you need to watch them over a phone. So yes, for now it's something that we are working on. It's an issue that we are aware of.

The store is located at 175 Division Avenue.

I'm going to call the store manager in Williamsburg to see if he remembers about this case and see what was exactly the issue because if you're taking videos and then it's blank, that means there's something wrong with the camera.

As soon as we have either an answer or a solution, most likely I will have an answer and a solution over the phone. I will get you back immediately, okay?

So some customers are currently experiencing a bug. So it says that video playback is disabled because the phone thinks that the video is from another device.

Any video from another device will not be able to play on the phone.

You would be able to, yes.

You cannot view, if I put a picture from my computer onto my phone it can't view it from the phone, on the phone.

Yes, pictures it should read for videos and what not.

Yes, so as I said before, customers are currently having a bug that does not allow their videos to be played back on their phone.

Our devs are working on a solution to that problem and when they do find it, we'll push the update to the phone.

No, currently we don't have like a deadline, like a timeline.

The other thing, it is being worked on, but to be very, very truthful with you, it's going to take more time. Maybe we are talking about 20, 26 years.

Next time you call, please, if you have something like that or something can be resolved, my name is Juan. I'm taking care of customer service support.